HOD Office Associate Family Practice Center

Provide customer-focused service and provide support to patient flow in a unit or department to include: 1) patient registration, 2) patient scheduling, 3) patient billing, 4) pre-certification (collect insurance information; receipt of co-pays or bill payments), 5) medical records retrieval, release, or collection, and 6) data entry. Responsible for routine problem resolution, assistance with patient flow coordination, and initiation of follow-up with appropriate staff as needed.

Adheres to St Elizabeth Healthcare and unit/department practice-specific policies and procedures, including work rules pertaining to time and attendance. Follows applicable safety steps to ensure safety for self, patients, and required for compliance with St. Elizabeth Healthcare, state, and federal standards.

Demonstrate respect, dignity, kindness and empathy in each encounter with all patients, families, visitors and other employees regardless of cultural background.

Job Duties

Registration & Pre-Certification

• Provide courteous, respectful, and helpful service to patients, visitors, staff, and physicians seeking information and/or treatment: office, phone, email communications.

• Responsible for the patient registration process (check in and check out) for a unit or department.

• Assist patients with forms obtaining all necessary insurance information and signatures as needed.

• Obtain pre-certification and/consent for services and billing.

• Monitor and follow-up on additional pre-authorizations for on-going patient services needed.

• May collect co-pay/co-insurance/deductible based on insurance plan(s).

• Specifically, answering phones, assisting patients with questions and problems, and accepting/relaying messages.

• Ensures compliance with federal, state, and local laws and regulations pertaining to patient privacy and confidentiality, i.e., HIPPA laws.

Customer Service & Problem Resolution

• Resolve routine patient problems and complaints on a timely basis.

• Handles conflict with customers constructively and appropriately.

• Initiate further follow-up with appropriate staff member(s).


• Schedule surgical/non-surgical procedures, tests, therapy, referrals, appointments, and services ensuring accuracy of data entered into scheduling system in a timely manner.

• Support patient scheduling systems in conjunction with clinical and medical staff and patient information.

• Communicate schedule updates, i.e., cancellations, changes, and delays to appropriate staff/patients/family members/visitors.

• Responsible for cancelling and rescheduling patients when necessary to ensure appropriate medical treatment and/or testing.

Insurance Pre-Certification & Collection

• Accurately completes or assures completion of registration process and facilitates revenue enhancement through insurance verification, pre-authorization, verification of medical necessity and follow up of denials.

• Obtains treatment authorization(s).

• May collect patient co-pays, co-insurance, and/or deductible and follow up with insurance companies for payment, enter patient charges, and maintain monthly/quarterly record statistics, and code services/procedures for charge reconciliation purposes.

Coordination of patient information and services

• Coordinate multiple phone lines and or InBasket communications, take messages, screen calls, receive information and transfer calls to appropriate extension.

• Relay messages to appropriate staff in order to facilitate communication and assure quality of care.

• Support co-workers in operational functions of the office including: front desk coverage, answering phones, running errands, and transporting patients.

• May coordinate translation arrangements for day and time of patient services.

Medical Records

• Perform medical records tasks timely and accurately including: chart retrieval, storage, filing, and scanning in correct location of EMR.

• Maintains appropriate computer downtime procedures for clinical documentation.


• Prepares and types correspondence, memos, reports, minutes, and letters.

• Position may require data entry into multiple databases.


• Performs other duties as assigned.

• Maintains work area in a neat and clean manner.

• Ensure supplies and materials are available as needed


Education, Credentials, Licenses:

• HS Graduate or GED

• Secretarial related courses

• BLS required for Cardiac Rehab and Surgery Centers

Specialized Knowledge:

• Medical terminology

• Computer fluency/literacy

• Communication skills (verbal and written)

• Maintain patient confidentiality

• Organization and prioritization skills

Kind and Length of Experience:

• 1 year related experience in a medical office setting including:

o Customer service/receptionist/ registration

o scheduling

o filing

o telephone etiquette

o patient billing

o computer service