UCSF MEDICAL CENTER JOB DESCRIPTION Administrative Assistant III-Lead - 1 - WORKING TITLE: Assistant III Lead DATED: 5/17/12 COST CENTER: 765003 UPDATED: REPORTS TO: Analyst V- Supervisor DEPT: Radiology APPROVED BY: Radiology Operations Director SUPERVISES: n/a MANAGER S SIGNATURE: To be completed by Human Resources: FLSA STATUS: PAYROLL TITLE: PAY RANGE: JOB CODE: JOB SUMMARY The Assistant III (AA III) - Lead is primarily responsible for representing the clerical team as the public face of Radiology and works closely with the clerical and management teams to support practice operations and customer service recovery and intervention efforts. S/he provides support to all functions of the clerical teams to include: reception duties, patient registration, document management, scheduling, and film library functions. The AA Lead will be responsible for Radiology APEX functions to include: working the work queues and other duties as assigned. The AA III- Lead is responsible for the maintenance of all routine clerical operations and communications. S/he adheres to the UCSF House and Telephone Standards and is sensitive to the needs of patients, staff and providers at all times. The AA III- Lead is a team player who works closely with others and who is flexible in dealing with the changing priorities. S/he is a self-reliant individual who synthesizes his/her knowledge of practice operations in order to problem-solve, prioritize and facilitate complex transactions in the course of his/her daily activities. DUTIES & ESSENTIAL JOB FUNCTIONS REGISTRATION SERVICES Collects and updates accurate patient demographic information, and insurance and billing information; Checks insurance eligibility for all patients. Opens new patient accounts or updates existing patient accounts. Routes non-routine billing problems to practice billing coordinators. Determines a patient s co-pay obligation and collects it at the time of the visit; may also collect payments on patient accounts. Gives priority to the timely registration of patients on check-in and is aware of the necessity of maintaining practice flow paying careful attention to the performance improvement initiatives to reduce delays. Page 1 of 7
- 2 - CLERICAL RESPONSIBILITIES Schedules all new patient and established patient appointments using IDX / Apex. Has a keen awareness of the need to provide prompt and convenient appointment access to patients. Adheres to the provider productivity standards established for the practice and schedules appointments with the appropriate appointment type. Upholds UCSF policy regarding the maintenance and confidentiality of the medical records Prepares all paperwork and files for patient visits. Confirms patient appointments the day before. Triages all telephone calls, screening for emergencies and routing all messages, requests for same day appointments, etc. to the appropriate person or unit. Utilizes legacy systems and Apex to retrieve pertinent patient data. Act as a New Patient navigator to introduce new patients to the practice and UCSF Medical Center COORDINATION AND COMMUNICATION OF PATIENT SERVICES Understands the concept of managed care and is knowledgeable about the resources available to the staff in regards to knowing the specific requirements of individual managed care plans. Assists patients to understand the concept of managed care. Demonstrates an ability to adjust priorities as required for smooth operation of the practice. Provides administrative support to providers in coordination of patient care (i.e. sending patient letters, educational materials, results of tests, etc.) Schedules procedures and tests providing appropriate instructions to patients. Collaborates with clinical staff in problem-solving patient needs and requests for same day appointments. Works together with the clinical staff in the processing and follow-through of urgent patient needs. Demonstrates courtesy and overt helpfulness in all interactions. Collaborates with Practice Manager in the resolution of patient complaints. Participates in team building by actively contributing during meetings with staff and providers in discussion of all practice activities and performance improvement initiatives. ENVIRONMENTAL RESPONSIBILITIES Reports any malfunctioning of equipment. Monitors and maintains the reception area, making sure it is tidy and there is adequate availability of reading and educational materials. Ensures that the temperature of the reception area is comfortable and that there is adequate and appropriate seating for all patients. Observes the waiting area and performs customer service intervention when patients have been waiting a long time or are not receiving adequate service CUSTOMER SERVICE OUTREACH Page 2 of 7
