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CENTER FOR EYE CARE

DEPARTMENT ASSISTANT - Fiscal Team

BASIC FUNCTIONS AND RESPONSIBILITIES

Provides a broad and variable range of financial, billing and patient service support for the School of Optometry Center for Eye Care. Assists the Departmental Specialist-Fiscal Officer and the Center Manager with routine on-going billing and financial work and special projects. Works with insurance HCFA claim forms and remittances to gather information necessary to process billing claims that need additional information or corrections. Tasks typically include but are not limited to the following: review and monitor insurance payments for consistency and accuracy, data entry and posting of insurance and patient payments, placing calls to insurance companies and patients to collect unpaid claims and bills from practice management insurance and patient collection and aging reports, preparation of Cash Received Reports (CRRs) and daily bank deposits.

ESSENTIAL DUTIES & RESPONSIBILITIES

ATTENDANCE

• Report for scheduled work shifts in a dependable and timely fashion in order to minimize the interruption or delay of regular work output for the department.
• Occasionally work additional hours as business needs require in order to complete projects or meet heavy demand.

BUDGET AND ACCOUNTING SUPPORT

• Prepare and distribute a variety of accounting documents such as receipts, Cash Received Reports (CRR), payroll, data entry of financial and business transactions.
• Process and post insurance and patient payments using the Center’s practice management software.
• Use manual or computerized bookkeeping methods as appropriate for tracking Center income and expenses to provide administrators with correct and current account balances.

CORRESPONDENCE & DOCUMENT PREPARATION

• Accurately utilize typewriter and/or common word-processing software and equipment to type correspondence, reports, technical documents and forms in order to support, in a timely fashion, the work of Departmental Specialist or Center Manager.

DATA MANAGEMENT SUPPORT

• Compile, organize and summarize information; prepare reports in order to assist Department Specialist or Center Manager in conveying or presenting such information.
• Data entries to update financial and payroll systems in order to ensure accurate and timely records.
• Review and monitor insurance remittances for consistency of payment amount for contracted services. Identify discrepancies and place calls to insurance companies to investigate discrepancies and request appropriate payment. In case of an overpayment, forward the necessary information and documentation to the Department Specialist to process the appropriate refund.
• Maintain accurate activity support logs.
• Place collection calls to insurance companies, patients and agencies on overdue claims and bills. Maintain accurate activity support logs.
• Use standard spreadsheet or database software to compile and report data to Department Specialist and Center Manager.
• Calculate and post business and financial data entries in order to prepare data for processing or reporting.
• Complete forms, questionnaires or worksheets at request of Department Specialist and Center Manager to respond to information requests from internal sources.
• Maintain effective filing systems (hard-copy and/or computerized systems) to ensure access to relevant records and information.
• Maintain effective reference materials and back-ups for hard-copy and/or computerized information in order to ensure access to relevant information.

TECHNICAL KNOWLEDGE AND SKILLS

• Demonstrate knowledge of the content and context of billing forms and document such as insurance remittances and HCFA forms.
• Demonstrate knowledge of insurance companies’ guidelines for claims preparation, billing and collection.
• Work with ten-key calculators, computers and practice management software in a competent manner.
• Demonstrate and maintain technical knowledge of the job and of related procedures and policies in order to provide high quality support to the department. This may involve participation in advanced training and/or certification in field as appropriate.

INTERACTIVE SKILLS

• Adapt to new work situations, people, ideas, procedures and organizational structures in order to accommodate an evolving work environment.
• Build successful relationships with patients, co-workers and vendors. Communicate and work effectively as a team member in order to maximize the effectiveness of the work group
• Exhibit maturity, reliability, composure and stability under pressure in order to handle on-the-job challenges.
• Understand and abide by a high standard of professional ethics in order to ensure the integrity of the organization.
• Work successfully with diverse others and uphold the University's commitment to equal employment opportunity and affirmative action in order to help the organization realize its commitment to excellence through diversity.
• Begin assignments without prompting, maintain productivity in both quantity and quality work, and appropriately follow work instructions from the Department Specialist and the Center Manager to plan, organize and prioritize work in order to maximize the resource utilization of the department.
• Independently contribute ideas and process improvements, and look for creative solutions and better ways of doing things; constructively challenge the status quo in order to meet goals of continuous improvement.
• Identify, analyze and address problems in order to resolve issues whenever possible in a way that maximizes positive effects and minimizes the negative impact on the organization
• Make appropriate, timely and effective decisions in order to support the work of the Department Specialist and Center Manager.

