Job Summary:The Medical Assistant is responsible for providing superior customer service for members who contact the health care team for a variety of non-urgent requests to include the processing of forms, letters, laboratory and/or radiology results, referrals, and other administrative requests. Using approved guidelines, the Medical Assistant meets the needs of Kaiser Permanente members within one telephone call (e.g., first call resolution.) The Medical Assistant will identify telephone calls which are medically urgent, or which require medical advice, and transfer those calls to the appropriate functional area. The Medical Assistant is also responsible for clear and appropriate documentation of all phone calls and will document the actions taken to complete members requests. The Medical Assistant coordinates with all members of the healthcare team, including physicians and nurses, as well as a variety of other clinical and administrative departments to resolve members requests in an accurate and timely manner.Essential Responsibilities:
Receives and responds to telephone calls from members involving medical and administrative requests, including referrals, forms, letters, test results, and facilitation of next steps with physicians, nurses, other departments, and outside providers.
Documents all calls and requests from members in the appropriate system, including the electronic medical record (EMR). Prepares and processes customer requests which require further review or approval within the electronic medical record for completion by the appropriate health care providers.
Follows up on telephonic and electronic messages regarding member requests, including follow-up instructions left by providers in the members electronic health record, within scope of practice.
Monitors electronic messaging related to patient and provider requests and inquires within scope of practice and as delegated by LPN/RN. Manages the messages and responds in a timely and effective manner to resolve patient requests and concerns.
Directs messages and transfers calls if determined to be outside of scope of practice to LPN/RN for management and resolution.
Basic Qualifications:Experience
Minimum three (3) years of experience in a back-office ambulatory setting.
Experience with an EMR.
Education
Completion of a Medical Assistant training program of at least six (6) months in duration. Certificate of program completion required at hire.
High School Diploma or General Education Development (GED) required.
License, Certification, Registration
Medical Assistant Certificate from American Association of Medical Assistants OR American Medical Technologists Registered Medical Assistant Certificate OR Medical Assistant Certificate
Additional Requirements:
Knowledge of medical terminology.
Excellent customer service and communication skills.
Ability to work in a fast-paced environment.
Ability to manage multiple priorities.
Preferred Qualifications:
Experience with GRITS system preferred.
Notes:
Remote Worker
COMPANY: KAISERTITLE: Virtual Care Medical AssistantLOCATION: Atlanta, GeorgiaREQNUMBER: 1277963External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.