I Accountability Objectives:
Supports Physician Network practice by creating a patient-centered experience when answering telephones, schedules
appointments and procedures, registers patients, performs patient billing and other general business functions as
assigned. Displays courteous, professional manner and proactively develops customer relationships, giving high
priority to customer inquiries. Completes accurate pre-registration/registration process and insurance verification for
eligibility for coverage. Secures necessary authorizations to facilitate reimbursement.
II Position Qualifications:
Minimum Education, Licensure / Certification and Experience Required.
High school diploma, or equivalent required. College classes desirable in a business or public relations
B. Licensure / Certification
C Special Skill / Aptitudes
Medical terminology preferred with ICD coding experience and knowledge of third-party payers.
Demonstrates responsiveness to needs of patients, other care team members, and self.
Ability to organize and prioritize, in a fast-paced environment.
Ability to use and effectively integrate positive communication approaches to meet diverse patient needs,
optimize resources, and adapt care processes to accommodate changing patient acuity and unit needs.
Ability to use critical thinking, logic and reasoning to address complex situations.
Excellent interpersonal service skills necessary in order to form and maintain positive relationships with
customers and other healthcare professionals.
Excellent customer service orientation skills necessary in order to deal effectively with various levels of
hospital personnel, outside customers and community groups.
One year of physician practice, urgent care or hospital based system experience preferred.
Medical terminology, coding and knowledge of managed care preferred.
III Duties / Responsibilities:
1 Responsible for accurate patient registration, including insurance eligibility verification. Maintains current
knowledge of managed care information, and other PPO, POS and HMO products (i.e. current practice
management systems), to include benefits, waivers and provider status eligibility.
2 Schedules appointments by phone or at discharge utilizing patient scheduling software. Schedules
procedures and records specific information/data required. Prints and distributes daily schedules and pulls
appropriate charts/medical records for the next days appointments.
3 Maintains up to date knowledge of coding for primary care (or specialty care as appropriate) in the office
utilizing CPT, ICD and HCPCs. Enters patient charges, posts payments and balances daily batches
utilizing billing system application. Answers patient questions about payment status.
4 Responsible for the collection of point of service payments, previous balances and any other fees from
patients. Reconciles daily cash/cash drawer including a minimum of three deposits weekly per site. Gives
appropriate receipt to patients. May count and balance petty cash drawer daily.
5 Understands and performs referral process. Maintains, troubleshoots and assists with all patient referrals.
Assures that referrals are accurate and complete. Maintains knowledge of plans and participating physicians
including specialists. Communicates and educates referral process to patients as needed. Understands the
utilization process and appropriateness of each referral.
6 Greets patients as they enter, exhibiting appropriate customer service standards. Collects patient
demographic information/data and initiates patient medical record. Works with the team to assure smooth
flow in all operations of the practice.
7 Answers telephones, routes calls to appropriate staff, takes accurate phone messages, and relays messages to
staff and physicians.
8 May perform filing for the practice which includes faxes, mail opened and distributed, reports, results,
messages. Files charts back alphabetically or numerically (site specific)
9 Participates in staff meetings, education, in-services, competence programs, process improvements projects
and quality improvement projects as necessary.
10 Adheres to hospital policy regarding awareness of and sensitivity to patient rights, privacy and
confidentiality. Understands the policies regarding patient confidentiality and copying documents for patients,
physicians, subpoenas, and insurance companies.
11 Performs other duties as assigned.
Demonstrates and actively promotes an understanding and commitment to the mission of St. Joseph Mercy
Oakland through performing behaviors consistent with the Trinity Health Values.
Maintains a working knowledge of applicable Federal, State, and Local laws and regulations, the Trinity
Health Organizational Integrity Program, including the Standards of Conduct, Code of Ethics, as well as
other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and
Supports and conducts one's self in a manner consistent with customer service expectations.
V Dept/Unit Specific:
- Site specific responsibilities may be assigned.
- General office demands such as sitting, computer use requiring manual dexterity, walking about, bending and
- Exposure to healthcare environmental conditions.
- Weekend, holiday and evening work may be required.
Job Number: 00151441
Location: Pontiac, MI
Organization Name: Saint Joseph Mercy Health System
Facility: SJSEMI - SJMO Medical Office Building
Employment Type: Full time
Shift: Day Shift