Certified Medical Assistant Patient Services Representative
Certified Medical Assistant Patient Services Representative
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1 Vacancy
Job Description
Overview
Welcome to CHI Saint Joseph Medical Group a full service network of primary care services specializing in family internal geriatric and pediatric care serving 88 locations across central and Eastern Kentucky. CHI Saint Joseph Medical Group is dedicated to delivering customized care based on the unique needs of our patients and is recognized as a Best Place to Work in Kentucky for two years in a row (2023-2024).
Whether you are an experienced healthcare professional or working toward that we invite you to experience Hello Humankindness with us! CHI Saint Joseph Health provides you with the same level of care you provide for others. Learn more about CHI Saint Joseph Medical Group and its awards and recognitions here.
Our commitment to serve the common good is delivered through the dedicated work of thousands of physicians advanced practice clinicians nurses and staff; through clinical excellence delivered across a system of 140 hospitals and more than 2200 care centers serving 24 states.
Responsibilities
Candidates must live in or around Erlanger/Lexington Kentucky. While this postition is remote you may be required to attend training or meetings on site.
Patient Service
Schedule and register patient appointments and/or provide information for other requests (e.g. addresses/directions phone numbers hours of operations other departments such as billing etc.). Process all phone fax email and other communication channel requests with an emphasis on efficiency and accuracy.
As appropriate assist new members with introduction to and explanation of available services processes and availability of providers.
Update patients of the status of their referral or authorizations.
Answers screens and processes a high volume of incoming calls in a professional manner. Directs patient access to the practice by scheduling and canceling patient appointments for multiple providers.
Utilizes and adheres to a phone script clinical decision trees and scheduling criteria following department guidelines.
Uses independent knowledge within scope of knowledge and training to determine the type of appointment needed and urgency to schedule the patient to the appropriate provider or route the call to the appropriate resource.
Communicates to patients and internal and external ordering physicians offices complex exam preparations instructions including but not limited to pre-procedure laboratory test requirements and other necessary preparations instructions.
Sends out accurate and complete communication to physicians or other healthcare providers
First Contact Resolution
Determine the reason for the call and assist the caller with their questions concerns or problems with the focus on first call resolution. Facilitate patient issue-resolution by referring the matter to an issue/content expert. Escalate the matter to a supervisor request the appropriate information or take appropriate action so that the issue expert is able to effectively resolve the matter
Contact Handling
Ability to comprehend and communicate clearly and effectively (both verbally and in writing) with medical center staff patients families and other internal and external customers
Flexibility
Ability to perform essential job functions with a high degree of independence flexibility and creative problem solving
Contact Control
Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has or can be found. Ability to clearly articulate a response to the patient using appropriate voice modulation
Problem Solving
Exceptional patient/customer service skills including effective and efficient problem solving and analytical skills
Contact Quality
Meet Quality Assurance requirements and other key performance metrics
Professionalism
Ability to provide a high level of customer service to patients visitors staff and external customers in a professional service-oriented respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations
Pro-Actively Contributes to Organizational Excellence:
As described by the DHMF Way True North. Focus at all times on improving the patients experience by delivering on a culture of yes.
Problem solves to maximize opportunities and minimize unnecessary steps.
Keeps work spaces and all patient areas clean and clutter free.
Maintains professional appearance and follows all dress code guidelines.
Flexible to change work hours/days and floats to support others.
Initiates ways to increase Physician productivity.
Demonstrates Effective Stewardship
Utilizes and maintains equipment properly to minimize repair and service calls maximize equipment longevity and increase cost effectiveness.
Orders only necessary items maintains PAR levels and shares supplies to eliminate unnecessary spending.
Utilizes work time efficiently through proper time management.
Adheres to time and attendance policies and procedures.
Promptly refers patients to the billing office for extensive billing questions.
Documents insurance cards referrals auths and other billing data
Continuously Challenges Status Quo:
Encourages feedback from patients and co-workers.
Seeks alternative ways of doing things quicker with less resources
Ask questions.
Reports items that require attention.
Share ideas and give feedback.
Initiates and offers ideas and solutions when problems arise
Safety Confidentiality and Training:
Can verbalize fire and disaster plan.
Meets all OSHA standards.
Attends all required training as scheduled and timely completes all required online training.
Knows how to utilize the incident reporting system and compliance hot line.
Adheres to all patient confidentiality requirements
The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.
Qualifications
Required Education
High School Diploma GED or equivalent
Graduate of an accredited Medical AssistantProgram
Licensure and Certifications
Certified Medical Assistant (CCMA CMA CMA-NHA NCMA NRCMA RMA RMA-AAH or CMA-MMCI acceptable)
Basic Life Support
Required Minimum Knowledge Skills and Abilities
Experience with computer systems required including web based applications
PREFERRED Qualifications
Experience in a patient-focused healthcare environment. 1 year experience in a high volume multichannel contact center
Required Experience:
Unclear Seniority
Employment Type
Unclear
