These descriptions will not perfectly fit all practices, this is just a generalization. Each practice divides duties based on the number and skills of the staff in their office, and the providers’ specialties. These descriptions should help to define what the basic tasks are in most practices.
Front Desk/Check-In – Usually the first person you meet in a medical practice, this person sets the tone for the practice by the way she greets you and makes you feel expected and welcome
Greets patients and visitors to the practice
Registers patients in the practice management system which may mean entering information given verbally or on registration forms
Collects identification and insurance cards and copies or scans them for the record, may photograph the patient for the record
May collect co-pays or other monies
Prints encounter form (also called superbill, routing slip, or fee ticket) with updated information, or updates information on the encounter form
Has patient sign financial agreement, receipt of privacy policy, benefits assignment, etc.
May answer phone calls, take messages and make appointments
Directs visitor (drug reps, salespersons, etc.) appropriately
Medical Records – although medical records positions are often entry-level positions in a medical office, a practice lives and dies by its medical records management, which needs to be as close to perfect as possible.
Primary responsibility for the integrity and management of the medical record, whether paper or electronic
Controls record filing (paper) or indexing (electronic)
Fulfills requests by patients, attorneys, insurance companies, and social security for release of records
May manage paper faxes and messages by attaching to charts and delivering to provider
May prepare paper charts for chart audits by payers or others
May be the HIPAA Officer
Medical Assistant, LPN or RN – typically the person who escorts patients from the waiting area to the exam rooms, this person must be friendly and inspire confidence in the patients.
May assist Physician, Nurse Practitioner or Physician Assistant with procedures
Depending on state laws, may give injections
May perform procedures independently (ear wax removal, staple removal, etc.)
Provides Medicare patients with an Advance Beneficiary Notice if any lab test or procedure to be performed in the office will not be covered by Medicare
May perform phlebotomy (draw blood)
May collect specimens, perform basic laboratory tests and chart results
Provides patient education verbally and by providing written materials
May schedule tests or procedures ordered by the provider
May schedule surgery and prepare surgery packets for providers (*this may be delegated to a surgery scheduler if this position exists)
Calls patients about test or procedure results; returns patients calls with answers after consulting with provider
Prepares exam room for procedures (PAP smears, excisions, etc.), marks specimens for lab and pathology
Cleans exam room after each patient and stocks exam and procedure rooms with supplies
May be responsible for ordering office medications and medical supplies
May perform lab controls daily and check and record temperatures on lab refrigerators and freezers
Triage Nurse – the triage nurse must have a wealth of nursing knowledge at her command as well as an intuitive sense of when a patient needs to be seen in the office, and when they do not.
Takes incoming calls from patients and gives them medical advice according to predetermined nursing protocols
Makes decisions about patients needing to be seen urgently, same day or next day
May be delegated callbacks from providers or other nurses
May see walk-in patients and triage their condition
Lead Nurse, Charge Nurse, or Nurse Supervisor – this person must have the respect and trust of the physicians as well as the other clinical staff, and is relied upon to make good decisions in the case of a medical or other emergency.
Assigns clinical staff specific responsibilities
Manages clinical staff schedules, using agency or temporary staff as needed
Performs annual competency exams on staff
Ensures all staff are current on licenses, continuing education and CPR
Problem-solves patient issues
May be responsible for ordering office medications and medical supplies
Has responsibility for medication sample closet upkeep
May perform annual evaluations fro clinical staff
Responsible for equipment maintenance and makes recommendations for medical equipment as needed
May be the Patient Safety Officer and the Worker’s Compensation Coordinator
Referral Clerk – this person must have excellent organizational skills and must be detail-oriented to ensure that each patient receives the referral needed and that it will be covered by their insurance plan.
Reviews orders written by providers and determines where test and procedures may be performed based on patient’s insurance
May provide the patient with information about the test or procedure cost and what the patient’s financial responsibility is estimated to be
Pre-authorizes, pre-certifies, or pre-notifies the test or procedure if required by the patient’s insurance company
Schedules the test or procedure
Provides the patient with information about preparation for the test or procedure
Lab Technologist/ Phlebotomist – lab employees must be quality-minded and must inspire confidence in patients that they will not be hurt while taking blood, or be stuck unnecessarily.
