Medical Assistant-Telephone Triage

Description

At Nevada Heart and Vascular (NHVC) the Medical Assistant (MA) - Telephone Triage , under the direction of the Nurse Manager, Medical Assistant Supervisor, and clinic physicians is primarily tasked with answering and triaging incoming calls to the correct department as needed. The Telephone Triage MA will also assist patients regarding health concerns, medications, address voicemail messages, update the patient’s electronic medical record, and answer questions within their scope of practice. 

Requirements

MINIMUM QUALIFICATIONS:
 

Education and Experience:

· High school diploma or GED.

· Current BLS CPR certification from the American Heart Association. 

· General computer skills with working knowledge of word processing, spreadsheet, and email applications.

· Detail-oriented with good analytical and organizational skills.

· Ability to multitask and handle a high volume of incoming calls timely and accurately. 

· Outstanding interpersonal and customer service skills.

· Excellent oral and written communication skills to effectively communicate with patients, staff, outside members of the patient’s healthcare team, physicians, and all levels of management. 

· Minimum of one year experience as a Medical Assistant.

· Preferred qualifications, but not required:

o Completion of a Medical Assistant certification program by an accredited program. 

o Previous experience in cardiology.

JOB KNOWLEDGE:

• Maintain professional etiquette and interpersonal skills, including effective and appropriate communication with all staff, patients, physicians, and outside members of the patient’s healthcare team.
• Display excellent time management and organizational skills, and the ability to prioritize tasks.
• Ensure punctuality for work hours, lunch breaks, and meetings. 
• Ability to defer to more senior staff, and/or correctly escalate challenges up the chain of command. 
• Possess technological skills, such as using word processing, spreadsheets, and other programs as needed.
• Locate, review and critically interpret/analyze data.
• Work independently in a fast-paced environment demonstrating initiative and a desire to be successful.  
• Support patient dignity, privacy, and confidentiality.
• Uphold a collaborative approach to teamwork, and desire to be a team-player.
• Understand, participate in, and utilize Continuous Quality Improvement (CQI) projects. 

ESSENTIAL DUTIES:

• Must follow all policy, procedures, and other directives from Administration to include but not limited to:
  • OSHA Safety Manual
  • Corporate Compliance Manual
  • HIPAA Compliance Manual
  • Employee Handbook
  • Departmental policy and procedures
• Must be able to arrive to work on time. 
• Schedule and/or modify patient appointments. 
• Return phone calls, voicemail messages, and emails, within 24 of receiving. 
• Ensure proper notes are added and patient’s chart is accurately reviewed, analyzed and updated. 
• Verifying patient identity using two unique identifiers.
• Meet and exceed short and long- term goals as established for the department.
• Attend staff and other meetings and training courses as needed. 
• Follow physician direction to aid patients with medical emergencies received via telephone communication. 
• Respond quickly to patient needs/requests and be able to triage based on seriousness. 
• Communicate with other departments to ensure patients receive timely quality care.
• Check emails throughout the day and respond to fax messages promptly.

PHYSICAL REQUIREMENTS:

• The Medical Assistant - Telephone Triage is required to have visual and auditory acuity necessary for communications with other employees, physicians, patients, and outside members of the patient’s healthcare team to meet the business needs of NHVC.  
• The Medical Assistant - Telephone Triage must be able to see written documentation and be able to speak and hear for communication with  employees, physicians, patients, and outside members of the patient’s healthcare team.  
• Ability to use a wide array of office equipment including, but not  limited to a PC, copier, fax, and multi-line telephone. 
• Occasional lifting of heavy or awkward items, walking, bending and stretching in a clinical office setting.