REQUIRED ELEMENTS OF PERFORMANCE

MET

NOT MET

Meet ongoing requirements in Job Description.

SCORING KEY

5 points = Excellent (consistently exceeds standards)

4 points = Outstanding (frequently exceeds standards)

3 points = Satisfactory (generally meets standards)

2 points = Needs Improvement (frequently fails to meet standards)

1 point = Unacceptable (fails to meet standards)

PERFORMANCE APPRAISAL DEFINITIONS

Job Knowledge

Knowledge of products, policies and procedures; OR knowledge of techniques, skills, equipment, procedures and materials.

Quality of Work

Freedom from errors and mistakes. Accuracy, quality of work in general

Quantity of Work

Productivity of the employee

Reliability

The extent to which the employee can be depended upon to be available for work, to complete work properly, and complete work on time. The degree to which the employee is reliable, trustworthy and persistent.

Initiative and Creativity

The ability to plan work and to proceed with a task without being told every detail and the ability to make constructive suggestions.

Judgement

The extent to which the employee makes decisions that are sound. The ability to base decisions on the fact rather than emotions.

Cooperation

Willingness to work harmoniously with others in getting a job done. Readiness to respond positively to instructions and procedures.

Attendance

Consistency in coming to work daily and conforming to scheduled work hours.

EXPECTAIONS AND NDICATORS

RATING

COMMENTS

1) Position specific tasks

Quantity of work & Job Knowledge

a) Perform Intakes through Walk In clinic

b) Process all PCP referrals

c) Maximize use of third party reimbursement sources for OBHAW clients

d) Processing payments/DASEP

2) Outcome Expectations
Quality of Work

a) Obtaining all pertinent demographic and insurance information on incoming clients by interviewing clients
(or their representative) in a courteous and efficient manner. This includes verifying insurance coverage and/or Medicaid eligibility and PCP referral. All pre-visit verifications should be no less than 98% verified pre-service.

e) Keying intake information completely and accurately 100% of the time.

f) Scheduling clients with a credentialed provider within the following timeframes and will work directly with provider to ensure need is met:
* Routine appointments with 5 business days of request appointment.
* Urgent: within 24 hours of request of appointment
* Emergent: within 2 hours of notification

g) Updating each client's financial and demographic information with each visit within 30 days intervals.

h) Following all procedures as outlined in the PCP process

i) Reporting the financial status and reimbursement sources for each client to Accounts Receivable Manager.

j) Collection co-payments, co-insurance, deductibles and any of fees for services 95% of the time.

k) Answering incoming calls on multi-line phone system in a friendly, professional manner by identifying company and self.

l) Processing daily mail/packages in a timely manner

m) Providing exemplary customer service to our clients and our coworkers. Receiving no more than 2 formal complaints per year.

3) Compliance
Cooperation

a) Returning calls of an emergent nature within 2 hours of receipt, returning all other calls as soon as possible, but no later than the end of the workday.

b) Conducting comprehensive assessments on clients referred for financial case management and discerning and assigning appropriate reimbursement sources

c) Acting as a resource to other staff members regarding reimbursement sources.

d) Ensure client chart is documented with financial discussion under FCMCM charge when applicable.

e) Greeting and screening clients and visitors and checking them in.

f) Monitoring and keeping lobby area picked up and in orderly fashion along with turning MedPlay on television.

g) Following OBHAW security and confidentiality policies at all times, accessing client and staff information only as needed for job duties and as approved by supervisor

h) Accepting constructive criticism related to performance and demonstrating acceptance by taking personal responsibility for appropriate change.

i) Using appropriate e-mail etiquette such as replying to e-mails in a timely fashion, using discretion when forwarding another person's e-mail, and using personal e-mail accounts for non-work related e-mails.

j) Completing required annual online training (Relias) and any other training according to OBHAW policies and Procedures (CPR and CPI)

k) Adhering to OBHAW policies and procedures

l) Working as a member of a team

4) Collaboration

Judgement, Attendance and Reliability

a) Staying informed of current policies and procedures, committee actions, and other information required for the functional operation of the company, researching available resources and/or asking questions of supervisor or designee as needed

b) Complying with OBHAW computer, social media, and internet usage policy, reporting problems, and suggesting improvements to OBHAW procedures, software, and equipment

c) Adhering to work schedule and submitting requests for leave according to OBHAW procedures. Unscheduled PTO/Absences (leave taken that is not scheduled and approved in advance) should not exceed 3 in a 12-month period.

d) Following appropriate lines of communication to report and resolve problem situations according to established guidelines, chain of command, and approved committee actions.

5) Professional Development Goal

Initiative and creativity

a) The ability to work and handle issues independently and apply good judgement when making decisions.

b) Communication Skills

c) Time Management

d) Conflict Resolution

6) Extra Functions

Cooperation, Initiative, Creativity, Reliability and Judgement

Performing other work-related tasks as requested by an authorized supervisor (e.g. participate in special projects, serve a peer mentor, participate in OBHAW/Community events, any other job-related duty).