Job Requisition Number: 26097. UC Berkeley School of Optometry operates clinics 7 days per week, year-round, providing vision care at more than 70,000 patient encounters per year in 13 primary and specialty care departments. The majority of patients have some form of government or private vision or medical insurance that they utilize for service.
The position is one of the front-line Patient Services staff of the Optometry Clinic, normally stationed at one of the reception desks. The Incumbent places or adjusts patient appointments; meets, greets and directs the patient to the correct clinic; advises patients and other visitors about clinic location and parking; handles paperwork and computer entry related to the patient visit; and assists with orders for contact lenses or eyewear. The position must assess insurance coverage; obtain authorizations from insurers for services to patients, and obtain and record payment of patient’s account.
Patient Appointment Activities: •Courteously Answer incoming phone lines and screen, route, take messages or respond as appropriate •Triage patient to determine which clinic fits the patient care needs; request assistance from more experienced staff if in doubt. •Schedule patient appointments on the computerized scheduling system according to patient, clinician or doctor request, following all correct procedures and entering all necessary information accurately. •Communicate last-minute patient schedule changes to Clinics, providers or other staff as indicated. •Accurately update patient demographics in computer database. •Obtain and accurately enter patient insurance information as needed; following correct procedures for updating of insurance records on computer database and filing of authorizations or other paperwork to ensure correct processing of patient billing. •Obtain insurance eligibility and authorizations as needed and communicate lapses of coverage to patients at time of appointing •Schedule patient follow-up visits as requested by provider(s).
Patient Reception Activities: •Check-in arriving patients & accurately update computerized records providing excellent customer service. •Advise patient about parking and/or provide permits •Provide patient with necessary paperwork and forms •Direct patient to the correct Clinic location for appointment •Respond to patient inquiries or direct patient to appropriate staff for answers •Access patient database to answer queries about materials or services in process •Liaison with outside transportation vendor(s), as needed
Clinic Operations Activities: •If assigned, handle opening/setup/closing of clinic, following all guidelines. •Remain logged in to the phone system the maximum time possible; make every attempt to take calls when the “busy” bell signal indicates patients have been on hold longer than acceptable. •As assigned, assist patients with contact lens ordering. •Provide cashiering support (collect & process payments) as needed, following all proscribed guidelines. •As assigned, settle credit card machines and transfer all receipts according to defined procedures. •Balance previous day’s receipts with reports from patient database following prescribed procedures. •Run computerized reports of patient or schedule activity for Clinic Administration, as needed. •Maintain workspace and Patient Services area in a neat and orderly manner •Restock necessary supplies in Patient Services area & alert Clinic Administration of needed supplies •Coordinate breaks and lunch with other staff members to ensure optimal desk coverage •Have a working knowledge of and be able to assist with records room procedures as needed. •Understand and adhere to HIPAA regulations. •As assigned, set up to call patients for Contact Lens or Spectacle order notification and file contact lenses and spectacles for pick-up as is appropriate. •Assist patients with pickup/dispense of contact lenses, spectacles or other eye care products •Process patient orders for contact lenses, following Clinic procedures. •Process patient orders for low vision devices following Clinic procedures-- Follow up with insurance companies when discrepancies or issues concerning patient coverage arise •Process records requests (patients and providers •Assist with surgery day administrative tasks as assigned. (Only Selected Staff)
Skills Development and Training •Take part in any training offered to further knowledge of the Clinic procedures/policies.•Incumbent must have knowledge of basic computer and database entry, exemplary customer service, proper courtesy and efficiency on the telephone, and be familiar with HIPAA (patient privacy) regulations. •High school diploma or equivalent. •Computer literate. •Experience in cashiering is preferred. This position is governed by the terms and conditions in the agreement for the Clerical & Allied Services Unit (CX) between the University of California and Teamsters Local 2010. The current bargaining agreement manual can be found at: http://ucnet.universityofcalifornia.edu/labor/bargaining-units/cx/index.html
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