OTHER DUTIES

Other duties as assigned.

QUALIFICATIONS

• High school diploma. Some college coursework is desirable.

• At least two years of responsible work at a health care facility performing financial and billing functions and tasks. Knowledge of billing forms and documentation, CPT and ICD-9-CM codes, insurance guidelines for claim processing and reimbursement and collection techniques.

• Proficient with accounting, billing and payment procedures. Some experience with report preparation, verbal or written. Excellent communication skills and ability to work with a diverse group.

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CENTER FOR EYE CARE

BILLING DEPARTMENT SPECIALIST - BILLING & FISCAL OPERATIONS

BASIC FUNCTION AND RESPONSIBILITY

Serve as an internal information resource for the Center for Eye Care sites by providing expertise in the areas of billing, collections and other related fiscal operations.  Review and coordinate Center provider status for college clinical faculty for a broad range of insurance and vision plans.   Work with the Department Assistant for the Assistant Dean for Academic Affairs and Clinic Programs in the areas of  provider enrollment and credentialing processes for new faculty members and the re-credentialing process as regularly requested by insurance companies.  Generate patient accounts management reports to review and monitor patient and insurance payments.  Direct the CEC billing and collection activities and efforts to maximize collections and minimize write-offs.   Review and pay invoices for office and patient care supplies, contact lenses, frames and lenses, services and any other clinic purchases for all CEC sites.   Initiate bid for large purchases and coordinate the process with the campus Procurement Office from the beginning of the bid, award, purchase, receipt and payment.  Approve and process refunds to patients, insurance companies and agencies.  

PROVISION OF CONTENT EXPERTISE

• Serve as an internal information resource in the areas of billing, collections and purchasing for the support staff, faculty and administrators at all sites of the Center for Eye Care.  Work with the billing staff and the Business and Fiscal Operations Specialist to monitor claims status, reimbursement fees and aging reports. Work closely with the Center for Eye Care Manager and Front Desk Coordinator and inform them of any provider or billing changes and updates.  .                                                 
• Answer any questions in the areas of billing, collections and purchasing.
• Anticipate and identify problems and developments in the managed care field that may effect Center operations in order to ensure continuous improvements in the areas of billing, collections and purchasing.

INFORMATION MANAGEMENT

• Assist the Center Manager with the formulation of policies, practices and guidelines relevant to billing, collections and purchasing.                                                                                                                       
• Assist the Business and Fiscal Operations Specialist and the Center Manager with the analysis and evaluation of managed care plans and insurance companies and to keep accurate and updated manuals and files for managed care plans and insurance companies.  Review the insurance manuals to ensure proper billing and collections practice.
• Generate practice management reports on patient account management aging, by insurance.  Analyze the reports and coordinate collection of accounts with the billing staff.
• Keep reimbursement remittance advisories in binders, by insurance for each site of the Center for Eye Care for fast and accurate documentation for reviews and audits.
• Assist the Center Manager with the monthly review and reconciliation of the financial reporting system for accuracy of entries for all the sites of the Center for Eye Care.
• Prepare daily bank deposits in the absence of the Center Manager or other designated person.

BILLING AND PATIENT ACCOUNTS MANAGEMENT

• Monitor and review insurance claims.  Ensure that claims are complete and free of errors and that any additional documentation required is attached to the claims.  Coordinate weekly claims submission.
• Generate patient account aging reports on a regular basis to assign, coordinate and perform rebilling and collection on a timely manner to maximize the collection rate of patient accounts. 
• Analyze remittance advisories from insurance companies to ensure that reimbursement for claims is consistent with the payment schedule and provider agreements on record.  Coordinate re-submission of denied claims for consideration of payment. 
• Generate and review patient bills and Lions Club accounts for completeness and accuracy.  Coordinate patient and agency bills mailings.