Deal directly with patients either by telephone, electronically or face to face Administrative Assistant III-Lead - 3 - Respond promptly and courteously to internal and external inquiries Handle front line patient complaints with the support of the Practice Manager Support all performance improvement initiatives as outlined by the Medical Center leadership through active participation and initiation Obtain and evaluate all relevant information to handle inquiries and complaints Follow up on customer interactions S/he is a strong team player, has a dedicated work ethic, and is willing to learn and adapt to new tasks when asked. S/he is comfortable building rapport with patients quickly and is able to work effectively with and without supervision and remain calm and friendly in all interactions with patients Notifies technologists of patient delays and service issues. Acts and advocate for patients to help facilitate punctuality in seeing patients according to schedule. Communicates delays with front office team and makes regular announcements to waiting room as needed when delays are over 30 minutes. Offers suggestions for change or improvement in clinic/practice operations. S/he leads by example in the areas professional appearance, demeanor and body language, making eye contact with patients and internal customers, exhibits a friendly demeanor smiling to put patients at ease. FILM LIBRARY Burn CD or print hard copies (as necessary) films for patients and other facilities per patient s request. Ability to look up patient s report on the Radiology Information System and APEX. Competency in the PAC s system for image retrieval. Collaborates with film library staff in problem-solving patient needs and internal requests. Works together with the film library staff in the processing and follow-through of urgent patient and internal customer needs. OTHER FUNCTIONS AND RESPONSIBILITIES Perform other duties as assigned. QUALIFICATIONS Graduation from high school and four years of related experience, or graduation from college and two years of related experience; or an equivalent combination of education and experience. Demonstrated computer familiarity, keyboard skills, computer literate in programs such as Microsoft Word, Excel and Outlook required. Demonstrated experience in a professional environment requiring a very high level of customer service interaction Experience as Epic/ APeX user Page 3 of 7
PREFERRED Medical terminology helpful. Prior UC experience Administrative Assistant III-Lead - 4 - PHYSICAL REQUIREMENTS / WORK ENVIRONMENT Attach Physical Requirements for Employment form which describes activities such as bending, lifting, walking, sitting, turning, repetitive motion, and environmental conditions to the extent that the physician performing the pre-employment physical examination can determine whether the person is physically fit to perform the duties without injuring themselves or others. This form also addresses exposure risks to the employee (i.e., blood, body fluids or tissues). Note: For most office positions, the statement Work is primarily sedentary in nature, no special demands are required. is sufficient. The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Page 4 of 7
- 5 - Job Title: AAIII- Lead Job Code: Department: Radiology Physical Job Requirements Activity Never Occasional 1%- - 33% Frequent 34%-66% Continuous 67%- 100% Activity Never Occasional 1-33% Frequent 34%-66% Continuous 67%- 100% Sitting Pulling 0-20 lbs. Standing Pull Pulling 21-30 lbs. Body Positions Walking Squatting Bending Pulling 31-60 lbs. Pulling over 60 lbs. Fine finger manipulation Waist Twisting Kneeling Crawling Hand/Arm Gross manipulation Simple grasp Power grasp Climbing Climbing stairs Climbing ladders Repetitive hand/arm use Loud noise Other: Background noise Reaching Reaching Overhead Reaching shoulder height Reaching below shoulder height Exposures Dim or bright lighting Dust, fumes or gases Chemicals or toxic substances Lifting 0-20 lbs. Latex Lifting 21-30 lbs. Radiation Lifting 31-60 lbs. Combative patients Lifting Lifting over 60 lbs. Ability to differentiate color Lifting up to 20 lbs. overhead Lifting up to 20 lbs. above waist Other Verbal communication Operating motor vehicles Lifting up to 30 lbs. below waist Use of protective equipment Ca rry ing Carrying 0-20 lbs. Other: Page 5 of 7
- 6 - Carrying 21-30 lbs. Carrying 31-60 lbs. Carrying over 60 lbs. Pushing 0-20 lbs. Push Pushing 21-30 lbs. Pushing 31-60 lbs. Pushing over 60 lbs. BLOOD/FLUID EXPOSURE RISK: (check the right category) N/A Category I: Tasks involve exposure to blood, fluids or tissue Category II: Usual tasks do not involve exposure to blood, body fluid, or tissues but job may require performing unplanned Category I tasks. X Category III: Tasks involve no exposure to blood, body fluids, or tissues. Category I task are not a condition of employment. Page 6 of 7
- 7 - ACKNOWLEDGMENT FOR RECEIPT OF JOB DESCRIPTION I have received a copy of the Job Description and have read and understand its contents. Employee Name (Please Print) Date Employee Signature Date Supervisor s Signature Date Page 7 of 7