Clinical Access Specialist/Medical Assistant
MedStar Ambulatory Services is committed to providing world-class, compassionate care to every patient,Every time, at every touch point. All associates are accountable for their role in meeting patient experience standards.Under General Supervision, the Clinical Access/Patient Service Specialist serves as the initial contact person for scheduled Telemedicine visits on behalf of physician practices, instilling loyalty and anticipating needs, while providing efficient, effective customer relationship management. Ability to update demographic and insurance information, collect payments and reschedule appointments. Cross trained as a Medical Assistant to assist provider with clinical intake prior to start of visit. Facilitates communication between patients and clinical provider. Demonstrates ability to establish and maintain effective relationships with patients and their families through active listening, empathy, courtesy, and professionalism.QualificationsEDUCATION: High school graduation or equivalent; completion of an approved Medical Assistant (MA) program.EXPERIENCE: 2 years of experience in a high - volume customer service industry position analyzing and resolving customer concerns from basic to complex in nature. Minimum of 1-year telephonic customer service experience required; typically acquired in a call center role, front desk reception, hospital, or medical office scheduling environment.LICENSE/CERT/REG: Certified Medical Assistant (CMA) by the American Association of Medical Assistants or Registered Medical Assistant (RMA) through American Medical Technologists or equivalent within 6 months of hire.SKILLS: Ability to type 40 WPM accurately. Intermediate proficiency with basic technology programs including Microsoft Word (create and edit documents) and Microsoft Excel (create and edit spreadsheets). Ability to navigate through multiple technology programs simultaneously while speaking on the telephone. Ability to demonstrate exceptional interpersonal skills through telephone/written communication. Ability to empathize with and prioritize MedStar customer needs. Ability to determine customer needs and provide appropriate solutions. Ability to remain composed, focused and demonstrate compassion during stressful situations. Ability to demonstrate learning and decision-making skills. Good composition skills - ability to compose a grammatically correct and accurate written communication. Strong multi - tasking ability with effective application of critical thinking skills. Ability to work in a high - stress, high complexity environment and demonstrate a high sense of urgency. Strong attention to detail is mandatory.Primary Duties and ResponsibilitiesResponsible for outbound video conferencing or virtual call handling to manage the intake of patients into the practice, screens for emergent conditions, and assist with connectivity issues.Facilitates new patient registration and updates current registration; verifies insurance and explains patient responsibility to patients; collects copayment prior to care.Manages the financial aspects of the visit, including credit card transactions and receipts, logs and reconciles all patient monies in accordance with policy.Responsible for completing clinical intake in electronic medical record. Collaborates with site in support of optimum patient flow, ensuing a smooth transition between patient to provider.Supports organization initiatives related to new technology, clinical programs and improving the patient experience; seeks opportunities for improvement in al clinic administrative processes and services.Supports other members of the team when patient bottlenecks occur assuring optimal patient flow; manages variable and unpredictable patient volume throughout the work day.Maintains scheduling protocol knowledge base and designated skill set in order to meet established goals for scheduling accuracy, daily call metrics, and defined individual/team goals.Maintains subject matter knowledge of assigned specialties to effectively prepare prescription refill requests, lab result inquiries, and clinical questions to the providers.Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Complies with governmental and accreditation regulations.Demonstrates ability to use various MedStar Health business applications as required to assist with the patient/customer needs.Demonstrates behavior consistent with MedStar Health mission, vision, goals, objectives and patient care philosophy.Displays characteristics of inquiry, empathy, courtesy and respect during communication with customers.Ensures complete communication (closes the loop and follow up) between key customer groups, including internal and external customers, in an appropriate and timely manner.Participates in multidisciplinary quality and service improvement teams as appropriate.Participates in meetings, serves on committees and represents the department and hospital/facility in community outreach efforts as appropriate.May be included in physician practice meetings as required, including training with physician secretaries, regular staff meetings, and/ or other training classes as directed.Completes all mandatory continuing education as established including OSHA, CPR, infection control, and safety.Performs other duties as assigned.About MedStar Health MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, DC, region, while advancing the practice of medicine through education, innovation and research. Our 30,000 associates and 5,400 affiliated physicians work in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest visiting nurse association in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar is dedicated not only to teaching the next generation of doctors, but also to the continuing education and professional development of our whole team. MedStar Health offers diverse opportunities for career advancement and personal fulfillment.