Job Qualifications 

EDUCATION – Required 

Degree/Diploma Obtained           Program of Study 

Associates  

Education Requirements 

5 plus years Physician office experience may be considered in lieu of education 

EDUCATION - Preferred 

Degree/Diploma Obtained           Program of Study 

Educations Requirements 

Some College preferred 

LICENSURE – Required 

Certification Requirements 

CERTIFICATIONS/LICENSURE – Preferred 

EXPERIENCE – Required 

Minimum Years of Experience Type of Experience 

2 Healthcare/Medical-Medical Secretary  

Additional Requirements 

EXPERIENCE – Preferred 

Minimum Years of Experience Type of Experience 

Additional Requirements 

SKILLS - Required 

Excellent verbal and written communication skills. 

Strong customer service orientation. 

Superior written and oral communication skills 

Exceptional customer service skills 

Ability to follow through with tasks to completion 

Strong organizational and problem-solving skills 

Ability to multitask in a fast-paced environment 

Ability to effectively and accurately follow directions or instructions 

Ability to work collaboratively as part of a team; offers to help coworkers when needed 

Detail-oriented 

Ability to escalate issues appropriately 

Consistently displays a positive attitude towards one’s work and work environment 

Strong computer skills 

Knowledge of healthcare and health insurance 

SKILLS – Preferred 

Experience with Epic preferred; Familiarity with medical terminology. 

PHYSICAL WORKING CONDITIONS 

Continuously stand/walk or lift/handle/carry material or equipment of moderate weight (20 to 50 lbs). 

ENVIRONMENTAL WORKING CONDITIONS 

Located in a comfortable indoor area. Examples: executive, management and secretarial positions. 

Behavioral & Leadership Competencies: Team Members (Provided & Standardized by HR) 

Performance Mindset: Demonstrates critical thinking to identify challenges impacting work and recommends solutions. Takes measurable action to change, learn, and grow. 

Communication: Communicates in a clear and organized manner that achieves desired results. Speaks and writes professionally and respectfully. Listens actively and empathetically. 

Collaboration: Understands how one's work connects and intersects with other team member’s work and HSS’ goals. Actively works with others and engages in dialogue when differences exist. Is open to receiving feedback. 

Empowerment: Shares ideas and points of view. Volunteers to take on stretch assignments and/or additional responsibilities identified by and/or with manager. 

Engagement: Cares about the mission of HSS. Is an active participant in meetings and interactions with colleagues and/or patients. Demonstrates a desire to learn and grow. Understands how behavior and attitude impact the broader team and acts in a way that supports the culture and team’s engagement. 

Adherence to HSS Policies: Respects and holds self and/or others accountable to following HSS Policies and Code of Conduct. (Examples: Time and Attendance, Professionalism, Safety, Privacy, and a commitment to providing or supporting service excellence to patients.) 

Position Competencies 

Patient Service & Communication Skills: Answers phones and greets patients courteously, clearly, and efficiently.  Demonstrates a professional demeanor, empathy, discretion, and respect in all patient interactions. Ensures timely internal/external communication via phone, email, or in-person regarding appointments, instructions, and follow-ups. Handles patient concerns calmly and appropriately escalates concerns to administrative manager or clinical staff when necessary.  

Scheduling & Surgical Coordination: Schedules new visits, follow-ups, post-ops, and ancillary tests as directed by physicians or office managers. Coordinates surgical dates, enters them into EPIC, ensures pre-authorization within required timelines, and confirms all necessary documentation and pre-testing is complete prior to surgery. Referral & Authorization Management – Manages referrals and obtains insurance authorizations within required timeframes, including urgent cases as identified by physicians. 

Financial Transactions & Billing Support: Collects payments at the time of service and processes them accurately. Completes daily batch reconciliations, submits funds within required timeframes, and follows billing protocols for both in-office and surgical services. Collaborates with the Revenue Cycle Team (as needed) to ensure adherence to front-end office business transaction policies. 

Administrative & Operational Support: Creates, updates, and prepares patient charts in advance of appointments or procedures, ensuring accurate patient identifiers. Scans documents into EMR according to hospital scanning guidelines. Manages physician calendars, arranges travel, and processes travel expense reimbursements (as needed). Drafts correspondence, written communications, and prepares documents as requested. Maintains office supply inventory (medications) and orders as needed. Coordinates with various departments and facilitates communication between physicians, staff, and hospital departments. 

Flexibility & Coverage: Serves as back-up for Office Manager and Staff Secretary, adapting quickly to cover varied responsibilities. Adjusts to changing situations, schedules, and work assignments without disruption to patient care or office operations. Flexibility in commuting as necessary to various HSS locations/sites based on onboarding agreement for the position.  

Technical & Systems Proficiency: Proficient in the use of electronic medical records systems (e.g., Epic) and navigates scheduling, billing, and Microsoft Office software with competence. Operates phones system, scanners, copiers, printers, and other front-desk technology efficiently. Learns and adapts to new systems, policies and technologies relevant to office operations. 

Workflow Management & Problem Resolution: Manages workload effectively, prioritizing tasks to meet patient and departmental needs. Addresses operational issues in a timely manner and ensures full resolution. Works with other departments to coordinate services and resolve interdepartmental challenges.