Position: Northside Gwinnett Outpatient Center Administrative Assistant

Location: Lawrenceville, Georgia

Experience: Customer Service and Administrative Assistant experience is preferred

Employment Type: Full Time/40 hours per week

Innovative Therapy Concepts is a Physical Therapist owned and operated Therapy management organization that was founded by Joe Sapp, PT in 2006. We began our partnership with Northside Gwinnett in 2013 to provide therapy services throughout the Northside Gwinnett system. ITC is searching for an administrative assistant that is passionate about patient recovery in a teamwork environment. Northside Gwinnett Outpatient Center is a new facility that opened in January of 2022.  Northside Gwinnett Outpatient Center serves patients with the following needs:  cardiac, pulmonary, physical therapy, occupational therapy, speech therapy, wound care, lymphedema, and lab work needs.  Our administrative assistant team works together to ensure all patients are scheduled in a timely and accurate manner and receive the best customer service possible at our facility.

What We Offer:

• Excellent benefits package, including 401k with company match - Vested from day one
• Wellness Program where we reimburse up to $30 a month towards gym membership as well as participation in active community events (5 K’s/Fun Runs/Mud Runs/Triathlons/etc.)
• Team-focused approach among the administrative assistant team along with therapists, nurses, and referring physicians to ensure all of our patients get the proper care they need.

We Are Seeking:

• Administrative Assistant with a strong drive to learn and grow - enhance your administrative assistant skills while working with an experienced team
• Candidate with a strong emphasis on customer service and attention to detail
• Responsible individual with a solid work ethic
• Excellent communication and people skills

Responsibilities

• Treats patient with kindness and professionalism
• Answer phones and returns messages in a timely manner
• Check in patients verifying their information to ensure therapist is notified quickly to maintain therapist’s schedule as well as patient’s schedule
• Appropriately schedules patients with varying diagnoses according to patient’s orders.
• Displays team mindset and works with team to ensure all tasks are completed by the end of the day
• Interviews patients, or other legally appropriate parties, in a customer-focused manner to obtain patient information necessary for registration, billing, and collection including patient, guarantor, and emergency contact demographics, insurance coverage to include subscriber demographics, and medical reason for visit (Diagnosis Codes) and procedure (Procedure Codes), if applicable.  Enters all information into registration system.

• Answers patient questions regarding routine pre-registration procedures and pertinent hospital policies.

• Identifies patients with inadequate or non-existent insurance coverage by appropriately conducting insurance eligibility search, reducing the incidence of claim denial.  Makes appropriate referrals to insurance verification personnel or financial counseling personnel by placing appropriate standard note codes into each pre-registration.

• Performs surgical case linking, if necessary, by reviewing surgery schedule and converting temporary account into a permanent account number.

• If required, contacts referring physician office to confirm patient’s order information and obtaining physician’s office notes for the patient if necessary for treatment.
• Determines applicable insurance co-pays and deductibles by appropriately conducting insurance eligibility search.  Offers financial options, including financial assistance, and attempts to collect patient responsibility during pre-registration.  Instructs patient to be prepared to make any necessary financial arrangements for any outstanding deductibles or co-pays at the time of service to reduce accounts receivable days and potential for bad debt.

• Must adhere to departmental Uniform / Dress Code policy.

• Is willing and able to orient/train new hires to the department if need be.

• Complies with all established hospital and departmental policies and procedures.
• All other duties as assigned.

Qualifications/Core Competencies:

1. Adaptability

1. adapts to changes in the work environment
2. manages competing demands

• accepts criticism and feedback

1. changes approach or method to best fit the situation

1. Business Ethics and Compliance

1. upholds organizational values
2. performs duties in an ethical manner

• understands and respect patient’s and customers’ rights

1. adheres to rules regulations and policies
2. operates within scope of position

1. Customer Service

1. displays courtesy and sensitivity
2. manages difficult or emotional customer situations

• meets commitments

1. responds promptly to customer needs
2. solicits customer feedback to improve service

4. Dependability
   1. responds to requests for service and assistance
   2. follows instructions, responds to management direction