BUDGET AND ACCOUNTING SUPPORT

• Review invoices for office and patient care supplies for accuracy.  Make sure that eligible discounts are taken and that delivery charges and any other fees are in line with the negotiated agreements.
• Code all payments for Center for Eye Care purchases with the P.O. number, Mo Code, Dept ID or other fiscal information to reconcile them in the PS Financial Production software.   Generate payments via purchase orders, non P.O. vouchers, IOFs  or pro card.   
• Obtain any other signatures as required.  Reconcile all expenses in the PS Financial Production software.  Maintain up to date files for all fiscal documents for the Center for Eye Care.    
• Review income and expenses for all CEC accounts on line (People Soft) for accuracy on a quarterly basis and by the end of each fiscal year.
• Assist with yearly inventory processes.
• Maintain the integrity of the petty cash kept in the safe.  Verify safe contents on a regular basis.
• Maintain records of fiscal and billing transactions in compliance with the university records retention policies. 

INTERNAL AND EXTERNAL RELATIONSHIPS

• Act as a liaison between department and other department or divisions in order to facilitate problem solving and continuous improvement across functional lines.
• Serve in a lead role to coordinate the work of support staff and/or other specialist.
• Participate in the interview, selection, and performance review of support staff and exercise functional supervision over support staff, to improve and maintain a highly effective work team.
• Represent administrators at meetings and conferences as needed
• Answer vendor questions about status of payment or any other related information.  Work closely with the campus Business Services, Procurement and Accounting offices to resolve invoice payment issues in a prompt and efficient manner.
•  Maintain all accounts as current as possible, in compliance with University regulations and guidelines.
• Supervise performance of Center for Eye Care billing staff.  Process timesheets and approve vacation and time-off requests for the support staff. 
• Implement components of Standard Operating Procedures - Billing

TECHNICAL SKILLS

• Demonstrate and maintain expertise in insurance billing and collections area by attending insurance carrier sponsored seminars and workshops. 
• Maintain strong working knowledge of third party billing and collections policies, procedures and laws.   
• Use writing, computers and analytical skills to evaluate billing documents to improve the efficiency of the billing and collections efforts.
• Demonstrate and maintain expertise on the practice management software and equipment relevant to the billing and collection modules. 

INTERACTIVE SKILLS

• Exercise initiative, independence and maturity in generating and monitoring work efforts, in order to provide self-sufficient expertise requiring minimum supervisory intervention.
• Think creatively and critically about insurance plans and service agreements in order to promote continuos improvement on enrollment and credential processes.
• Understand and abide by a high standard of professional ethics, in order to ensure the integrity of the billing and collections process.
• Maximize the use of available resources to provide high productivity to the department.
• Demonstrate effective spoken and written communication skills, in order to provide clear instructions and to motivate others, provide compelling explanations, listen effectively, and make high quality decisions to improve the billing and collections efforts.
• Deal effectively with a highly complex political and social environment, in order to foster and maintain positive attitudes and to promote effective and positive change.
• Manage time effectively to accomplish highest priority goals and objectives.
• Communicate effectively with co-workers, students and faculty to assure mastery of billing and collection and responsiveness to patient service needs.

PLANNING AND RESOURCE ALLOCATION

• Assist management in the development of objectives and plans for ongoing billing activities and collection goals.  Use those objectives to set priorities for the department.
• Project future needs and budgetary implications for your area of responsibility/
• Maintain and reconcile fiscal activity in the billing and collection department and in the expense accounts for the Center for Eye Care sites.

MINIMUM QUALIFICATIONS

Bachelor's degree in Business Administration, Accounting, or a related area.  At least five years of related medical billing and fiscal experience is necessary.

