Clinic Business Representative Lead

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Job Summary:

Key Position Details:

This is a float position that will support eight Allina Health Orthopedics clinics. This position provides front desk coverage as needed, training for new hires and ongoing support for existing staff with workflow / policy changes.

Locations include: Edina, Minneapolis, Plymouth, St. Paul (2), Coon Rapids, Fridley, and Brooklyn Park. Mileage reimbursement is available - details to be discussed during the interview process.

• Full-time position
• 8-hour, day shifts
• Start times will be between 7a and 8a and end times will be between 330p and 430p
• No weekends or major holidays

Job Description:

Responsible for greeting and welcoming patients to Allina appointments at in person appointments, or by providing patient support by phone. Provides a standard registration process by collecting demographic and financial data and enters information into electronic medical record. Investigates and resolves complex requests and inquiries. Assists leadership with department employee scheduling, workflow updates and general day-to-day operations.

Principle Responsibilities

• Greets, welcomes, and performs the registration process with patients in person or by phone
  • Appropriately utilizes all tools, resources, and procedures to conduct patient check-in, which includes interviewing patients to collect demographic and insurance information, providing patients with appointment specific forms, and obtaining necessary and appropriate documentation.
  • Assists patients with telephone encounters.
  • Schedules and reschedules appointments.
  • Identifies key words to initiate appropriate responses and de-escalation techniques as needed.
  • Directs patients to appointments or procedures.
• Provides department leadership, training and support, as well as optimal patient environment by ensuring patient care lobby (or lobbies) are cleaned and organized
  • Assists leadership with department employee scheduling, workflow updates, and general day-to-day operations.
  • Leads work on assigned daily tasks, and serves as super-user and resource for workflow questions & concerns.
  • Provides support and training to others.
  • May have template access to provide additional scheduling support.
  • Investigates and reports registration and rescheduling errors.
  • May review for data quality and run reports.
  • Active participation and leadership in staff meetings and workflow improvement groups, participate in presentations and assist with change management as needed.
  • Ongoing participation in assigned department safety, employee engagement or patient experience teams.
  • Implements clinic specific guides and training tools.
  • Registers new employees for mandatory training courses.
  • Cleans and disinfects the lobby and check-in area, wheelchairs, stair wells, door handles, clipboards and elevator keys throughout the day.
  • Unpacks and restocks supplies & documents, file cabinet(s) and other clinic resources such as brochures and business cards (makes copies or orders as needed),
  • Performs weekly downtime check.
• Collects co-pays and/or remaining balances
  • Obtains signatures from patients as needed.
  • Responds to questions regarding financial assistance programs.
  • Resolves complex financial questions and issues.
  • Prepares and distributes cash bags.
  • Performs the End of Day reconciliation process.
  • Performs End of Day reconciliation process or End of Day deposits for the clinic.
  • May participate in the prescription refill order process as appropriate and in scope for position.
• Performs Epic and In-Basket Responsibilities
  • Uses resources, tools and procedures to review, respond, follow-up and complete in-basket work, as well as to lead and guide team members as needed.
  • Reviews MyChart appointments for accuracy and follow up.
  • Works & provides guidance to others regarding the reschedule report to ensure patients are scheduled in a timely manner.
  • Processes No Show letters as applicable.
• Provides Medical Records support
  • Retrieves clinic scanning/forms, sorts and distribute faxes via RightFax.
  • Medical record scanning and error resolution.
  • Opens, sorts and distributes clinic mail, processes returned mail.
  • Manages patient requested documents for pick-up.
  • Coordinates Release of Information requests.
  • Scans STAT EKG's as needed.
• Other duties as assigned.

Required Qualifications

• Must be 18 years of age with education and/or experience needed to meet required functional competencies as listed on the job description
• 5 to 7 years of computer knowledge, including working with an electronic medical record, Microsoft Word, and Microsoft Outlook
• 5 to 7 years of customer service, clerical, or business environment in healthcare
• 1 year of medical terminology knowledge

Preferred Qualifications

• High school diploma or GED
• Associate's or Vocational degree
• 1 year of Microsoft Excel experience

Physical Demands

• Sedentary:
• Lifting weightUp to 10 lbs. occasionally, negligible weight frequently