GENERAL SUMMARY / OVERVIEW STATEMENT:

Under the supervision of the Practice Administrator and the Administrative Manager, provides a broad level of administrative support to physicians and clinicians within the Center for Transgender Health. Works independently to execute job responsibilities and tasks. Works with the physician, staff members and management to ensure a quality-based, patient-oriented flow of work. Utilizes discretion and judgement to organize priorities, complete tasks, handle confidential patient information. Performs a wide range of administrative tasks utilizing well established skills and experience to support a medical office, including surgical scheduling, prior authorizations, coding and billing as well as coordinating patient services such as appointments, testing and referrals. Performs aspects of administrative coordination of a physician(s) office to include secretarial support, data management and billing/financial support. Maintains advance knowledge and proficiency in medical office operations, insurance regulations and billing practices.

PRINCIPAL DUTIES AND RESPONSIBILTIES:

1. Scheduling (15%)

a. Schedules and confirms new patient appointments using appropriate information systems for the fellow that supports the Center for Transgender Health (CTH) with the potential for multiple providers within the CTH.

b. Schedules and confirms patient surgeries using appropriate information systems.

2. Clinic (10%)

a. Performs all duties of check-in and check-out, oversees scanning/maintenance of electronic medical records.

b. Prepares for weekly clinics by organizing clinic medical record needs in line with physician preferences, and proactively works with clinic staff to ensure they have sufficient information for patient encounters.

c. Engages with other departments/hospitals to coordinate services, as needed.

d. Monitors daily schedule and exam room utilization - communicating with clinicians and patients/visitors to set expectations and maintain efficient flow.

3. Billing (15%)

a. Performs insurance reviews for all new patients by obtaining insurance coverage, verifying benefits, reviewing insurance medical policies, and communicating these findings to the patients regarding their surgical plans.

b. Obtains referrals and authorizations for office visits and procedures.

c. Maintains an advanced level of knowledge regarding third party insurance, managed care and financial services and resources available to patients.

d. Works with patients to collect payments for all services provided, including co-pays and any prepayments for non-covered services.

e. Assists patients with billing issues on a fundamental level by reviewing the patient's guarantor and escalating to the internal billing team if unable to resolve. This includes an understanding of insurance coverage and benefits, and insurance company procedures and billing process.

f. Prepares cosmetic quotes and presents to patients as needed.

g. Collects, compiles and forwards co-payment/payment/reimbursement documentation to internal billing team.

4. Administration & Coordination (20%)
1. Coordinates entire intake process for all new patients to be seen in the CTH:

i. Sends initial outreach message via Patient Gateway with instructions on how to become a new patient within MGB.

ii. Sets realistic expectations of care team and appropriate level of support.

iii. Triages patients based on their clinical needs amongst multiple (3-5) providers within the CTH (PCP, endo, gyn, etc.).

b. Inputs and tracks all new patient data into master spreadsheet to monitor patients' surgical readiness progress.

5. Communication (30%)
1. Answers, screens, and routes telephone calls to other providers within the CTH in a timely manner.
2. Oversees centralized hubs of communication for incoming new patients and established patients of the center. This includes different channels of communication:

i. Work queue for internal MGB referrals, an inbox, electronic faxes, and patient gateway.

3. Composes routine correspondences, completes standardized forms, maintains practice files, sorts mail, photocopies, sorts, collates and distributes documents, as required.
4. Allocates a significant amount of time providing patient support.
5. Responds to requests for routine information or assistance within scope of knowledge.

6. Divisional & Other Duties (10%)
1. Attends team meetings as required and contributes in a positive manner.
2. Supports divisional initiatives as they are implemented.
3. Assists in training of new hires.
4. Seeks out improvement opportunities within practice and throughout Division.
5. Performs other duties, as assigned.

QUALIFICATIONS:

* High school diploma required, Associates or Bachelors Degree preferred

* Minimum of 1-3 years of healthcare experience preferred.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Must maintain highest standards of professionalism, ethics, and integrity.

• Must have strong customer service, communication, and interpersonal skills in dealing with patients, providers and colleagues.
• Must be team-oriented in dealing with multiple stakeholders and communication channels and also be able to work independently.
• Must be sensitive to and supportive of patients, families, and care-providers.

• Must be resourceful in obtaining information when it is not readily available and in responding to unusual situations.
• Must have exceptional organizational skills and have ability to recognize problems, establish priorities and initiate appropriate responses.
• Exceptional computer skills (including word processing, database, email, internet, and spreadsheets) required. Knowledge of IDX and other systems at a level sufficient to perform job.
• Good command of English language, including medical and scientific terminology.
• In-depth understanding of all pertinent medical insurances, managed care and patient financial services.
• Is knowledgeable and compliant in all hospital, State and Federal regulatory requirements, including hospital policy and procedures (where applicable to the performance of the job), Joint Commission (JC), and Health Insurance Portability and Accountability Act of 1996 (HIPAA).