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CENTER FOR EYE CARE

BILLING AND FISCAL OPERATIONS SPECIALIST

BASIC FUNCTION AND RESPONSIBILITY

To provide expertise in the development and coordination of policies and procedures regarding financial administration and reporting, budgets, general accounting, and internal controls within major campus units. Function as a key staff member in the planning and implementation of long and short range organizational goals as they relate to fiscal and business operations.

CHARACTERISTIC DUTIES

Planning & Resource Allocation

1. Coordinate, develop and administer all academic & clinic financial policies and financial management practices.

2. Develop, direct, and administer academic & clinic accounting and budgeting functions.

3. Establish and direct all academic and clinic cash management functions, including overall design and internal control features.

4. Develop, recommend, and monitor accounting systems for academic income producing operations. Implement billing and collection procedures for the Center for Eye Care.

5. Provide leadership in the implementation of new computerized financial information and reporting systems.

6. Develop new, and improve upon existing, methods for examining the academic & clinic financial health.

7. Analyze and evaluate current policies and procedures. Lead administrative units in the development of new and revised policies and procedures to respond to changing needs and to achieve objectives. Maintain Center For Eye Care patient financial database.
   

Budget Support

1. Review, analyze, and examine unit financial and management operations in order to improve controls and compliance with University procedures, eliminate duplication of effort, and improve efficiency and effectiveness of operations.

2. Assist administration in developing comprehensive current operating budgets and plans for the use of fund balances. Produce comprehensive, aggregate budgets to document financial plans for the academic and clinic aspects of the unit.

3. Prepare executive summaries of budget content for administrators; conduct budget discussion meeting with appropriate administrators to clarify questions and address issues raised.

4. Advise administration of impact of organizational design issues on financial management operations. Units may have revenue, general operating, gift, grant, auxiliary, plant, and/or other fund types.

5. Monitor actual versus budget operational experience throughout the year for all accounts; provide advice to appropriate administrators to resolve potential problems.

6. Review routine budgeting and accounting transactions such as disbursement vouchers, cash receipts, money received reports, journal vouchers, changes in budget, and IDO’s to insure the charging of appropriate accounts and compliance with specific source of funds guidelines and University policies.

7. Maintain fund balance database and Center For Eye Care patient resources to optimize financial operation; make recommendations to resolve potential financial problems.

8. Maintain detailed financial and statistical records to supplement general financial information.

9. Assist in the analysis of income and expense operations for the academic & clinical aspects of the unit.

10. Supervise financial and administrative operations and reporting systems.

11. Prepare budget adjustments and consolidation of departmental budgets into a single unit.

12. Develop quarterly financial review procedures for unit.

13. Other duties as assigned.

Report Preparation

1. Prepare analytical studies and advise appropriate administration regarding finances and other business activities.

2. Extract budgeting, accounting, and other data from various information systems and assemble data for analytical purposes for internal reporting purposes as needed.

3. Audit figures, which comprise data being assembled for analysis and presentation.

4. Provide data to be used in graphic materials in order to demonstrate trends in resource coordination, allocation and use.

5. Design and prepare recurring financial reports from available accounting and budgeting data.

6. Prepare monthly reports regarding academic & Center For Eye Care budgets, accounts and ledger balances.

7. Compile data and prepare financial management reports as directed by appropriate administrators.

8. Assist with the implementation of the school’s compliance plan.

Information Management

1. Assist with the development of systems for budgeting, accounting and financial reporting.

2. Use standard spreadsheet software to compile, analyze, and report financial data.

3. Develop effective filing systems (hard-copy and/or computerized systems) to ensure access to relevant records and information.

4. Maintain effective reference materials and back-ups for hard-copy and/or computerized information, in order to ensure access to relevant information.

TECHNICAL KNOWLEDGE & SKILLS

1. Demonstrate and maintain advanced knowledge of university accounting and budgeting procedures.

2. Demonstrate and maintain working knowledge of University policies and procedures and applicable external laws and regulations.
3. Maintain skills in computing and technology as necessary to perform other duties.

