Office Assistant Tasks
Pre-shift tasks:
- Turn on and plug in all appliances (air purifier, speakers, heat lamps, etc.).
- Check schedule and assess patients of the day (set up consult informational folders for new patients, make sure all forms are filled out for new patients, check if any patient is due for re-evaluation) .
- Assign and prep patient rooms (refill cotton balls and sanitizer bottles).
- Reply to any office contact (emails, texts, messages from answering service, and any missed calls).
- Have a quick meeting with the Acupuncturist to go over the day’s schedule and anything they need to be reminded of (patient re-evaluations, payments due, patient birthdays, etc.).
During (when patients are in the clinic):
- Greet and welcome patients, and direct them to their rooms.
- Take payments BEFORE the patient goes to their room for their appointment, if possible. Enter payments in Jane and Zoho Books, and create invoices in Zoho Books.
- (i) Scan EOBS and checks from Canon patients, make sure the check has been signed off, detach the checks, and return the EOB to the patient. (ii) Scan EOBs and checks from insurance companies. Detach checks, and stamp on the back of the checks. Checks go into the check envelope and EOBs go to the shredder.
- Answer any incoming calls, texts, or emails.
- (For leads from the marketing agency) Follow up with the leads who have not responded to the automated messages. (Tasks are listed in the GHL.)
- Follow telephone intake script for prospecting patients.
- Call the insurance company or use online tools like Availity to verify a patient’s insurance. Make a note of their benefit details in Jane.
- Start timer when the Acupuncturist exits a room and keep track of time.
- Direct the Acupuncturist of what room and patient to go to next.
- For patients who are due for re-evaluation, make sure they fill out their disability surveys prior to their appointment. If they have not, direct them to fill it out on the iPad. Calculate and interpret the score, and make a note in Jane of how much they’ve improved/regressed.
- For new patients, scan their ID and insurance card when they come in and upload them into Jane. Take payment. Make sure their intake forms are filled out. If not, direct them to fill them out on the iPad. Lead the patient to their room and take their vitals (blood pressure, temperature, and oxygen). During their consultation, verify their insurance plan and prepare any necessary forms (i.e. Good Faith Estimate). Following their appointment, send out thank you cards.
- Check out patients and schedule their next appointment.
- Hand out review cards to satisfied patients.
- Regularly clean the rooms between each patient visit.
- For late patients, call them if 15+ minutes have passed since their scheduled appointment time.
- Update the daily digest and make any necessary aftercare notes (i.e. Patient just purchased a new treatment plan, the patient will be going on vacation, and make sure the treatment number is always accurate).
Tasks to complete at any time:
- Identify patients who have fallen out of their treatment plan or haven’t made an appointment in a while and call to remind them to make an appointment.
Monthly Tasks:
- Create blog posts with Chatgpt and upload them into Neuron Writer. Edit the article so that it is SEO optimized and sounds coherent. Create a blog post once a month.
- Prepare birthday gift bags (including one birthday card and one trial CBD cream or tote bag) for patients with an upcoming birthday.