Medical Assistant/Patient Access Specialist

Working title: Medical Assistant/Patient Access Specialist

Division: Community Health Center

Program: Mobile Unit

FLSA status: Non-Exempt: Full-time

Reports to: Community Partners Program Manager

Schedule: Monday-Friday

Wage Range: $19.36 to 24.14 hourly; depending on number of years of transferrable experience and internal equity

Overview:

Serving the Yellowstone County community and south-central Montana for nearly 50 years RiverStone Health is an essential provider of personal and public health services. Health Education Leadership and Protection HELP is what we medical dental and behavioral healthcare; home care and hospice; public health services like immunizations WIC health promotion and restaurant inspections; and educating the next generation of health professionals our expertise spans all ages and stages of life. Underlying principles of access affordability compassion and quality in all interactions RiverStone Health improves life health and safety for all of the communities we serve.

Job Summary:

This position is responsible for providing excellent customer service to RiverStone Health Mobile Unit clients over the phone and in person. Duties include scheduling appointments collecting and entering patient information into the electronic health record (EHR) taking payments answering questions and referring clients to appropriate resources and people. The work environment is typically fast paced. Work is performed with integrity and innovation to ensure a high level of customer service delivery. It includes assisting the clinical care team in rooming patients and preparing the patient for the visit obtaining and documenting vital signs and other medical support duties as trained and assigned to support the treatment of the patient.

Essential Functions/Major Duties and Responsibilities:

Patient Access Services 60%

• Compassionate friendly and professional customer communications in person over the phone and in writing.
• Contributes to a positive working environment by demonstrating the RiverStone Health Mission Vision and Values.
• Collect prepare and enter data accurately into multiple electronic health record in a timely manner.
• Provide patient services which may include greeting registration making appointments rescheduling follow-up outreach medical records requests and escorting patients to applicable service areas.
• Help patients determine any assistance programs for which the patient may qualify and/or directing the patient to Care Management Services for referral to other Riverstone Health services or community support services as needed.
• Proper documentation and verification of patients insurance information including dental insurance requesting copays/payment for services money handling answering and routing calls scanning patient documents and preparing correspondence.
• Review and provide information to outside entities ensuring that all confidentiality and HIPAA policies and procedures are followed.
• Excellent internal communication with other RiverStone employees and providers to ensure efficiencies and quality customer service.
• Willingness and ability to ensure excellent work support of others and participate in quality improvement processes.
• Prepare and coordinate special projects as needed.
• Resolve problems and concerns and report issues and incidents using RiverStone processes.
• Keep public facing areas clean and tidy.
• Attend staff and educational meetings.
• Represent RiverStone Health in meetings trainings or public events when needed.
• Planning and communication with community partners.