4. Begin assignments without prompting, maintain productivity in both quality and quantity of work, and appropriately plan, organize, and prioritize work, in order to achieve maximum benefit for campus.

5. Independently contribute ideas and process improvements, and look for creative solutions and better ways of doing business, in order to meet goals of continuous improvement.

6. Identify, analyze, and address problems in order to resolve issues whenever possible in a way that minimizes the negative impact on the organization.

7. Make appropriate, timely, and effective decisions, in order to support the work of the unit.

INTERACTIVE SKILLS

1. Build successful relationships with customers, co-workers, administrators, and campus wide financial personnel. Communicate and work effectively as a team member, in order to maximize the effectiveness of the work group.

2. Adapt to new work situations, people, ideas, procedures, and organizational structures in order to accommodate an evolving work environment.

3. Exhibit maturity, reliability, composure, and stability under pressure in order to handle on-the-job challenges.

4. Understand and abide by a high standard of professional ethics, in order to ensure the integrity of the organization.

5. Work successfully with diverse others and uphold the University’s commitment to equal employment opportunity and affirmative action, in order to help the organization realize its commitment to excellence through diversity.

6. Act as a resource person to all staff in unit and appropriate others on campus regarding fiscal matters.

7. Answer complex questions or give directions in order to provide correct and timely information, guidance and assistance to unit managers, budget and financial management personnel, or internal and external auditors.

8. Advise customers or unit personnel on proper procedures and policies, in order to ensure appropriate requirements are met.

MINIMUM QUALIFICATIONS

 A master’s degree in business administration or an equivalent combination of education and experience from which comparable knowledge, skills, and abilities can be acquired is required.

Ten years of related experience is required.

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Minimum of two years of work experience in optical dispensing, preferably in a teaching institution or a private practice.
ABO certification or willingness to obtain certification highly desirable.
High school diploma and some college coursework is preferred.

Bachelor's degree or equivalent combination of education and experience from which comparable knowledge, skills and abilities can be acquired is necessary.
At least five years of dispensary and benchwork experience is necessary.
ABO certification

BASIC FUNCTION AND RESPONSIBILITY

• To manage the operational, financial and personnel activities of the School of Optometry Center for Eye Care.
  

CHARACTERISTIC DUTIES

Staff

• Interview, select, train, evaluate and counsel all staff of the Center for Eye Care.
• Instruct and advise staff on changes in policies, procedures or working standards.
• Develop and update SOPs and staff manual as needed.
• Assure proper staffing at all Center locations.
• Develop, implement and monitor staff workload standards and productivity reports.

Operations

• Maintain Center patient records and financial database.
• Implement and assist in the development of Center policies and procedures that are consistent with university's
• Assure that all faculty credentials are maintained on file.
• Represent staff and participate in appropriate Center committee activities.
• Prepare annual budget and monitor revenue/expenditures during the year.
• Monitor Center operations and objectives to ensure the most effective services are being provided.
• Oversee development of Center statistics for analysis.
• Monitor Center billing functions and revenue status.
• Develop, delegate and monitor Center operational goals, objectives and programs, and ensure timely completion.
• Implement and assist in the development of quality assurance programs for the Center.
• Collaborate with all center and service administrators to ensure delivery of quality services.
• Confer with Center administrators and service chiefs to resolve operational problems and promote communications and good guest relations with patients and the public.
• Coordinate research and educational activities in order to support faculty in their involvement in these activities.
• Responsibility for addressing patient complaints.

SUPERVISION RECEIVED

• Direction is received from the Interin Clinic Director.
  

SUPERVISION EXERCISED

• Administrative and functional supervision is exercised over the staff of the Center for Eye Care.
  

QUALIFICATIONS

• A master's degree in business, finance, management, or accounting is required along with 3 to 4 years of experience in a related field.
• Knowledge of budget management and financial reporting required along with excellent communication skills, verbal/written and analytical reasoning is necessary.

