Medical Office Specialist, Call Center

This position is very important to the continued success of the Center in that, in most instances, this is the "first contact" and "first impression" a patient receives about the Center. This person is the first line of communication with patients, either face to face when patients present to clinic or via telephone when patients are calling to request appointments or medical information. All medical office positions will have a major percentage of time assigned to either front desk reception OR the patient services phone center. However, although these positions are assigned a major area, they will all eventually be cross trained to work in either area when situations arise due to staffing needs.
The medical office positions will focus on non-clinical medical office duties such as scheduling appointments, assisting patients by initiating phone notes in the EMR and routing to Nurse Triage Desktops, registering new patients and updating established patients in the practice management system, and cashiering duties.
This position, as a medical office specialist, serves as a resource to medical office associates and assistants and participates in the training of new staff.

A. Clinical Office Reception 10%
1. Performs reception duties including greeting and interviewing patients, obtaining demographic information, operating data entry equipment and related auxiliary equipment to enter, review, verify or retrieve demographic data.
2. Generates patient charge ticket labels and/or related materials such as patient chart summaries via terminal and related equipment.
3. Prepares patient forms, securing signatures, assisting with the comprehension and completeness of these forms, release of information, prepayment, signature authorization, etc.
4. Ensures that charge ticket labels are generated for all outpatient appointments.
5. Collects co-payments at the time of service.
6. Prepares deposit monies daily, receipt log and cash reconciliation sheet at the end of each day.
7. Responsible for coordinating interpreters for special needs patients.
8. Maintains clinical reception area ensuring patient comfort in a professional environment.

B. Phone Center Duties 85%
1. Answers the telephone in a professional manner.
2. Schedules patient appointments per protocols.
3. Registers new patients in practice management system following established protocols
4. Work closely with Patient Arrival Team to complete all registration and insurance information on new patients.
5. Screens calls for physician and nursing staff and initiates phone notes in Touchworks for routing to desktops.
6. Answer all incoming calls and refer to appropriate person using directories.
7. Discern urgency of requests using protocols and assure prompt attention.
8. Maintain operating knowledge of the following information systems: Centricity Business, Touchworks, Web Exchange, Symposium Telecom System.
9. Maintain cognizance of calls on hold using Symposium System Log to determine wait times and assist in meeting standards of service.
10. Serves as a resource for other staff in the unit and assists in training new staff.

C. Other Duties 5%
1. Assist in assigning medical record numbers to paper information for scanning into electronic chart.
2. Scan patient information into the scanning system for Health Information Management Staff to index into EMR System.

1. Any one or any combination totaling two (2) years (24 months), from the categories below:
   1. College education with coursework in a medical or para-medical field such as nursing assistant, medical assistant, or medical secretary and/or business fields such as business, finance, computer science, public administration, or social science, as measured by the following conversion table or its proportional equivalent:
      • 30 semester hours equals one (1) year (12 months)
      • Associate's Degree (60 semester hours) equals eighteen months (18 months)
      • 90 semester hours equals two (2) years (24 months)
   2. Work experience comparable to that performed at the Medical Office Associate level or in other positions of comparable responsibility.

If you require assistance, please contact the Office of Human Resources at hrrecruitment@siumed.edu or call 217-545-0223 Monday through Friday, 8:00am-4:30pm.

The mission of Southern Illinois University School of Medicine is to optimize the health of the people of central and southern Illinois through education, patient care, research and service to the community.

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"Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act."

Southern Illinois University School of Medicine is an Affirmative Action/Equal Opportunity employer who provides equal employment and educational opportunities for all qualified persons without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, protected veteran status or marital status in accordance with local, state and federal law.

Pre-employment background screenings required.