LRHPG Certified Clinical Liaison MA II - Clinic Liaison

Lakeland Regional Health is a leading medical center located in Central Florida. With a legacy spanning over a century, we have been dedicated to serving our community with excellence in healthcare. As the only Level 2 Trauma center for Polk, Highlands, and Hardee counties, and the second busiest Emergency Department in the US, we are committed to providing high-quality care to our diverse patient population. Our facility is licensed for 910 beds and handles over 200,000 emergency room visits annually, along with 49,000 inpatient admissions, 21,000 surgical cases, 4,000 births, and 101,000 outpatient visits.

Lakeland Regional Health is currently seeking motivated individuals to join our team in various entry-level positions. Whether you're starting your career in healthcare or seeking new opportunities to make a difference, we have roles available across our primary and specialty clinics, urgent care centers, and upcoming standalone Emergency Department. With over 7,000 employees, Lakeland Regional Health offers a supportive work environment where you can thrive and grow professionally.

Active - Benefit Eligible and Accrues Time Off

Operating within a centralized ambulatory contact center, this role executes all patient care entirely through telephonic and digital channels. You serve as the critical link for two distinct populations: our External Clients (patients and the community) and our Internal Clients (physicians and clinic staff in Primary Care and Pediatrics). Leveraging certified clinical expertise, the CMA II provides exceptional customer service, executing precise scheduling and independent telephonic triage exclusively to support our Primary Care and Pediatrics clinics.

People At The Heart Of All We Do

• Fosters an inclusive and engaged environment through teamwork and collaboration.
• Ensures patients and families have the best possible experiences across the continuum of care.
• Communicates appropriately with patients, families, team members, and our community in a manner that treasures all people as uniquely created.
• Safety And Performance Improvement
  • Behaves in a mindful manner focused on self, patient, visitor, and team safety.
  • Demonstrates accountability and commitment to quality work.
  • Participates actively in process improvement and adoption of standard work.
  • Stewardship
  • Demonstrates responsible use of LRH's resources including people, finances, equipment and facilities.
  • Knows and adheres to organizational and department policies and procedures.
  • Standard Work: LRHPG Certified Clinical Liaison MA II
  • Independent Telephonic Triage: Applies established guidelines to triage incoming calls, assessing patient needs, providing appropriate advice within scope, and accurately determining when a situation requires immediate escalation or a 911 call.
  • Scheduling Precision & Auditing: Efficiently and accurately schedules appointments, verifies insurance participation (par), and routinely audits assigned doctor schedules in pediatrics and primary care to identify and resolve common errors proactively
  • Medication & Authorization Management: Accurately processes medication refills within organizational guidelines, initiates and follows through on prior authorizations, and clearly communicates refill instructions to patients
  • Data Integrity & Work Queues: Regularly monitors assigned Epic EHR work queues, demonstrating proficiency in correcting common scheduling errors and consistently documenting patient interactions accurately and concisely
  • Ambulatory Operator Duties: Serves as a primary routing hub, accurately receiving and transferring non-clinical or administrative calls to the appropriate departments across the broader ambulatory division
  • Protocol Escalation & De-escalation: Effectively remains calm and professional when interacting with upset patients or challenging staff, de-escalating most situations using established techniques, and escalating complex situations to leadership
  • Standard Work Adherence: Consistently adheres to established departmental SOPs and guidelines, demonstrating proficiency in navigating documented preferences of individual providers for scheduling
  • Additional Duties: Willingly takes on additional duties and completes them competently and in a timely manner
  
  

Essential:

• Proven ability to independently apply triage protocols
• Proficiency with EHR systems.
• Ability to communicate clearly and professionally over the phone

• Proficiency with Epic EHR and Work Queue management
• Knowledge of medical office billing/coding

Essential:

• High School or Equivalent

• Associate Degree

Essential:

• Graduate of an accredited Medical Assisting (MA) program

Essential:

• Certified Medical Assistant

• Basic Cardiac Life Support

Other information:

Experience essential:

Minimum of one (1) year of clinical experience as a Medical Assistant.

Experience Preferred:

Prior experience operating in an ambulatory contact center, high-volume triage, or telephonic patient support environment.

Salary : $19 - $22