General Responsibilities

Under general supervision and in accordance with UAB Medicine's established policies and procedures, provides a variety of specialized support services for assigned physicians and advanced practice providers. Responsibilities may include scheduling and adding patients to clinic appointments, answering and routing telephone calls, entering demographic and insurance information into the IDX system, obtaining insurance authorizations and referrals, and scheduling surgical procedures. May assist with patient registration and checkout, collect copayments, communicate with patients, and perform follow-up activities as needed. Coordinates patient care with external providers and satellite clinics. May also complete clerical duties related to patient care, including processing home health documentation and patient/family medical leave forms.

Key Duties & Responsibilities

1. Patient Communication and Support
   • Responds to patient inquiries and identifies solutions consistent with established policies and procedures.
   • Obtains and verifies patient demographic and insurance information in IDX/EMMI according to IDX standards.
   • Processes patient inquiries, messages, and requests promptly, efficiently, and professionally while maintaining patient confidentiality.
   • Routes messages to the appropriate clinical staff in a timely manner.
   • Resolves patient concerns or escalates issues as appropriate.
   • Accurately documents actions taken to address and resolve patient issues.
2. Scheduling and Coordination
   • Communicates with patients, insurance carriers, physicians, and external offices to coordinate appointments and medical procedures.
   • Requests and gathers required patient information.
   • Calls in prescription refills in accordance with established protocols.
   • Provides information related to clinic operations.
   • Coordinates with referring physicians and requests medical records as needed.
3. Clinical and Operational Coordination
   • Collaborates with physicians, nurses, and other staff regarding office operations, work assignments, and patient concerns.
   • Assists with patient triage calls and consults with nursing staff and/or physicians as appropriate.
   • Coordinates provider and nursing schedules to support clinic operations.
4. Administrative Support
   • Provides administrative support to assigned physicians.
   • Manages new patient clinic scheduling.
   • Documents communications with patients and external agencies regarding patient care.
   • Maintains patient lists and records.
   • Prepares reports and assists with special projects.
   • Maintains drug authorization records for specialty medications.
5. Referrals, Authorizations, and Billing Support
   • Assists with obtaining referrals, pre-certifications, and hospital admissions when required.
   • Initiates special billing processes when applicable (e.g., clinical trials, workers' compensation, transplant patients).
   • Documents required information to ensure accurate processing and filing of patient claims.
6. Performs other duties as assigned.
7. Performs other duties as assigned.