Receives laboratory requisitions from provider and collects specimens according to provider order
Provides Medicare patients with an Advance Beneficiary Notice if any lab test or procedure to be performed in the office will not be covered by Medicare
Performs tests or packages specimens to be transported to reference lab
Receives results back from the labs and matches them to charts
Performs lab controls daily and checks and records temperatures on lab refrigerators and freezers
Check-out Desk – a firm, yet pleasant person at the check-out desk is important to ensure that over-the-counter collections are maximized.
Reviews services received by patients, checking to make sure that all services received were checked on the encounter form
Enters charges in the computer system for services received
Tells patient if any additional monies are owed if co-pay was collected at check-in
May sign patient on to a payment plan if needed
Takes monies owed, posts monies and produces a receipt for the patient
Makes return appointment for the patient if needed, or enters recall into the practice management system
Biller or Collector – these employees are the bulldogs of the industry and easily manage the day-to-day changes of the insurance plans that make getting reimbursed an art.
Corrects claims that are rejected from the claims scrubber, clearinghouse or payer
Files secondary and tertiary claims as needed, electronically or via paper
Posts receipts from insurance companies and patients and edits any electronic remittance advice; may post from lockbox account on the web
May prepare deposits and/or make deposits
Generates patient statements
May check eligibility on patients with appointments and call patients whose insurance is not active (*may be delegated to a financial counselor if this position exists)
Calls patients who have not made payments in response to statements
May turn patients over to third-party collectors
Takes phone calls from payers or patients about billing issues and resolves issues
Coder – this person must have an excellent grasp of anatomy, physiology and medical terminology to make sure that every service that is performed is reflected correctly in the codes.
Reviews notes from inpatient or outpatient encounters and codes them according to the documentation
May post charges for services rendered
Audits chart documentation for quality purposes to ensure that provider coding and documentation is synchronous
Introduces changes in procedure (HCPCS) and diagnosis (ICD-9) codes and educates staff on the use of new codes
Ensures encounter forms and practice management software is updated appropriately with new and deleted codes
May be delegated the Compliance Officer
Billing Supervisor – this person can do every task required in the department and may need to as volumes fluctuate from month to month. A fine investigative and deductive mind is needed.
Reviews the work of coders, billers and collectors and performs quality audits to benchmark acceptable error rates
Prepares or reviews deposits and tracks daily charge, collection, write-off and deposit information, watching for monthly aberrations by payer or date
Reviews Accounts Receivable (A/R) reports, looking for trending or specific problems to be addressed with staff or payers
Brings to the attention of the Office Manager or Administrator any issues with non-standard payment trends, denials or non-covered services.
Performs evaluations for billing department staff
Takes escalated patient complaints
May credential providers with new payers or recredential providers with payers or hospitals
Office Manager, Practice Administrator, or Practice Manager – this is the top position in most private practices and may report to a managing physician or the physician board. In hospital-owned practices, this person reports to a Vice President of Clinics, or the COO or CEO.
Performs all human resource functions for the practice
Has ultimate responsibility for all money flowing in and out of the practice – makes deposits, pays bills, etc.
Contact person for all computer system, equipment and phone system issues
Responsible for day-to-day operations, advises supervisors on issues and problems
Resolves escalated patient complaints
Meets with vendors and researches possible practice purchases
Negotiates all practice contracts
Meets with staff and providers on a regular basis
Mary Pat Whaley, FACMPE is an energetic healthcare executive with 25 years of experience managing primary care, specialty care, laboratory, imaging, and ambulatory surgery facilities. Her expertise is in building projects, revenue cycle management, and information technology selection, implementation and management. Additionally, she excels in communication, staff and management development and training, marketing innovation, and technology application, and has a special interest in social media in healthcare. Her website “Manage My Practice” ( http://www.managemypractice.com ) provides information, resources and technology solutions for medical practice managers and other healthcare executives. She can be contacted at marypatwhaley@gmail.com.