About the position
Steward Health Care System is seeking a dedicated individual to join our administrative team as a Medical Secretary. This role is crucial in ensuring the smooth day-to-day operations of our assigned practice(s). The Medical Secretary will be responsible for a variety of administrative tasks that support our healthcare providers and enhance patient care. The ideal candidate will thrive in a fast-paced environment and be committed to delivering exceptional service to our patients and their families. In this position, you will be the first point of contact for patients, answering and triaging telephone calls, providing routine information, and scheduling appointments. You will also facilitate admissions to the hospital as needed and verify patient information, including demographic and health insurance details during the registration process. Maintaining high call quality standards is essential, with expectations to answer calls within three rings and manage call performance metrics effectively. Additionally, you will prepare documents for billing physician encounters, enter data accurately, and ensure that referrals are received in a timely manner. You will be responsible for routing patient concerns to the appropriate clinical teams and performing other duties as requested to support the overall operations of the practice. This role requires a proactive approach to problem-solving and a commitment to maintaining the highest standards of patient care and administrative efficiency.
Responsibilities
- Answers, triages, and routes telephone calls appropriately; provides routine information to callers.
- Schedules patients' appointments and appropriate testing for patients as directed; facilitates admissions to the hospital as needed.
- Verifies information from patients including demographic and health insurance information when registering.
- Ensures call quality assurance by answering calls within 3 rings, maintaining an abandon rate under 3%, and being logged in to phones for a minimum of 7 hours per shift.
- Prepares documents for billing physician encounters; enters data, ensures that referrals are received, etc.
- Routes patient concerns to clinical teams, reaching out via phone for urgent tasks.
- Meets call performance standards as defined by department guides.
- Performs other duties as requested.
Requirements
- Experience with electronic medical record strongly preferred (Athena a plus).
- Experience with Microsoft Office, Word, Excel, and Outlook.
- Call center/phone skills experience preferred.
- Education from an approved medical administrative program or equivalent preferred.
- High School Diploma or equivalent required.
- 1 to 3 years of experience as a Medical Secretary and/or call center experience in a healthcare setting preferred.
