ROLE AND RESPONSIBILITIES

* Welcomes patients, visitors, physicians and staff in a warm, friendly and professional manner.

* Serve as the first point of contact between patients, families, and the practice.

* Answer phones promptly and direct calls to the appropriate staff when needed.

* Communicate effectively with physicians, clinical staff, dialysis units, and outside providers to support continuity of care.

* Coordinate referrals and communication with dialysis centers, vascular surgeons, transplant programs, and other specialists. Process stat referrals in timely manner

* Maintain confidentiality of patient information in compliance with HIPAA.

* Assist with insurance verification, prior authorizations, and referral processing.

* Demonstrate reliable attendance and punctuality to support daily operations.

* Understand the Provider "On Call" Schedule in order to distribute incoming calls appropriately.

* Work up medical messages for doctors, hospitals, dialysis units and patients.

* Follow through with MD's orders, by notifying patients, nurse, hospital etc.

* Schedule any return appointments prior to pt leaving the office

* Complete lab requisition orders with correct documentation & diagnosis

* Send outgoing referrals to referral department with all needed supporting documents & diagnosis.

* Process all prescription requests one for physicians has reviewed and there is an approval

* Monitor and process panic results & other lab and radiology reports per protocol.

* Coordinate direct hospital admission if needed.

* Page out M.D. as needed for end of day messages.

* Communicate and remind providers of special events, meetings, overdue and/or incomplete charges.

* Review MD work bucket daily, to assure work is being completed and nothing urgent is pending

* Prepare and process disability forms, jury duty excuses, work excuse, DMV, IHSS forms for MD to review and sign.

* Print patients visit summary if MD has completed it and hand to patient with appt card. If it is not ready, make sure to log what visit summary's need to be printed and mailed to patients at the end of every day.

* Communicate and encourage patients to use their MYCHART app.

* Review medical messages in your task bucket between you and your physician and make sure they are completed in timely manner

* Early or late day shift (opening and reviewing voice messages left, assist MD if late person and closing)

* Cross cover at lunches if needed for other providers, time off or leave for the day

* Cover call center department when needed

* Provides a copy of weekly schedule to lead on Fridays with all no-shows and reschedules.

* Ensures that updates, e.g., cancellations or add on's are communicated house wide to all departments, via email and spark.

* Communicates as needed with lead about any patient concerns/issues immediately.

* Uses customer service principles and techniques to deal with patients calmly and pleasantly.

* Provides back-up to other staff members and performs other administrative duties as assigned.

* Translate when needed

QUALIFICATIONS AND EDUCATION REQUIREMENTS

* High school diploma or equivalent required.

* Graduation from a medical office assistant training program preferred.

* Minimum 1-2 years of medical office or clerical experience; nephrology or specialty practice experience preferred.

* Knowledge of medical terminology

* Proficiency in electronic health record (EHR) systems and standard office software (Word, Excel, Outlook).

* Strong communication, organizational, and multitasking skills

* Professional, courteous, and patient-focused demeanor.

* Ability to work independently.

* Strong oral communication skills

* Team player, work well with others

* Ability to multi-task effectively, dealing with phone calls, in-office patients, staff, and others pleasantly.

* Ability to communicate calmly and clearly with patients about appointments in all circumstances including when they are ill or have an emergency.

* Ability to analyze situations and respond appropriately.

* Maintain a high degree of confidentiality & HIPPA

Physical Requirements

* Ability to sit, type, and use office equipment for extended periods.

* Ability to lift and carry up to 10 lbs.

* Visual acuity to review detailed patient records and electronic data.

* Daily and repetitive data entry require proper ergonomic techniques.

* Periodic stress from handling many calls and patient requests.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.