Medical Assistant, Non-Certified / Patient Services Representative

JOB SUMMARY

The Medical Assistant, non-certified / Patient Services Representative is responsible for escorting patients to the exam room, retrieving all phone calls, voicemails, and prescription requests; communicating with patients for instruction, information, and assurance; assisting in the scheduling process, obtaining necessary referrals, verifying patient demographics and insurance information and collecting co-pays; and resolving patient inquiries, under the direction of the Practice Manager and physician*.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Identify self verbally and by wearing name badge at all times while on duty. 
• Greet patients with courtesy and respect. Answer questions and direct requests appropriately and efficiently.
• Schedule patient appointments within the prescribed protocol.
• Verify all necessary referral and authorization information is in place prior to the appointment.
• Check-in patients, obtain pertinent information, copy and scan insurance cards as applicable, provide new patient forms, etc.
• Verify and update demographics and insurance in the practice management system at each patient encounter.
• Notify clinical staff patient has arrived and provide nurse with appropriate documentation and information for the visit.
• Collect all co-payments, deductibles and other monies owed at the time of service. Follow established protocol for receipt writing, cash collections, and nightly deposits.
• Answer telephones promptly and in a professional manner according to corporate customer service standards.
• Manage schedule to ensure maximum utilization of available time slots.
• Utilize appropriate system, processing each referral according to office protocol.
• Verify patient appointments via telephone prior to patient appointment as instructed.
• Comply with Corporate policies as directed, carrier policies, and other corporate protocols.
• Prepare all pertinent information for scheduled appointments, according to protocol.
• Under the direct supervision and responsibility of a licensed physician*, a Medical Assistant, non-certified, may undertake the following clinical duties:
• Prepare medical instruments or equipment for use.
• Prepare patient treatment areas for use.
• Obtain and record patient vital statistics or other health information. Ensure the identification of the patient. Verify name and MCC # with requisition or appointment schedule, ensure labels are printed for all tests ordered.  
• Organize work and handle workload efficiently; organize an effective and efficient response to optimize productivity.  
• Maintain adequate supplies for testing, replenish supplies when necessary. Alert appropriate personnel when supplies are needed.
• Enter physician directed and documented diagnostic orders into the approved EMR Order Entry system. Complete fax orders as needed and document confirmation of sent and received diagnostic orders.
• Maintain safety procedures. Suggest ways to solve safety/health problems. Uses appropriate safety equipment (i.e., safety needles, sharps containers, Personal Protective Equipment/PPE). Decontaminate/sterilizes work area at end of day as needed.
• Be proficient with standard concepts, practices, and procedures within the medical field.
• Prepare charge tickets for appropriate tests and procedures performed.
• Anticipate departmental needs and improve office efficiency by assisting other staff as necessary.
• Answer patient questions in a friendly and professional manner; direct requests appropriately and efficiently.
• Schedule patient procedures or appointments as necessary.
• Answer calls and respond to voice mail in a timely manner. 
• Understand limitations of role as a Medical Assistant
• Coordinate schedule changes with front desk.     
•  Other duties as assigned.

*Physician has the option to delegate this responsibility to a mid-level provider.

CORPORATE CULTURE RESPONSIBILITIES

• Follow established corporate and department-specific policies and procedures.
• Attend all corporate and department-specific required training.
• Uphold MCC’s Purpose, Values, and Vision.
• Abide by MCC’s Corporate Culture Responsibilities. 
• Perform other duties as may be assigned cheerfully and willingly.

EDUCATION/EXPERIENCE REQUIREMENTS

• Minimum education requirement is high school diploma or GED.
• Medical office experience required in a clinical-based position. 

KNOWLEDGE, SKILLS, AND ABILITIES

• Displays customer services skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills. 
• Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
• Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
• Displays computer proficiency (i.e. PC windows and MS Office environment) and ability to quickly learn new applications. Preferred ability of typing 40 cwpm.  
• Preferred knowledge of operating electronic health records (EHR) systems.
• Proficient in use of English language both in written and verbal communication. 
• Must be able to communicate with individuals of varying socio-economic backgrounds.
• Good visual acuity, including color discrimination, is required. 
• Ability to work in hazardous and biohazardous areas. 
• Ability to work in an area in close proximity to other employees. 
• Displays ability of giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Professional demeanor and recognition of privacy considerations for patients and families.
• Must be able to accurately prioritize multiple tasks.    

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally)
• Standing/Walking: Frequently; activity exists up to 2/3 of the time
• Keyboarding/Dexterity: Frequently; activity exists from ¾ of the time
• Ability to look at a computer screen for extended periods.
• Ability to perform constant repetitive hands and finger motions.
• Ability to work in various positions (standing, sitting, bending, and walking) for extended/long periods of time.
• Talking (Must be able to effectively communicate verbally): Yes
• Seeing: Yes
• Hearing: Yes

EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Must exhibit stable work behaviors daily.
• Must possess adequate individual coping skills.
• Ability to remain calm and professional regardless of workload or time constraints.   
• Must be able to work under stress and remain calm and professional.    

WORK ENVIRONMENT

• Clinical back/front office environment
• Exposed to frequent and constant interruptions in daily functions/schedule.  
• Must be available to customers and staff throughout the day.  
• May be required to work extended hours to meet department needs.
• Clinical/Medical practice office operations.