Telephone Nurse or Certified Medical Assistant (CMA)

JOB SUMMARY

This position is primarily responsible for responding to patient telephone inquiries and questions in a timely manner. This position is associated with increased quality improvement and higher patient satisfaction with their care. Position also provides timely feedback to the patient on laboratory, as well as, other diagnostic test results. Satisfies regulatory requirements on patient notification for lab results. The position is a care coordination team supporting general care processes alongside the providers.

RESPONSIBILITIES AND AUTHORITY

• Picks up messages through ECW telephone encounters and by checking nurses’ voicemail line with goal of 48 hour turn around on telephone encounters.
• Manages nurse-directed patient telephone calls, patients requesting health care services for Rx refills, medical supplies, and other patient questions or concerns.
• Forwards patient refill requests to the Telephone Nurse for processing.
• Calls patients to convey recent laboratory and/or diagnostic test results. Provides patient education: e.g. chronic disease, and preventative as instructed by providers or within scope of certification.
• Follows protocols on contacting patients.
• Accurately documents symptoms/complaints, nursing assessment, advice provided and patient/caller response. Follows policies, procedures, and protocols to ensure consistency and departmental effectiveness as well as improve health care outcomes of patients/callers and their access to appropriate health care.
• Completes and processes patient forms or applications and forwards to the appropriate provider(s) for review and obtain signature if indicated. Provides documentation and related paperwork to various locations per providers orders (i.e. Rx refills, diabetic supplies).
• Performs a variety of routine clerical work such as scanning documents into ECW, lab reports into patient’s chart, faxing documents, answering telephone, making patient appointments.
• Assists with patient education specific to importance of returning for follow up testing or treatments as appropriate.
• Responsible for retrieval and dissemination of information for the providers in their care and treatment of the patients.
• Acts as a liaison between the physician and patient to convey information, recommendations, patient instructions, and also determine appropriate need of appointment.
• Requests reports, ER visit summary, and hospital discharge summary if conversation with patient reveals a recent visit outside the clinic.
• Understands and supports the goals of PCMH, Meaningful Use, and Quality Assurance Program.
• Other duties as assigned.
• Completes and processes patient forms or applications as indicated

QUALIFICATIONS, KNOWLEDGE, SKILLS

Certified Medical Assistant Certification, willing to train qualified medical personnel with demonstrated experience.

Current Basic Life Support (BLS) certification required

Minimum of 5-7 years of Certified Medical Assistant employment.

Prior electronic medical record experience preferred.

Knowledge and ability to recognize and triage urgent or emergent situations.

Experience working with and understanding of a culturally diverse patient population.

Demonstrated organizational and problem-solving abilities.

Strong emphasis on ability to communicate effectively with patients based on their level of understanding.

Pleasant personality in order to communicate effectively with patients and work with staff in all departments.

ECW experience a plus