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BASIC FUNCTION & RESPONSIBILITY: Provides a broad and variable range of clerical and administrative support for Center for Eye Care administrators and administrative staff. Assists Center for Eye Care administrators and administrative staff in numerous areas typically including: visitor interaction, telephone assistance, correspondence & document preparation, scheduling support, equipment/supply/facility coordination, mail/delivery support; supervision of part-time/student workers, data management support.

ESSENTIAL DUTIES & RESPONSIBILITIES:

ATTENDANCE

• Report for scheduled work shifts in a dependable and timely fashion, in order to minimize the interruption or delay of regular work output for the Center for Eye Care.
• Occasionally work authorized overtime as business needs require in order to complete projects or meet heavy demand.

CORRESPONDENCE & DOCUMENT PREPARATION

• Accurately utilize typewriter and common word-processing software and equipment to type correspondence, reports, manuscripts, minutes, lists, form’s, and other documents from written drafts or dictating machine as directed--both for routine tasks as well as special major projects--in order to support in a timely fashion the work of Center for Eye Care administrators and administrative staff.
• Edit and proof materials for accuracy and compliance with guidelines; determine and utilize correct format, grammar, punctuation, and spelling.

CUSTOMER INTERACTION

• Answer common questions or give directions, in order to provide correct and timely information, guidance, and assistance.
• Appropriately refer to or seek assistance from Center for Eye Care administrators and administrative staff, in order to ensure that complex or unusual questions are answered in a correct and timely fashion.
• Listen carefully and provide appropriate remedies if possible, in order to answer questions or resolve problems.
• Maintain and provide supplies, materials, forms, and/or merchandise as appropriate, in order to support departmental goals and activities.

DATA MANAGEMENT SUPPORT

• Use standard spreadsheet or database software to store and retrieve data as requested.
• Post data entries in order to prepare data for processing or reporting.
• Maintain effective filing systems (hard-copy and/or computerized systems) to ensure access to relevant records and information.
• Maintain effective reference materials and back-ups for hard-copy and/or computerized information in order to ensure access to relevant information.
• Use standard web browsers to retrieve information or data as required.
• Provide services and/or back-up services and administrative support functions for various Center for Eye Care administrators and administrative staff by learning to effectively carry out a variety of general office duties.
• Perform a variety of administrative support functions for the Center for Eye Care, including, for example, preparation and distribution of faculty and student evaluations and other questionnaires; preparation of and record-keeping for equipment orders; periodic update of equipment inventories.

EQUIPMENT, SUPPLY, & FACILITIES COORDINATION

• Use competently, standard office equipment such as computer, photocopier, calculator, and fax machines, to support administrative activities of the Center for Eye Care.
• Maintains a minimum inventory of supplies for the School of Optometry and orders adequate levels of office and clinic supplies for the University Eye Center, Optometric Center, Harvester Eye Care and the East St. Louis Center.
• Respond to minor equipment problems in the Centers by replacing malfunctioning equipment with back-up units. Schedule routine, periodic preventive maintenance procedures.
• Notify Senior Engineering Technician of the need for instrument repair.
• Keep a log of all equipment and instruments checked out by students and faculty.
• Control all diagnostic and therapeutic pharmaceuticals used in patient care.
• Restock examination rooms of diagnostic pharmaceuticals and other supplies on a weekly basis.
• Stock and maintain office supplies to ensure availability when needed.
• At instruction of administrator, request purchases, repairs, maintenance, servicing in order to maintain Center facilities or equipment.
• Schedule and monitor the use of Center facilities or equipment; establish and maintain a general understanding of diagnostic equipment and operations for their patient care use.

MAIL & DELIVERY SUPPORT

• Coordinate incoming and outgoing packages to ensure timely distribution, including distribution to all Center sites.
• Coordinate delivery and pick-up of materials and packages to ensure timely distribution, including light hand delivery or occasional errands.

SCHEDULING SUPPORT

• Schedule, confirm, and maintain records of appointments, meetings, conferences for Center administrators and administrative staff in order to ensure correct and complete arrangements and communication.

