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Job Description
The Triage Medical Assistant efficiently and effectively handles inbound and outbound communications for the Primary Care Medical Practitioners at Village Health Partners. These calls involve a wide-range of clinical and administrative requests from patients and other stakeholders, including but not limited to appointment scheduling and visit preparation, medication refills and reconciliation, follow-up care coordination, and benefits/authorization verification.
The Triage Medical Assistant uses the phone, online chats, emails, faxes, or mail as well as advanced information technology to process these communications in a professional manner. The Triage Medical Assistant uses pre-defined clinical protocol to obtain and document required information and to proactively identify and communicate any additional patient needs, as well as any significant care and wellness gaps.
The Triage Medical Assistant may also be assigned the additional duties of the Back Office Medical Assistant as needed to provide support to the physician, clinical, and care coordination staff in the areas of patient care and office organization by performing a wide variety of clinical and administrative duties. The Medical Assistant guides the patient from the waiting room to the exam room and prepares the patient for time spent with the physician. The Medical Assistant reconciles medications and submits physician-authorized prescriptions and refills. The Medical Assistant collects patient information as delegated by the physician to facilitate the proper professional diagnosis of the patient. Medical Assistants may take blood samples; perform diagnostic testing, measure vital signs, and other clinical duties within the scope of their certification. Successful candidates work well in a team environment and are respectful and empathetic to patient's needs and concerns.
Essential Skills and Functions
• Excellent verbal, written, and interpersonal communication skills.
• Works efficiently and effectively in a fast-paced, clinical environment.
• Fluent in Medical Terminology.
• Follows documented protocols and procedures.
• Appropriately escalates issues outside of existing protocols to meet the needs of the patient.
• Conducts complete medication reconciliation.
• Updates medical history based on the information provided by the patient.
• Identifies special needs and takes the proper steps to ensure patient appointments are scheduled appropriately.
• Documents all history of present illness for acute or chronic care patients.
• Follows all HIPAA and privacy rules while discussing sensitive health information with the patient or their authorized delegates.
Verifies and updates patient insurance and demographic information.
• Schedules appointments and queries clinical information from the System.
• Meets performance and service level criteria as defined in "Performance Metrics."
• Empathizes with and coaches the patient in navigating the healthcare system.
• Works well with a diverse group of professionals in a team environment.
• Proactively and professionally identifies opportunities for improvement in work processes and/or setting.
• Follows all clinical safety protocols and infection control procedures
• Back Office Medical Assistant duties may include:
o Reviews patient history and reason for visit.
o Prepares exam room with equipment and supplies according to visit type and adhering to Universal Health Precautions.
o Manages patient rooming to efficiently meet daily appointment schedules.
o Reviews presenting issue, visit notes, history, orders, and updates appropriately within the EMR.
o Confirms all EMR templates for completeness prior to the visit.
o Escorts patients to the exam room to maintain a smooth patient flow with the physician, with flexibility to the exam sequence, as required. Communicates with the Check-In Staff to facilitate efficient patient flow (cycle).
o Assists physician with exams, conducts pre and post-vial tests and/or procedures as required.
o Sanitizes medical supplies and properly disposes of used materials.
o Manages physician-authorized medication refills
Qualifications
• Medical Assistant certification- active and current
• CPR certification- active and current
• 1-3 years related experience, preferably in a Primary Health Care setting.
• Experience handling phone calls in a clinical setting.
• Experienced in properly handling confidential and sensitive information; knowledge of HIPAA rules and regulations preferred.
• Experience with basic desktop software, medical practice management, and EMR systems
• Excellent customer service and communication skills.
• Empathetic to patient's needs and concerns.
• Highly motivated and organized.
• Able to simultaneously manage multiple tasks.
• Fluent in English
• Excel under pressure with attention to detail
• Knowledge of and adherence to HIPAA rules and regulations.
• Knowledge of and adherence to Bloodborne Pathogen & OSHA Safety procedures
Physical Demands/Work Environment
• Risk of exposure to hazardous conditions and blood borne pathogens
• Operation of various office equipment: fax machine, telephone and voice mail system, personal computer, e-mail system, cell phone, and photocopier
• May be required to sit or stand for long periods of time
• Light lifting - up to 20 lbs, reaching, bending