Medical Assistant Services 35%

• Take patient vital signs (including height weight blood pressure pulse respiration etc.)
• Complete rooming process per defined policy to prepare the patient for their medical appointment.
• Document patients medical family surgical and hospitalization history as advised by the medical provider.
• Complete screenings with patient as defined by reason for the medical visit and by the medical provider (PHQ-2 PHQ-9 GAD-7 SBIRT).
• Maintains patient charts including preparing all necessary documentation for appointments signing dating and verifying completed documentation for accuracy.
• Collects necessary medical information from the patient and enters it into the computer system.
• Responsible to respect and maintain privacy dignity and confidentiality of patients at all times.
• Chart preparation for scheduled provider visits including walk in patients as requested by the care team. Include the review of the medical record to obtain relevant records and documents needed in advance of the patient appointment.
• Print out immunization history from ImMTrax.
• Provide patient education counseling and follow-up.
• Accessing outside facilities for additional medical records.
• Communicating pre-visit needs with the patients and clinical care team.
• Review the Clinical Decision Support System (CDSS) and review for compliance.
• Outreach to patients regarding care needed and testing follow-up.
• Follow up with patients regarding post-visit instructions.
• Maintains supply inventory in exam rooms. Ensures supplies are in stock and order supplies as needed.
• Sets up sterile instrument trays for medical provider or dentist for use in procedures as necessary.
• Assist provider with medical procedures as required for patient care (chaperone pelvic exam assist with sterile skin procedure etc.).
• Help inform and comfort patients before during and after dental treatment.
• Cleans room as appropriate after examination and in between patient care.
• Obtain process and complete CLIA waived testing.
• Sterilize instruments and ensure infection control measures are utilized in the cleaning and routine maintenance of equipment and exam rooms.
• Various assignments may include lab coverage or x-ray coverage (if x-ray certified).
• Recognizes that managing patient care is a team effort that involves clinical and nonclinical staff (e.g. physicians nurse practitioners physician assistants dentist nurses medical assistants educators front desk staff schedulers etc.) interacting together to achieve the patients stated objectives.
• Will provide coverage on an as needed basis to other satellite clinics as requested by your supervisor.
• Prepares and coordinates special projects under the direction of your supervisor.
• Complete outreach to patients as a member of the patient care team.
• Professional and courteous telephone and welcoming etiquette is displayed and performed at all times.
• Schedule appointments and make referral appointments when necessary.
• Assist patients with medical records requests.
• Responsible to perform a wide variety of tasks under the pressure of continuous interruption.
• Coordinates communications to supervisor co-workers and patients as needed or directed.
• Thorough knowledge of the administrative policies and procedures of the agency.
• Thorough knowledge of modern office procedures practices and equipment.
• Willing to be trained on lab draws and immunizations.

Non-Essential Functions/Other duties as assigned 5%

• Perform other duties as assigned in support of RiverStone Healths mission and goals.

Education and Experience:

Minimum Qualifications

• High School diploma or equivalent
• Medical Assistant certification or
• 1 year of clinical experience
• Any combination of experience and training which provide the equivalent scope of knowledge skills and abilities necessary to perform the work.

Preferred Qualifications:

• One or more years of medical office and/or electronic health record experience
• Medical terminology training or experience
• Experience working with an underserved population
• Experience working in a customer service environment

Certificates Licenses Registrations:

• Valid Montana Drivers License in good standing.
• Certification by the American Heart Association (AHA) for Basic Life Support (BLS)

Knowledge Skills and Abilities:

• Computer literacy including Excel Outlook and Word.
• Knowledge of modern office procedures practices and equipment.
• Ability to maintain a calm and positive demeanor during difficult client interactions.
• Ability to display non-judgmental and empathetic listening skills.
• High degree of detail-oriented skill level.
• Knowledge and understanding of protected sensitive patient health information (HIPAA) and confidentiality.
• Ability to work collaboratively and maintain a positive work environment.
• Ability to meet deadlines.

Customer Service Excellence:

• Doing things right the first time
• Making people feel welcome
• Showing respect for each customer
• Anticipating customer needs and concerns
• Keeping customers informed
• Helping and going the extra mile
• Responding quickly
• Protecting privacy and confidentiality
• Demonstrating proper telephone etiquette
• Taking responsibility for handling complaints
• Being professional
• Taking ownership of your attitude toward Service Excellence.

Supervision:

• None

Physical Demands and Working Conditions:

• Work is mainly performed in a clinic setting.
• Will be expected to drive a 40-foot mobile unit.
• Work in outreach settings including outdoors and at community events.
• Standing bending sitting lifting required.
• Will be required to travel to different clinic locations.
• Required to wear N95 mask.
• Work is mainly performed on a computer up to 8 hours per day.
• Create and maintain a safe/secure working environment by adhering to safety security and health requirements. Integrates injury illness and loss prevention into job activities by attending any necessary training and implementing best practices.
• Required to travel to different locations.
• Expected to drive a vehicle which requires sitting seeing and reading signs traffic signals other vehicles etc. Travel occurs in all weather conditions including extreme heat and cold.

Freedom to Act & Decision Making:

• Work is structured by public health regulations and established medical practices. Decisions directly affect the quality of services provided to the public.

Communications & Networking:

• Work directly with other team members to provide quality customer service for patients.

Budget & Resource Management:

• Not applicable

Required Experience:

Unclear Seniority