Job Description

Virtual Medical Assistant

Job Description: Provides excellent customer service. Performs pre-visit pre-charting calls to patients prior to their in-clinic visit. A multi-skilled virtual medical assistant dedicated to assisting in all clerical aspects of the rooming process to assist the in-office medical assistant in expediting onsite rooming in preparation for the patient's visit with their physician or APP.

Essential Functions:

• Conducting telephonic pre-visit check-ins on the patients of your assigned practice or practices. Spend 7-8 hours a day on the phone with patients to ensure all pre-visit information is solicited from the patient and documented in the patient's chart in preparation for their visit.
• Confirm reason for the visit, go over the medication list, social determinants of health, gaps in care, and eligibility for assistance or other referral services for each of your patients. Coordinate and collaborate with the practices' providers, and clinical and office staff to ensure the rooming process of the on-site visit is expedited.
• Making approximately 30-50 phone calls a day to yield the 12-16 patient interactions necessary to complete 20 minutes of registration for 12-15 patients a day.
• Doing all of the above while maintaining your patients' privacy, confidentiality, and safety, and adhering to ethical, legal, and accreditation/regulatory standards at all times.

Temperament:

• Highly professional on the phone
• Able to maintain a compassionate and engaging tone even with distrustful or unhappy patients
• Quick thinking to respond at the moment to patient questions and needs, with strong critical thinking skills to ask appropriate follow-up questions
• You must be able to work 40 hours a week, where you will be speaking to patients on the phone, staring at a computer screen, and sitting or standing at a desk for 8 hours a day.
• You must have a home office set up that will allow you to speak privately and maintain confidentiality with patients.
• You must be highly self-motivated, organized, and able to work independently - you will be held to a high standard of quality and productivity for work that you are doing on your own.
• Complete health and social assessments to learn about their risks and how you can best help
• Support patients in their healthcare journey

Skills, Qualifications, and Required Experience:

• Ability to organize and prioritize assignments to work independently as well as a collaborative team member.
• Possesses critical thinking, prioritization, and organizational skills.
• Basic computer literacy and arithmetic skills.
• Knowledge of ambulatory health care or related health care field.
• Ability to provide dynamic customer service using various techniques including positive language, calming presence, attentiveness, clear communication, and patience.
• Attention to detail and quality of work.
• Ability to communicate effectively and courteously, both orally and in writing.

Experience Requirements: 1-2 years of Healthcare experience as a Certified/Registered Medical Assistant with active certification required. 1-2 years of Technology experience - preferably with multiple EMR/EHR systems, but at a minimum familiar with EPIC. At least 6 months in a Call Center environment is a plus preferred 1-2 years of Case management or care coordination experience is a preferred 1-2 years of Experience working in a collaborative, fast-paced, entrepreneurial environment is ideal. 1 year of Computer experience for in putting data and reviewing patient demographic material.

Education Requirements: High School Diploma or GED equivalent Medical Assistant Program: Certificate Required.

Certification/Licensure Requirements: Basic Life Support (BLS) required within 30 days Certified Medical Assistant (CMA) required at time of hire Current Procedural Terminology (CPT) preferred at time of hire.

Equipment and work aids may include: Computer, telephone, calculator, fax machine, copy machine. Other equipment as determined by the practice. We will provide you with a company computer and all of the software you need to make patient calls and do your job, but your home office setup must also include:

• A second monitor (so that you can have multiple windows open with different software and resources all available at the same time);
• Fast and reliable internet

Working Conditions: Please note that this role is not compatible with being the caregiver for young children or dependent adults during your scheduled shift - your focus must be entirely on your patients and your patient interactions must be private.

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