Medical Assistant- Care Navigation

The Medical Assistant is a key point of contact for patients and provides patients with a positive customer service experience. This position works closely with patients, clinical teams, and physician practices to facilitate communications between all parties. Responsibilities include accurately scheduling patient appointments, conducting patient outreach calls, and being available to answer incoming calls and requests from patients and/or caregivers. This is a full-time role working 8am-6pm 4 days/week and every other weekend.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Facilitate patient communication related to appointments.
• Respond to patient requests as appropriate within the department’s response time protocol.
• Must be available throughout entire shift to promptly respond to all incoming patient calls, coordinate with clinical care team(s), and to schedule appointments as required.
• Work closely with the clinical care team to deliver the best care for our patients.
• Foster a climate allowing for direct communication between the care team, patient/caregiver and appropriate care providers to optimize outcomes.
• Collaborate with care team members to address gaps in care.
• Promote and facilitate improved clinical outcomes and patient satisfaction, as well as efficient use of resources.
• Act as a patient advocate to ensure highest quality of care for our patients.
• Interview patients regarding medical concerns and obtain medical history.
• Record vital signs, such as pulse rate, temperature, blood pressure, height and weight in patients’ EHR; as needed assist and support patients in using home medical equipment (e.g., blood pressure monitors) to obtain updated values.
• Review physician orders and lab requests and follows up as needed; call in prescriptions/order refills as approved and directed.
• Communicate test results to patients as directed.
• Assist in patient education with related educational tools, periodicals, flyers, and handouts.
• Assist with applicable forms and patient paperwork, which includes processing referrals, prior authorizations and pre-certifications, etc.
• Respond to patient phone calls, as appropriate.
• Maintain a clean and well-organized work area; ensure confidentiality of patient data at all times as required by HIPAA regulations and Care Navigation’s policies.
• Attend meetings and participate in classroom activities as needed.
• Must have high speed, reliable internet connection at all times during scheduled work hours.
• Required to report to the Care Navigation Office and/or Central Business Office (CBO) for equipment updates or other system issues as needed.
• All other duties as assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

A. Education, Licensures & Certifications

Required: High School diploma or equivalent

Required: Graduate of a Medical Assistant program

Preferred: MA certification

B. Knowledge, Skills & Abilities

• Self-disciplined, energetic, passionate, and innovative.
• Excellent written and verbal communication skills with the ability to communicate in a courteous and friendly manner.
• Computer literate, especially with Electronic Health Record (EHR) systems (Epic experience preferred).
• Proven ability to maintain confidentiality of patient data.
• Ability to interpret, adapt, and apply clinical and COPC policy guidelines and procedures.
• Consistently communicates clearly with patients and other parties and maintains a high level of accuracy and efficiency within documenting in the EHR, including recording vital signs.
• Knowledge and understanding of medical terminology and patient care.
• Ability to react calmly and effectively in stressful and emergency situations.
• Knowledge of medical equipment and instruments used for administering patient care (e.g., personal blood pressure monitors, etc.) and the ability to assist patients in obtaining updated health values.
• Skill in establishing and maintaining effective working relationships with patients and medical staff.
• Self-disciplined, energetic and passionate.
• Excellent analytical, organizational and time management skills with the ability to multi-task and prioritize work.