About this role
Overview
Schedules appointments, tests or procedures, responds to patient calls, provides instruction/support to staff for communicating with patients and may act as liaison between providers & specialists outside of D-H.
Responsibilities
- Responds to patient calls providing general information and education.
- Greets patients arriving for appointments, provides appropriate questionnaire(s), answer questions and assists patients with completion of forms and use of technology, acknowledges any delays and keeps patient updated – Per department/location need.
- Assesses needs of patients without appointments and processes requests for prescriptions, forms, appointments or need to speak directly to clinical support.
- Reviews schedules daily for accuracy in scheduling, needed ancillaries and incoming records and makes adjustments as needed. Reviews wait list, manages multiple e-DH worklists and reschedules patients to assure schedules are fully booked and patients’ needs are met.
- Completes any follow up needs for patients as directed by the After Visit Summary (i.e., booking appointments, scheduling lab and radiology exams or arranging for any external procedures).
- Receives incoming phone calls from providers, other staff or external provider offices and patients. Appropriately assesses the needs of the caller and processes requests, takes messages, schedules appointments or transfers the call.
- Monitors and completes system messages in a timely manner to meet patients’ needs.
- Monitors incoming faxes regularly and reviews each to determine the proper course of action in a timely manner per department/location need.
- Reviews all provider schedules at the end of day to identify and contact those patients who require follow up and processes letters to no shows in accordance with current policy.
- Supports providers and staff in addressing patient questions/concerns. Provides instruction/support to providers and staff on communicating with patients regarding these questions or concerns.
- Monitors the waiting room for patients in distress and seeks assistance when needed. Responds to minor patient concerns and complaints using service recovery tactics. Reports all concerns and complaints to supervisor/manager.
- Manages multiple in-baskets by monitoring, prioritizing and properly routing the messages. Completes tasks as assigned by providers or clinical staff.
- Acts as liaison between primary care providers & specialists outside DH.
- Participates in initiatives to improve department workflows and policies and procedures.
- Delivers mail to mail room and picks up mail to be distributed within department on a daily basis, completes monthly tracers and weekly BCA (Business Continuity Application) system checks.
- Performs other duties as required or assigned.
- Able to be a team player and collaborate with others throughout the system.
Qualifications
- High school graduate or equivalent with 1 year experience in provider office preferred
- Ability to effectively interact with providers, staff, patients and insurance plan representatives a must
- Able to prioritize multiple tasks
- Knowledge of insurance benefit programs and medical terminology
- Must have prior computer experience, excellent communication skills, and attention to detail
Other facts
About Dartmouth-Hitchcock Health
Dartmouth Health, New Hampshire's only academic health system and the state's largest private employer, serves patients across northern New England. Dartmouth Health provides access to more than 2,000 providers in almost every area of medicine, delivering care at its flagship hospital, Dartmouth Hitchcock Medical Center (DHMC) in Lebanon, NH, as well as across its wide network of hospitals, clinics and care facilities. DHMC is consistently named the #1 hospital in New Hampshire by U.S. News & World Report, and recognized for high performance in numerous clinical specialties and procedures. Dartmouth Health includes its Dartmouth Cancer Center, one of only 51 National Cancer Institute-designated Comprehensive Cancer Centers in the nation, and the only such center in northern New England; Dartmouth Health Children’s, including the Children’s Hospital at Dartmouth Hitchcock Medical Center, the state’s only children’s hospital and clinic locations around the region; member hospitals in Lebanon, Keene and New London, NH, and Windsor, VT, and Visiting Nurse and Hospice for Vermont and New Hampshire; and more than 24 clinics that provide ambulatory services across New Hampshire and Vermont. Through its historical partnership with Dartmouth and the Geisel School of Medicine, Dartmouth Health trains nearly 400 medical residents and fellows annually, and performs cutting-edge research and clinical trials recognized across the globe with Geisel and the White River Junction VA Medical Center in White River Junction, VT. Dartmouth Health and its more than 13,000 employees are deeply committed to serving the healthcare needs of everyone in our communities, and to providing each of our patients with exceptional, personal care.
What you'll do
- The Clinical Secretary is responsible for scheduling appointments, responding to patient calls, and acting as a liaison between providers and specialists. They also manage patient inquiries, follow-up needs, and ensure accurate scheduling and communication within the department.
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