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 & Coordination: Schedules new, follow-up, and post-op visits, as well as ancillary tests, accurately and on time. Books surgeries in EPIC and surgical calendar, allowing sufficient time for authorizations and pre-surgical requirements. Pays extensive attention to detail when entering surgery in Epic based on the provider’s instruction and patient’s chart. Coordinates referral processes with accuracy and urgency. Confirms appointments via phone, email or Epic with accuracy and completeness. Provides clear instructions to patients regarding procedures, preparation, and follow-up. Notifies all necessary departments and services of schedule changes promptly.  

Billing/Chart Documentation: Manages check-out processes accurately, facilitating time of service payments from patients, including copayment and outstanding balance collections (as needed). Obtains authorizations and/or follows up with appropriate teams on the status through completion, as needed. Ensures all information is collected from patients, including required medical documentation (clearances, test results) is complete and filed before surgery to ensure timely billing. Processes admitting orders and pre-surgical screening forms accurately. 

Uses appropriate written communication when documenting in patient charts, and interacting with physician and other clinical teams. Accurately scans patient records per hospital guidelines.   

Technical, Systems & Job 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. Applies knowledge of orthopedic conditions and surgical protocols relevant to assigned services. Maintains up-to-date knowledge of scheduling processes, insurance requirements, and documentation standards. 

Office Workflow and Operational Efficiency: Prioritizes tasks, including urgent requests and adapts to last-minute surgical add-ons. Manages workload efficiently to meet patient needs, and departmental goals such as call answer rates. Takes initiative to resolve issues and assist colleagues. Adapts to workflow changes and supports team productivity. Fulfills a lead role in the office when covering for Office Manager during time off. Demonstrates accountability in job duties.