Telephone Triage MA/Patient Care Assistant-FT-Gastroenterology-American Fork

At Revere Health, we believe there is a better path to healing and healthcare maintenance, and we’re working on this mission—one patient at a time. We’re a national leader in a movement called value-base care which aims to improve treatment outcomes and keep costs down. Our internal culture is one that promotes respect and consistently recognizes the impact that individual employees have on the mission of the organization.

Position Summary: This is an opportunity to work in a great department, with great people, in a well-respected organization. Facilitates quality patient care under the supervision of the provider. This position will provide a full range of telephone duties, including triaging calls and relaying messages and assisting with other clerical duties as required serving as a liaison between patients, medical staff, and providers

Essential Job Functions:

• Promote quality communication and customer service to all patients


• Manage inbound patient calls acting as primary medical triage for all incoming queries for the Gastroenterology department


• Answer incoming calls and review phone messages in a timely and efficient manner, monitoring patient queue, and minimizing long hold times or dropped calls


• Verify patient information including demographics, medications, medical history as needed


• Identify, resolve, provide accurate and satisfactory answers, or escalate patient needs as appropriate


• Thoroughly document each call in EHR to maintain accurate and detailed documentation, ensuring communication is tracked and monitored


• De-escalate situations involving dissatisfied patients by offering patience, assistance, and support


• Respond to patient inquiries, prioritizing responses and routing urgent calls from patients in an effective manner.


• Directs calls immediately to appropriate staff or provider as necessary.


• Guide callers through troubleshooting, navigating the company site & patient portal, or directing to appropriate department


• Maintains safe, secure, and healthy work environment by establishing and following standards and procedures, complying with legal regulations


• Serves and protects the medical practice by adhering to clinic and professional standards, policies and procedures, federal, state, and local requirements


• Communicates respectfully with all staff and patients


• Help train new employees for similar position as needed


• Crosstrain to assist with general MA duties during slower call volume times


• Other duties as assigned

Qualifications:

• Demonstrate excellent computer, telephone and communication skills


• Outstanding customer service, organization and attention to detail


• Experience in medical clinic setting preferred


• Patient-minded focus


• Must be a self-starter, a team player, dependable, friendly and professional and be able to multi-task and work efficiently while remaining calm and productive.


• Willing to train the right candidate.


• Preference may be given to someone with 1-3 years of healthcare and/or call center experience.


• Certified Medical Assistant preferred, but not required

Hours: 8am-5pm Monday-Friday This position is full-time year-round. Applicants who cannot work the full-time schedule year-round as outlined above, need not apply. Closed evenings. Closed weekends. Closed major holidays. Benefits, insurance (medical, vision, pet), 401k, paid holidays