Medical Assistant - Clinic Telephone Team - Full-time

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Medical Assistant - Clinic Telephone Team - Full-time

Department:

Primary Care Clinics

Location:

Rio Rancho, NM

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Job Summary and Scope

Provide assistance to a variety of providers, health care team members and patients in a multi-specialty outpatient setting. Perform administrative and clinically related duties to facilitate in- between visit care coordination and documentation. Provide patients telephonic access and single call resolution to health care needs requested and enhance communication between the patients and ambulatory clinic team. Assist with maintenance of message / tracking pools, outreach and reminder calls. Assist in patient care coordination with Central Scheduling and clinic teams. No direct patient care.

Essential Functions:

POLICIES, PROCEDURES AND GUIDELINES- Maintain established hospital as well as departmental policies and procedures, objectives, and quality assurance programs

PROFESSIONAL DEVELOPMENT - Enhance professional growth and development through participation in educational programs, reading current literature, attending in-services, meetings and workshops.

PATIENT SAFETY - Report potential and actual patient safety, concerns, medical errors and or near misses in a timely manner thru the chain of command and document within the PSN system.

PATIENT CARE - Establish a compassionate environment by providing emotional psychological and spiritual support to patient, friends and families.

PATIENT CARE - Promote patient’s independence by establishing patient care goals; teaching patient, friends, identified ley caregiver and family to understand condition, medications, and self-care skills; answering questions within established parameters per message communications or provider conversations.

TEAMWORK - Maintain a cooperative relationship among health care teams and resolve patient problems and needs by utilizing multidisciplinary team strategies.

COMPLIANCE - Active participation in hospital strategic initiatives such as quality improvement and monitoring TJC compliance.

Review schedules and panel patients as indicated with PCP when not documented.

Have a working knowledge of all clinical services and be able to provide administrative and clerical support as needed, such as data collection, scheduling appointments, verifying medical coverage, receiving and sending faxes, print and mail lab results to patients.

Responsible for reviewing: message pool communications and responding as needed to complete medication refills, and prior authorizations, as well as to facilitate communications between providers and patients. Assist with review and updates to referral tracking pools for all clinics.

Responsible to respond to internal calls and calls which escalate from Central Scheduling to facilitate placing lab orders, adhocs, and other ancillary orders, research appointment date and time or results for patients.

Assist with the entering of outside adhocs into the SRMC system for disposition and scheduling. Sending outside documents for scanning into the patient’s chart – ability to create MRN and new patient records.

Complete No-Show follow up calls to frequently no showed clinics. Support as needed calling new patients to remind patients to bring in their required paperwork for new appointments. Complete ER / in patient discharge follow up calls as needed.

May coordinate routine office activities and administrative functions in support of the clinic.

Work from specific scheduling guidelines to call and schedule pending adhocs for all clinics >5 days behind as workload defines.

Obtain insurance pre-authorizations for medications, procedures, referrals as needed.

Perform miscellaneous job-related duties as assigned within established parameters.

SRMC Core Values

Integrity:

Our words and actions match our values

To Serve:

We put the needs of others before our own

Excellence:

We strive to exceed expectations and/or standards in every activity, every encounter, and every initiative

Safety/Quality:

We provide evidence based care, programs, services, and an environment that achieves the best outcomes

Teamwork:

We enjoy the ability and power to work collaboratively to deliver exceptional service

Accountability

Accountable for budgetary compliance with regards to supply ordering monthly

Communication Skills

Must be able to read, write and speak English

Contacts are normally made with others both inside and outside UNM-Sandoval.

Contacts frequently contain confidential/sensitive information necessitating discretion at all times.

Contacts are 10% face to face interactions, 80% phone and 10% computer email and other methods of communication.

Required Qualifications

Some medical / health care knowledge

Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Knowledge of administrative and clerical procedures and systems such as windows, excel, etc.

Managing files and records and other office procedures and equipment (i.e copier, fax, pc, phone)

Basic medical terminology

Active listening skills

Social perceptiveness skills

Skill in monitoring patients and taking corrective action within established parameters

Critical thinking skills

Effective written and verbal communication skills

Ability to interact and cooperate with co-workers, strong interpersonal communication skills.

Education/Experience

Education requirements:

High School Graduate/GED and completion of an accredited Medical Assistant / Specialist program. Military Medic / Corpsman graduate (validated on DD214 form).

Licenses/Certifications:

current CPR/BLS certification

Work Experience:

3 years’ experience in a multi-specialty physician outpatient practice or equivalent ambulatory setting.

Required Education / Certification:

Certification as a Certified Medical Assistant – From a National Medical Assistant Certificating body: (CMA, RMA, AMT, AAMA, NRCMA, CCMA, etc) (School certificate will not suffice).

Preferred Educational/Experience Requirements:

Certification as a Certified Medical Assistant (CMA), Registered Medical Assistant (RMA) or American Medical Technologist (AMT); 4 years’ experience in a multi-specialty physician outpatient practice or ambulatory setting w/ excellent customer service skills and validated key behaviors of front line leaders. (Internal applicants must have CAP level 1)

Conditions of Employment

Must pass a pre-employment criminal background check, reference checks and a post offer drug screen.

Must be employment eligible as verified by the U.S. Dept. of Health and Human Services Office of Inspector General (OIG) and the Government Services Administration (GSA).

Tuberculin Skin Test required annually

Hospital required vaccinations

Hospital required competencies

Working Conditions

Typical office and/or patient care, acute care hospital environment.

Must be able to travel locally between facilities and within the surrounding community.

Occasional exposure to minimal physical risk

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Company info

Sandoval Regional Medical Center