Medical Office Series

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Employees in this series provide a range of both patient-related support functions and non-medical support services in an assigned healthcare unit or other healthcare facility providing patient services. They apply knowledge of policies and procedures used regarding patient insurance, billing and account maintenance, and collections. They serve as an essential link between the assigned health care unit and various services and staff.

Employees typically:

1. perform reception/call center duties, including scheduling of patient appointments
2. interview patients to obtain demographic information and orient them to the services, policies, and/or procedures of the facility
3. review, look-up, update, and maintain medical records as required
4. perform billing and cashiering duties
5. operate data entry equipment and other auxiliary equipment
6. establish and maintain effective public relations with patients and their families in regards to nonmedical services provided by the clinic, and
7. at the upper levels, counsel patients regarding their accounts and supervise lower-level staff and/or manage the activities of the patient services areas of the clinic.

DESCRIPTIONS OF LEVELS OF WORK

Employees at this level are responsible for performing a variety of routine clerical duties to provide quality patient care in a health care facility. They receive on-the-job training and detailed instructions to perform patient-related clinical activities. They work under direct supervision from a designated supervisor.

A(n) Medical Office Assistant typically -

1. performs clinic reception duties, including greeting patients, answering and routing telephone inquiries, scheduling in and out-patient clinic appointments per clinic guidelines; opens and distributing mail; transmits correspondence and medical records by mail, e-mail, or fax;
2. checks in patients; assembles and prepares patient information forms and assists with the completion of these forms (such as the release of information and signature authorization forms); assists with the discharge of patients by completing forms; completes insurance and other claim forms;
3. assists in the creation and/or maintenance of files and records for the unit (such as patient files, financial files, and patient directories); locates or monitors the location of medical charts; prepares reports (such as census reports, unit status); establishes new files and maintains existing files; maintains medical records, technical library, and correspondence files;
4. performs data entry by entering patient information into the computerized patient care systems (e.g., electronic medical records, automated billing, electronic lab, x-ray systems, pharmacy systems, etc.), and assuring the accuracy of data entered for insurance/demographic information only;
5. operates office equipment such as copiers, and voice mail messaging systems, and uses word processing, spreadsheet, and other software applications to prepare reports, invoices, financial statements, letters, case histories, and medical records;
6. communicates routine information to the patient (such as instructions on how to operate the telephone or television); escorts patients to their assigned rooms;
7. orders clerical supplies;
8. maintains clean waiting room area conditions; maintains nurse’s station to meet IDPH work environment standards;
9. performs other related duties as assigned.

Employees at this level are capable of dealing with normal clerical duties in several patient-service areas of a clinic. They may function independently in a separate patient clinic. They work under general supervision from higher-level personnel.

A(n) Medical Office Associate typically -

1. enters, codes, verifies, stores, and retrieves information concerning a patient’s medical record either manually or via the electronic medical record (EMR) or other computer information system; compiles and records medical charts, reports, correspondence, and insurance information using a computer system;
2. generates patient’s charge tickets with responsibility for retrieval and accuracy of information; applies correct changes for professional service indicated by the physicians; collects co-payments at the time of service;
3. prepares and deposits monies, daily receipt log, and cash reconciliation sheet at the end of each day; closes out the cash register, credit card, and/or other payment receiving systems;
4. informs new patients of institutional and/or unit billing/payment/insurance procedures and guidelines;
5. responds to routine questions from patients and their families, visitors, and medical staff;
6. orders clerical supplies;
7. advises the supervisor of any safety problems concerning the unit;
8. monitors work completed and alerts superiors to problems that may occur; provides input to supervisors and/or administration regarding the needed changes in the reception area; may assist in the training of individuals at the lower level of this series or other clerical staff;
9. inspects equipment such as mechanical delivery systems and office machines, and reports malfunctions to appropriate persons; carries out manual procedures;
10. establishes, maintains, and updates files and/or records for the unit (such as patient medical records, patient financial files, patient directories, and activity summaries);
11. operates office equipment such as voice mail messaging systems, and uses word processing, spreadsheet, and other software applications to prepare reports, invoices, financial statements, letters, case histories, and medical records;
12. performs duties at the lower levels of this series;
13. performs other related duties as assigned.

