JOB SUMMARY

This dual-role provides both skilled front office and clinical support to the physician practice and serve as a liaison between the physician and patient to coordinate care. When required, provides direct patient care by working collaboratively with the care team. Functions as a member of the patient's ambulatory care team while delivering exceptional customer service, ensuring patient safety, privacy and loyalty. Provide healthcare services under the direction of the Practice Manager and/or designee, and physicians in the Swedish Medical Group. This role may provide direct clinical care to patient including vital signs, phlebotomy, vaccinations, injections, and assist with clinical procedures. This role may help answer phones, schedule appointments, and gather general information to register patients.

RESPONSIBILITIES

Essential Functions

* Demonstrates a commitment to the mission of Swedish Hospital and demonstrates a service orientation and adheres to all responsibilities and standards of the Swedish Medical Group.

• Greets patients providing a high level of customer service and answers telephone referrals/inquiries.
• Prepares patients for the health care visit by directing and/or accompanying them to the examining room; provides exam gowns and drapes; helps to position patient for the examination and/or treatment; arranges exam room instruments, supplies, and equipment.
• Verifies patient information by interviewing patient; reviews and/or records medical history; takes vital signs; confirms purpose of visit or treatment.
• Supports patient care delivery by assisting the healthcare providers during examinations; prepares laboratory specimens; performs basic laboratory tests on the premises; disposes of contaminated supplies; sterilizes medical instruments; administers medications on the premises; authorizes drug refills as directed; telephones prescriptions to pharmacies; draws blood; prepares patients for x-rays; takes electrocardiograms; removes sutures; changes dressings; prepares for and assists with procedures as directed, specialty specific clinical duties as directed.
• Educates patients by providing medication and diet information and instructions; answers questions.
• Completes records by recording patient examination, treatment, and test results.
• Generates revenues by recording billing information of services rendered; completes insurance forms; responds to insurance and other third-party inquiries.
• Answers incoming calls promptly, courteously, and in a caring friendly manger, ensuring outstanding customer service at all times
• Accurately, appropriately and efficiently schedules services, tests, procedures, and appointments for multiple departments, adhering to specific department guidelines and protocols, ensuring service excellence at all times
• Advises patients of the collections policy and explains payments, deposits and co-pays. Directs patient to the cashier or financial counselor when indicated.
• Keeps supplies ready by inventorying stock; places orders; verifies receipt.
• Keeps equipment operating by following operating instructions; troubleshoots breakdowns; maintains supplies; performs preventive maintenance and calls for repairs as needed.
• Maintains safe, secure, and healthy work environment by following and enforcing standards and procedures; complies with legal regulations.
• Maintains patient confidence and protects operations by keeping patient care information confidential.
• Adheres to professional standards, policies and procedures, federal, state, and local requirements and Patient Centered Medical Home standards.
• Maintains current job knowledge by participating in educational opportunities
• Takes initiative and explores opportunities for accomplishing new and different tasks or projects

Other Functions

• Participates in maintaining an environment conducive to safety, patient comfort and privacy, as well as employee safety.
• Provide cross-coverage to other offices in the medical group as necessary.
• Observes established hospital/department policies and procedures, safety, environmental and infection control standards.
• Participates in quality improvement activities/projects
• Participates in department meetings, appropriate in-services, and educational opportunities.
• Clinical Skills, Creating a Safe, Effective Environment, Health Promotion and Maintenance, Hospital Environment, Procedural Skills, Documentation Skills, Verbal Communication, Inventory Control, Planning, Dependability, Medical Teamwork
• Other duties as assigned by supervisor or manager.

INTERNAL AND EXTERNAL CONTACTS

* Direct contact or phone contact with patients and medical staff.

* Frequent contact with patients, visitors, employers, physicians, nurses and insurance companies

ENVIRONMENT.

* Wear an N95 mask / PAPR and other PPE as appropriate

* Walking, bending, stooping, long periods of stationary standing, pushing, pulling, lifting

* Primary body position: Sitting = 60%, Standing/Walking = 40%

* Lifting requirements up to 50 pounds occasionally or frequently

* Potential exposure to airborne diseases: 100% of the time

* Potential risk of blood borne exposure: 100% of the time

* Some travel outside the hospital is involved using own transportation: 5%