Staff Assistant, Women's Specialty Center

This is a Monday-Friday role, 9am-5pm.

Provides support by performing clerical and administrative operations associated with a medical office.  Performs general office functions (reception, scheduling of patients, filing, etc.) ensuring that internal and external customers’ needs are met and that effective and efficient operations are maintained.

At Stamford Health, we believe that every patient deserves compassionate, personalized, person centered care. This commitment guides how we care for patients, support their care partners, and promote the wellbeing of our staff. In alignment with our Planetree philosophy, the individual in this role will foster a respectful, collaborative environment that honors the needs, values, and preferences of every person we serve and the colleagues we partner with. 

MAJOR ACCOUNTABILITIES/CRITICAL RESPONSIBILITIES:

• Provides professional, courteous, and timely front desk and telephone coverage. Answers telephone calls promptly, identifies self and the medical office, determines the nature of the call, and provides appropriate assistance within established guidelines. Takes clear and accurate messages and ensures timely follow-up. Recognizes urgent or emergent concerns and immediately notifies the appropriate clinical personnel in accordance with established procedures.
• Welcomes and acknowledges all patients and visitors in a professional, friendly, and respectful manner. Provides a positive patient experience and serves as a professional representative of the Women’s Specialty Center and Stamford Health.
• Provides patients, referring physician offices, physicians, and other healthcare partners with accurate information regarding office hours, services, scheduling requirements, and other routine inquiries. Escalates clinical, financial, operational, or other concerns to the appropriate staff member or manager when necessary.
• Registers and pre-registers patients in the electronic medical record and scheduling systems. Accurately enters and verifies patient demographic, insurance, contact, guarantor, and other required registration information. Maintains the accuracy and integrity of patient information and updates records as appropriate.
• Schedules initial and follow-up appointments across multiple specialty services utilizing the computerized scheduling system. Ensures appointments are scheduled according to established physician, provider, department, and specialty-specific scheduling guidelines. Supports efficient patient flow and communicates scheduling concerns or changes to the appropriate clinical or administrative staff.
• Reviews upcoming patient schedules and ensures that required referrals, authorizations, medical records, laboratory results, diagnostic reports, consultations, and other pertinent documentation are available prior to the patient's appointment. Identifies missing information and follows up with patients, referring offices, providers, or other departments as appropriate.
• Coordinates referrals and insurance-related requirements, including obtaining and tracking referrals, authorizations, pre-certifications, and other documentation necessary for patient appointments and diagnostic testing. Communicates identified issues promptly to the appropriate staff to prevent delays in patient care.
• Schedules and pre-certifies diagnostic tests and procedures as directed, ensuring that required information and authorization requirements are completed prior to the scheduled service.
• Contacts patients regarding cancelled or rescheduled appointments, no-shows, appointment confirmations, and other scheduling needs in a timely manner. Follows established procedures for rescheduling and documenting patient outreach.
• Supports patient check-in and check-out processes, including verifying demographic and insurance information, collecting applicable co-payments or other patient balances, and issuing accurate receipts in accordance with established procedures.
• Assists patients with routine questions regarding appointments, referrals, registration, insurance, and other administrative matters. Maintains a service-oriented approach while appropriately escalating matters requiring clinical, billing, insurance, or management intervention.
• Prepares, processes, scans, faxes, distributes, and maintains patient and office documents in a timely and accurate manner. Ensures information is appropriately routed to physicians, clinical staff, referring offices, or other designated recipients.
• Assists with medical record requests, forms, correspondence, and other administrative documentation in accordance with established policies and procedures. Ensures records and documents are accurately maintained and readily accessible.
• Maintains strict confidentiality of patient information and complies with HIPAA, Stamford Health policies, and applicable laws and regulations. Protects patient privacy and discloses information only to authorized individuals for appropriate professional purposes.
• Communicates effectively and professionally with physicians, clinical staff, patients, referring physician offices, insurance companies, hospital departments, and other internal and external stakeholders. Maintains a collaborative and respectful working relationship with all members of the healthcare team.
• Works collaboratively with front desk staff and clinical teams to maintain appropriate patient flow and department operations. Provides cross-coverage and assistance to other areas of the department as needed and demonstrates flexibility in response to changing patient volume and operational priorities.
• Maintains accurate and timely documentation within the electronic medical record and other applicable systems. Follows established workflows, departmental procedures, and Stamford Health policies.
• Identifies routine operational issues and resolves them within the scope of the position. Communicates more complex or recurring concerns to the Office/Practice Manager and assists with implementing appropriate solutions.
• Maintains the waiting room, reception area, and office environment in a clean, organized, professional, and welcoming manner. Ensures supplies and front desk materials are appropriately maintained and reports operational or facility concerns as needed.
• Demonstrates a commitment to patient-centered service, professionalism, teamwork, accountability, accuracy, and continuous improvement in the performance of all responsibilities.

COMPETENCIES AND WORK EXPERIENCE REQUIREMENTS:

• Must exhibit a high degree of responsibility in confidential matters.  
• Knowledge of office record-keeping and workflow processing is required.
• Ability to balance multiple priorities is required.
• Effective communication skills, both verbal and written English proficiency required.
• Excellent organization, problem solving, and listening skills are required.  Knowledge of medical terminology is preferred.
• Strong interpersonal skills are required.  Experience successfully working with physicians and individuals.
• Proficient in Microsoft Word, Excel, Outlook and EMR system  
• Knowledge of other languages, a plus.

EDUCATION REQUIREMENTS (INCLUDE LICENSE, REGISTRATION, CERTIFICATION):
• High School diploma is required