TELEPHONE SUPPORT

• Answer phone in a prompt and courteous fashion, in order to respond to callers' inquiries, route calls to appropriate persons, or take accurate messages.

TECHNICAL KNOWLEDGE & SKILLS

• Demonstrate and maintain technical knowledge of the job (including competency with computer use for word-processing and spreadsheets) and of related procedures and policies, in order to provide high quality support to Center administrators and administrative staff.

INTERACTIVE SKILLS

• Adapt to new work situations, people, ideas, procedures, and organizational structures, in order to accommodate a number of unique individuals in an evolving work environment.
• Build successful relationships with office visitors, administrators, faculty, co-workers, and students.
• Communicate and work effectively as a team member, in order to maximize the effectiveness of the work group.
• Exhibit maturity, reliability, composure, and stability under pressure in order to handle on-the job challenges.
• Understand and abide by a high standard of professional ethics in order to ensure the integrity of the organization.
• Begin assignments without prompting, maintain productivity in both quantity and quality of work, and appropriately plan, organize, and prioritize work, in order to maximize the resource utilization of the Center for Eye Care.
• Independently contribute ideas and process improvements, and look for creative solutions and better ways of doing things, in order to meet goals of continuous improvement.

Other duties as assigned.

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BASIC FUNCTIONS AND RESPONSIBILITY

To perform complex / multiple clerical support functions. The positions are in the Center for Eye Care having a moderate volume of contact with faculty, staff, students, and the public where, due to the volume and type of serviced being provided there exists the potential for highly stressful and challenging encounters.

CHARACTERISTIC DUTIES

• Understand and subscribe to the Mission, Goals and Objectives of the University and the Center for Eye Care.
• Schedule all patient appointments, including scheduling and when necessary, coordinating ancillary testing when necessary and ensuring pre-approvals and prior authorizations are received.
• Move, cancel and handle no show appointments according to established process.
• Arrive patients to the optometric office practice. This process includes greeting the patient, verifying all personal information (address, telephone, email etc.) verify method of payment, verifying insurance, collecting co-payment when applicable, entering necessary information into the computer system, and providing any requested information to patients.
• Communicate any expected delays to patients and ancillary departments.
• Work with patients, families and or staff in handling and resolving problems that occur during the course of the visit.
• Educate and familiarize the College of Optometry students with the Center for Eye Care practices, service, procedures, equipment, paperwork and guest relations.
• Request, prepare and ensure the completeness of the patient’s medical records.
• Collect and make change for the payments received, complete receipt for patient, and follow appropriate University paperwork to records transaction.
• Compare daily cash amounts against daily transactions in order to ensure that records balance.
• Verify and coordinate patient referrals.
• Effectively utilize all computer systems.
• Prepare accurate billing documents (superbills) utilizing knowledge of ICD-9, CPT-4 coding and managed care plans.
• Answer phone system, handle and / or redirect calls to the appropriate area; place calls as requested by supervisor.
• Effectively manage patient encounters.
• Maintaining the general appearance of the waiting room or reception area; straighten the magazines chairs and other light furniture.
• Maintain working knowledge of all office equipment, fax, copiers, phones, etc.
• Participate in quality improvement programs.
• Use excellent guest relation’s skills in interactions with patients, visitors and staff.
• Establish and maintain effective relationships with patients, visitors, optometrists, faculty, students, staff and other persons contacted in the course of work.
• Keep pace with a high volume of patients while performing multiple, sometimes complex tasks.

OTHER DUTIES AND RESPONSIBILITIES

Perform any other related duties as outlines within the Center Support staff functions and responsibilities as needed.

