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The 61st Street Service Corporation, provides administrative and clinical support staff for ColumbiaDoctors. This position will support ColumbiaDoctors, one of the largest multi-specialty practices in the Northeast. ColumbiaDoctors’ practices comprise an experienced group of more than 2,800 physicians, surgeons, dentists, and nurses, offering more than 240 specialties and subspecialties.

Opportunity to grow as part of the Practice Associate Career Ladder!

Job Summary:

The Practice Associate III (FPO) is an experienced professional with in-depth knowledge of patient registration processes other front end administrative work. The Practice Associate III is responsible for ensuring an exceptional patient experience during patient arrival, patient interactions relating to registration and appointment scheduling as well as other administrative inquiries. The Practice Associate III is part of a team that delivers an exceptional patient experience through kindness, inclusion, integrity, accountability, and excellence.

Job Responsibilities:

• Greet patients and visitors & answer patient telephone calls.
• Review the daily and weekly schedule frequently to ensure accuracy of the visit provider, appointment duration, patient insurance participation status with the visit provider, visit reason, and visit type.
• Obtain all required registration and intake information from patients necessary for an efficient check-in process; verify and/or update any new insurance eligibility, benefits, or other information prior to the start of the patient appointment in the electronic health record (EHR); accurately indicate arrivals, cancellations, and no-shows in the EHR.
• Schedule follow-up appointments, referrals, and other related tests as requested by the provider. Obtain prior authorizations and referrals for follow up care as needed by insurance plan.
• Collect all time-of-service and past due payments prior to the start of the appointment. Settle cash drawer in the EHR on a daily basis.
• May rotate to other sites and serve as Team Lead and/or Preceptor. May supervise tasks and determine resolution and/or escalate as appropriate.
• May assist Supervisor/Manager with special projects as needed.
• Monitors identified trends and ensures resolutions are developed and implemented.
• Communicates insurance participation, financial responsibility (if applicable) and time of service policy to patient population.
• Supports patients and families through entire treatment plan.
• Performs other related duties as assigned.

Lead duties

• Serves as a first point of escalation for complex cases or scheduling issues. Applies organizational knowledge, experience, and critical thinking skills to determine resolution and/or escalate as appropriate.
• Assists with educational sessions to train new staff in front-end process in an efficient and effective manner to insure that front-end processes, functions and goals are understood and met. Mentors Level I and Level II staff. Assists with onboarding.
• Resolves escalated insurance related cases. Escalates issue for resolution if and when appropriate. Tracks and follows through for complete resolution. Makes recommendation to update/revise procedure or workflow as needed.
• Leads a collaborative team oriented environment. Facilitates team discussions about complex patient scheduling needs. Helps identify solutions and takes ownership for resolving scheduling conflicts. Communicates with management team and care providers to resolve scheduling issues. Collaborates with all co-workers and follows up as appropriate regarding reported complaints, problems and concerns.

Job Qualifications:

• High school diploma or equivalency is required.
• A minimum of 5 years’ relevant experience.
• Advanced knowledge/proficiency of Medical Terminology.
• Strong organizational and problem solving skills, and the ability to set priorities among multiple competing objectives, tasks and initiatives is required.
• Candidate must demonstrate strong customer service orientation and the ability to deliver consistent exceptional service while demonstrating tact, respect and sensitivity.
• Excellent relationship management skills including, but not limited to, emotional intelligence, interpersonal skills, empathy, and ability to handle situations with respect, tact and sensitivity.
• Candidate must be organized and be able to manage a demanding workload and moderately complex cases in an accurate and timely.
• Ability to mentor teammates and demonstrate professional and compassionate manner while conveying a positive image of the practice. Encourages positivity and adaptability to new and changing situations.
• Ability to work independently and multi-task with constant follow-through.
• Candidate must demonstrate excellent verbal and written communication skills.
• Ability to work collaboratively with a culturally diverse staff and patient/family population demonstrating tact and sensitivity in stressful situations.
• Strong proficiency of Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.
• Prior experience in EPIC/EHR is preferred.
• Prior experience in medical office setting or a customer service environment is preferred.
• Bilingual English/Spanish a plus, but not required.

Hourly Rate Ranges: $27.40 - $34.13

Note: Our salary offers will fall within these ranges based on a variety of factors, including but not limited to experience, skill set, training and education.

61st Street Service Corporation

At 61st Street Service Corporation we are committed to providing our client with excellent customer service while maintaining a productive environment for all employees. The Service Corporation offers a competitive comprehensive Benefit package to eligible employees; including Healthcare and various other benefits including Paid Time off to promote a healthy lifestyle.

We are an equal employment opportunity employer and we adhere to all requirements of all applicable federal, state, and local civil rights laws.
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