Employees at this level provide patients with a broad range of complex, individualized clerical services. They may function as lead workers or may function independently in a clinical unit. They work under general supervision from higher-level personnel.

A(n) Medical Office Specialist typically -

1. works independently, maintaining and overseeing all aspects of the reception area to ensure smooth clinic activity flow; evaluates clerical procedures in the patient unit to identify the need for rescheduling routine activities to prevent peak workload periods;
2. registers and enters patient registration into the computerized patient care system by established policies and procedures;
3. coordinates patients' appointment schedules (e.g., contacts patients to confirm appointments, set up return appointments); mails new information to new patients containing directions, appointment confirmations, and required releases;
4. initiates and retrieves medical records (such as emergency room sheets and x-rays) and other source documents either manually or with a computer;
5. initiates, reviews, and monitors clinic service billing to ensure accuracy, completeness, and timeliness;
6. assists in the supervision of student workers, other clerical staff in the clinical unit, and those at the lower level of this series; assigns work priorities according to established schedule or adjusts them as needed;
7. accepts patient payments and maintains necessary receipt logs; may be responsible for balancing cash drawers/registers;
8. establishes and maintains effective procedures for obtaining and maintaining patient unit supplies and equipment; maintains an inventory of equipment and/or supplies; prepares reports as requested by superiors;
9. assists in possible changes in current operating procedures or suggests the development of new ones; keeps staff informed of any additions/deletions/changes in operating procedure/policies in the clinic;
10. serves as a liaison between reception and auxiliary personnel (medical records, laboratory, x-ray, other clinics, and billing/collections);
11. responsible for maintaining a satisfactory physical environment in the patient unit such as ensuring that equipment is properly placed;
12. monitors work flow; trains new staff; is responsible for training permanent, temporary, and backup coverage in all phases of reception work;
13. verifies external referrals to the health care facility;
14. attends informational meetings/seminars for further education on behalf of the reception unit;
15. performs duties at the lower levels of this series;
16. performs other related duties as assigned.

Employees at this level manage and coordinate on-site activities and personnel in addition to counseling patients with patient account problems. They manage and coordinate the operation of a clinical facility by policies and standards of performance. They work under the direction of a medical director and/or departmental administrator