• takes responsibility for own actions

1. commits to doing the best job possible
2. keeps commitments
3. meets attendance and punctuality guidelines

1. Safety and Security

1. observes safety and security procedures
2. determines appropriate action beyond guidelines

• uses equipment and materials properly

1. reports potential unsafe conditions

1. Age-Specific Care

1. demonstrates knowledge of growth and development
2. conducts age appropriate assessment

• provides age appropriate care

1. uses appropriate communication technique

1. Initiative

1. volunteers readily
2. undertakes self-development activities

• seeks increased responsibilities

1. takes independent actions and calculated risks
2. looks for and takes advantage of opportunities
3. asks for help when needed

1. Performance Improvement

1. participates in performance improvement efforts
2. strives to increase personal productivity

• develops efficient work methods

1. seeks ways to improve systems and services
2. focuses on achieving patient satisfaction

1. Job Knowledge

1. demonstrates technical skills and knowledge
2. exhibits ability to learn and apply new skills

• keeps skills and knowledge current

1. acts as resource in area of specialty

1. Judgment

1. displays willingness to make decisions
2. exhibits sound and accurate judgment

• supports and explains reasoning for decisions

1. includes appropriate people in decision making process
2. makes timely decisions

1. Interaction with Patients and Other Customers

1. listens and responds to patient needs
2. respects patients’ confidentiality and privacy

• treats patients and families with compassion

1. adapts communication to meet patient needs
2. supports social, spiritual and cultural needs
3. manages difficult or emotional patient situations

1. Planning and Organization

1. prioritizes and plans work activities
2. uses time efficiently

• plans for additional resources

1. integrates changes smoothly
2. sets goals and objectives
3. works in an organized manner

13. Teamwork
    1. balances team and individual responsibilities
    2. exhibits objectivity and openness to others’ views

• gives and welcomes feedback

1. contributes to building a positive team spirit
2. puts success of team above own interests

1. Medical Equipment Use

1. understands equipment operation
2. demonstrates technical skill in using equipment

• maintains equipment in working order

1. troubleshoots equipment problems

1. Documentation

1. documents required information
2. uses correct terminology

• conforms to required style and format

Technical Competencies:

• Use of intranet, Microsoft Office, Current EMR, MD NetLearning.
• Daily operation and basic maintenance of office equipment and machines such as phone system, fax, copier, etc.

Management Rights:  Nothing in this position description restricts management’s rights to assign or reassign competencies, duties and/or responsibilities to this job at any time.

 KNOWLEDGE, SKILLS, AND ABILITIES/LICENSE OR CERTIFICATION REQUIRED

1. High school diploma or equivalent.
2. Excellent communication and strong customer service skills
3. Working knowledge and ability to perform accurately and efficiently on computer
4. Typing skills of 40 wpm

KNOWLEDGE, SKILLS, AND ABILITIES/LICENSE OR CERTIFICATION PREFERRED

1. Eighteen (18) months clerical, customer service, insurance, registration, or call center experience in a healthcare setting

MATHEMATICAL SKILLS

Basic mathematical skills

REASONING ABILITY

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

TRAINING REQUIREMENTS

1. Ability to successfully complete and pass the appropriate revenue cycle training classes and computer-based learning modules.

• The multiple day training course is for the following staff:
  • New hires, full, part time, and PRN.
  • Transfers, full, part time, and PRN (if the employee has not already taken the courses).

• Each course has a passing grade of 90% or above.

• New Hire and Transfers who do not initially pass any of the courses will be offered another chance to either retake the course or retake the test within their initial 90-day probationary period.

1. Each new employee to the department will have a 90-day probationary period with monthly one-on-one discussions with the supervisor to discuss progress and gauge the employee’s individual productivity toward the requirements.

SERVICE EXCELLENCE BEHAVIORAL EXPECTATIONS

1. Demonstrates professionalism
2. Practices respectful and effective communication
3. Anticipates and responds promptly to needs and requests of others
4. Takes ownership and accountability for actions and behaviors in the workplace
5. Demonstrates care and compassion for others
6. Demonstrates commitment to co-workers