INTERACTIVE SKILLS

• Adapt to new work situations, people, ideas, procedures, and organizational structures in order to accommodate a number of unique individuals in an evolving work environment.
• Build successful relationships with office visitors, and administrators, faculty, co-workers, and students.
• Communicate and work effectively as a team member in order to maximize the effectiveness of the work group.
• Exhibit maturity, reliability, composure, and stability under pressure in order to handle on-the-job challenges.
• Understand and abide by a high standard of professional ethics in order to ensure the integrity of the organization.
• Begin assignments without prompting, maintain productivity in both quantity and quality of work, appropriately plan, organize, and prioritize work in order to maximize the resource utilization of the Center for Eye Care.
• Independently contribute ideas and process improvements, and look for creative solutions and better ways of doing things, in order to meet goals of continuous improvement.

SUPERVISION RECEIVED

Direct supervision is received from the Patient Services Coordinator and / or Clinic Manager.

SUPERVISION EXERCISED

No supervision is exercised.

QUALIFICATIONS

A high school diploma; at least 2 years experience as a receptionist or in a position with related clerical, data entry and guest relations duties and skills; proficiency in MS Word and Internet; ability to demonstrate excellent written and verbal communications skills required.

Familiarity with Optometry, Ophthalmology, and / or health care; and / or proficiency with MS Outlook desired.

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BASIC FUNCTIONS AND RESPONSIBILITIES

To perform complex clerical work and coordinate the activities of a small group a Patient Service Representatives within the Center for Eye Care. The position has a moderate volume of public contact where, due to volume and type of services being provided, there exists the potential for highly stressful and challenging encounters.

CHARACTERISTIC RESPONSIBILITIES

Subscribe to and ensure the Patient Service Representatives understand the University and Center for Eye Care Mission, Goals and Objectives.

Assign work / give directions to Patient Service Representatives in order to complete work assignments in a timely and accurate manner.

Coordinate Patient Service Representatives’ schedule to meet clinic demands.

Interview and evaluate the qualifications of applicants for Patient Service Representative positions in order to assist appropriate clinic staff in hiring decisions.

Assist in evaluating staff’s job performance and participate in annual performance evaluations of clinic support staff.

Counsel staff concerning work related performance problems in order to ensure that staff understands their responsibilities and to change the staff members behavior.

Orient and train new staff to perform standard work procedures and carry out assigned responsibilities.

Act as liaison between management, health care providers and support staff to ensure communication between these groups.

Instruct and advise support staff on changes in policies, procedures and working standards.

Ensure accurate information is entered into the computer system in order to maintain a current record of patient charges, information and schedules.

Monitor clinic clerical operations and objectives to ensure the most effective services are being provided and recommend changes which may improve quality of service to supervisor / administration.

Prepare a variety of reports documenting clinic activity.

Provide training to clinic staff as needed.

Perform duties of Patient Service Representative.

OTHER DUTIES AND RESPONSIBILITIES

Perform any other related duties as outlines within the Center Support staff functions and responsibilities as needed.

INTERACTIVE SKILLS

Adapt to new work situations, people, ideas, procedures, and organizational structures in order to accommodate a number of unique individuals in an evolving work environment.

Build successful relationships with office visitors, and administrators, faculty, co-workers, and students.

Communicate and work effectively as a team member in order to maximize the effectiveness of the work group.

Exhibit maturity, reliability, composure, and stability under pressure in order to handle on-the-job challenges.

Understand and abide by a high standard of professional ethics in order to ensure the integrity of the organization.

Begin assignments without prompting, maintain productivity in both quantity and quality of work, appropriately plan, organize, and prioritize work in order to maximize the resource utilization of the Center for Eye Care.

Independently contribute ideas and process improvements, and look for creative solutions and better ways of doing things, in order to meet goals of continuous improvement.

SUPERVISION RECEIVED

General supervision is received from the Center Manager.

SUPERVISION EXERCISED

None specifically but coordinates activities of the Patient Services Representatives.

QUALIFICATIONS

A high school diploma; at least 4 years clerical experience including experience as a receptionist or in a position with related clerical, data entry and guest relations duties and skills; proficiency in MS Word and Internet; ability to demonstrate excellent written and verbal communications skills required.

Supervisory experience, experience in a professional office, familiarity with Optometry, Ophthalmology, and / or health care; and / or proficiency with MS Outlook desired