A(n) Medical Office Coordinator typically -

1. directly supervises non-clinical support staff assigned to a division, including responsibility for screening, hiring, orienting, evaluating, disciplining, training, ensuring staff compliance with policy and procedures, and updating position descriptions;
2. develops and/or assists superiors in the development of unit operating procedures and guidelines; ensures proper implementation of procedures and guidelines by support staff; maintains and updates procedures manuals;
3. participates in clinical staff orientations, and coordinates or conducts ongoing staff development programs;
4. plans and arranges work schedules for assigned personnel, including vacation usage and coverage for unplanned absenteeism;
5. serves as a liaison for unit and other auxiliary personnel (such as medical records, laboratory, or billing and collections); resolves any problems or deficiencies as they occur;
6. conducts and administers fiscal operations, including accounting, planning budgets, authorizing expenditures, co- rates for services, and coordinating financial reporting; justifies budgetary needs for staff, equipment, and supplies;
7. verifies and submits all necessary payroll data for assigned personnel on a timely basis;
8. assists patients who have problem accounts and/or delinquent accounts; set up preliminary pay schedules when appropriate; refers patients with complex account problems and/or severely delinquent accounts to superiors or other staff, as designated;
9. investigates and follows up on special account actions; completes necessary forms and records and forwards to appropriate offices (such as refunds, write-offs, or adjustments);
10. establishes and maintains contact with appropriate third-party payer agencies for referral purposes; processes related forms and maintains appropriate follow-up;
11. ensures that all equipment is present and functioning in appropriate locations before and during use; responds to emergency requests from medical and nursing staff during surgical procedures or treatment;
12. maintains communication between governing boards, medical staff, and department heads by coordinating interdepartmental functioning; provides liaison between departments to arrange for and coordinate necessary support services;
13. monitors the completion of patient charge tickets; audits for proper coding and pricing;
14. manages the needs of students and supervises other clinics as necessary (assisting supervisors with new systems , informing them of all new procedures as they are developed for the clinic, and assisting them with integrating the new systems into their schedules);
15. assists the clinic director in developing and implementing policy and procedures for all persons involved in assisting the clinic clients;
16. registers patients by prescribed policies and procedures as needed;
17. operates computerized patient care systems and auxiliary equipment as required;
18. inspects all assigned locations, ensuring safety, cleanness, appropriate levels of supplies, and properly functioning equipment;
19. provides support to physicians, nurses, reception and referral staff, and patients to ensure quality and efficient patient processing and care;
20. gathers and maintains statistical data for administrative reports, clinic utilization statistics, utilization reviews, Food & Drug Administration, and The Joint Commission regulations, and patient charges;
21. secures and maintains current product information and price lists from outside vendors to ensure cost containment; submits and tracks orders as appropriate;
22. conducts a fiscal inventory of supplies, equipment, and furnishings; maintains records to document changes in that inventory;
23. supervises office personnel in health care facility areas such as patient registration, transcription, immunization compliance, insurance, bursar billing, switchboard, customer service, information desk, and patient medical information, including and not limited to the medical release of information;
24. counsels and provides personal assistance to patients regarding account status, financial policies, and procedures; responds to non-routine, complex questions and/or hospital support services; advises physicians and other staff of special problems or needs of patients as required;
25. develops operating procedures and guidelines for reception and referral personnel; creates, maintains, and updates procedure manuals; ensures proper development and implementation of procedures and guidelines by support staff;
26. serves as department liaison for problem resolutions with other departments;
27. may register patients by prescribed policies and procedures when necessary;
28. performs other related duties as assigned.

MINIMUM ACCEPTABLE QUALIFICATIONS

CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER

1. High School diploma or equivalent.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs)

1. Knowledge of customer and personal service.
2. Written and oral communication skills.
3. Basic computer skills.
4. Ability to effectively communicate with staff members throughout the hospital, patients and families, and volunteers and students.
5. Ability to work under pressure and amid interruptions.
6. Ability to read, comprehend and follow complex instructions.
7. Ability to work with persons from a variety of cultural, economic, and educational backgrounds.
8. Data entry ability.
9. Ability to perform simple calculations (e.g., adding, subtracting, and totaling).

CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER

1. High school diploma or equivalent.
2. Any one or any combination totaling one (1) year (12 months), from the categories below:
   1. Work experience comparable to that performed at the Medical Office Assistant level or in other positions of comparable responsibility.
   2. Work experience in a health care facility such as a doctor's, dentist's, or hospital's office; which involved record keeping, working with the public, direct patient contact, answering telephones, and working with medical terminology.
   3. Graduation from an accredited medical secretarial or paramedical program, such as nursing assistant, medical assistant, or medical secretary.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs)

1. Working knowledge of medical terminology.
2. Knowledge of computers and data entry.
3. Skill in reading, comprehending, and following complex instructions.
4. Organization skills, including time management and workflow.
5. Oral and written communication skills.
6. Ability to interact with and assist patients and their families.
7. Ability to adapt and work under pressure and amid interruptions.
8. Ability to work with people from a variety of cultural economic, and educational backgrounds.
9. Ability to use a medical dictionary.
10. Ability to keep patient information confidential.
11. Ability to perform routine keyboarding accurately.
12. Ability to establish priorities and function independently.
13. Ability to lift 15 pounds of medical records.
14. Ability to perform simple calculations (such as adding, subtracting, and totaling).
15. Ability to function as a part of a team.

CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER

1. Any one or any combination totaling two (2) years (24 months), from the categories below:
   1. College education with coursework in a medical or para-medical field such as nursing assistant, medical assistant, or medical secretary and/or business fields such as business, finance, computer science, public administration, or social science, as measured by the following conversion table or its proportional equivalent:
      • 30 semester hours equals one (1) year (12 months)
      • Associate’s Degree (60 semester hours) equals eighteen months (18 months)
      • 90 semester hours equals two (2) years (24 months)
   2. Work experience comparable to that performed at the Medical Office Associate level or in other positions of comparable responsibility.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs)

1. Knowledge of medical terminology.
2. Knowledge of medical records and operating procedures.
3. Knowledge of medical laboratory and x-ray, billing, and admissions procedures.
4. Knowledge of computer systems and clinic forms.
5. Knowledge of automated admissions and/or billing systems.
6. Skill in maintaining detailed records.
7. Skill in communicating effectively with patients and families from a wide variety of persons from different economic and cultural backgrounds.
8. Oral and written communication skills.
9. Organization skills, including time management and workflow.
10. Skill in adapting and working under pressure and amid interruptions.
11. Skill in explaining rules, policies, and their interpretations.
12. Ability to use a medical dictionary.
13. Data entry ability with great attention to detail.
14. Ability to supervise, train, lead and direct the work of others.
15. Ability to add, subtract, work with percentages, and perform cash transactions effectively.
16. Ability to establish and maintain working relationships with medical staff.
17. Ability to keep patient data confidential.
18. Ability to use independent judgment and resolve problems quickly.
19. Ability to identify work priorities and follow them to complete daily tasks.
20. Ability to be stable and maintain cooperative working relationships with clerical and professional staff.

CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER

1. Any one or any combination totaling five (5) years (60 months), from the categories below
   1. College education with course work in a business medical field such as nursing assistant, medical assistant, or medical secretary and/or business fields such as business, finance, public administration, or social science, as measured by the following conversion table or its proportional equivalent:
      • 30 semester hours equals one (1) year (12 months)
      • Associate’s Degree (60 semester hours) equals eighteen months (18 months)
      • 90 semester hours equals two (2) years (24 months)
      • Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)
   2. Work experience or ancillary service experience comparable to the Medical Office Specialist level or other positions of comparable responsibility.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs)

1. Knowledge of registration and billing procedures.
2. Knowledge of third-party payer reimbursement, disability claim forms, and insurance billing regulations.
3. Knowledge of accounting principles and insurance claims filings and reimbursements.
4. Knowledge of computer systems and clinic forms.
5. Knowledge of automated admissions and/or billing systems.
6. Knowledge of medical terminology.
7. Knowledge of various hospital and/or clinic departmental services.
8. Knowledge of hospital pre-admission and admission procedures.
9. Skill in maintaining detailed records.
10. Skill in communicating effectively with patients and families from a wide variety of persons from different economic and cultural backgrounds.
11. Oral and written communication skills.
12. Organization skills, including time management and workflow.
13. Skill in explaining rules, policies, and their interpretations.
14. Skill in interviewing patients who have a variety of financial problems.
15. Skill in interpreting and implementing procedures, guidelines, and policies.
16. Skill in developing reports and analyzing data.
17. Skill in adapting and working under pressure and amid interruptions.
18. Ability to supervise, train, lead and direct the work of others.
19. Ability to interpret policies, procedures, and guidelines.
20. Ability to interpret a variety of financial, diagnostic, and internal codes.
21. Ability to establish and maintain cooperative working relationships with individuals and agencies internal and external to the unit and/or institution.
22. Ability to solve problems related to intake, accounting, receptions, and patient relations.
23. Ability to work with the media to create advertising and markets plans.
24. Ability to keep patient data confidential.
25. Ability to interpret policies, procedures, and guidelines.
26. Ability to interpret a variety of financial, diagnostic, and internal codes.
27. Ability to use independent judgment and resolve problems quickly.
28. Ability to identify work priorities and follow them to complete daily tasks.