Medical Administrative Assistant - On-Site - Tempe, AZ

Summary:

The Medical Administrative Associate (MAA) is an integral member of the multi-disciplinary team who functions under the direction and supervision of a registered nurse and/or licensed physician.  The position provides professional, courteous, and friendly assistance to our customers. The MAA serves as a resource for internal and external customers by utilizing a number of resources such as established Cigna policies; protocols and guidelines to ensure delivery of quality care within the guidelines of Cigna Medical Group Standard Operating Procedures, Policies, and Procedures.  Contributes to the organization’s drive to achieve “Triple Aim”: improved individual customer experience, improved health and quality of care, and reduced cost of care.

Responsibilities and Essential Functions:

Greet and check in patients at the health care centers. Verify coverage and eligibility, and complete appropriate paperwork.  Requests co-payment from patient in a polite manner.  If patient expresses disagreement with co-payment request, lets patient know you will follow-up and proceed with check-in process. Answer telephone in compliance with departmental procedures and quality metrics.  Ascertains nature of call and routes appropriately and ensures the call is responded to promptly.  To consistently maintain quality of patient care, obtains detailed information in messages and documents in the E.H.R. Schedules appointments accurately and politely verifies benefit coverage.  Meets patient needs by asking questions to determine the best scheduling solution.  If necessary, speaks with clinician to ensure timely access. Reconciliation of cash transactions at the end of each shift, including processing and batching of charge tickets and preparation of bank deposits. Maintain necessary supplies for MAA activities, banking supplies, etc in a fiscally responsible manner. Performs technical duties according to departmental standards, policies, and procedures. Demonstrates a positive customer service approach in all internal and external customer experiences. Improves the customer experience through the demonstration of Service and Courtesy Behaviors and focus on Patient Satisfaction.

Complexity and Scope:

Under minimal supervision, coordinates appointments, handles multiple phone calls, charge enter exams, and reschedule/confirm appointments. May handle cash, coordinate, schedule and follow up on phases of a surgery procedure and/or specialty referral appointments. Provides exceptional customer service and maintains patient confidentiality. The MAA demonstrates skill in use of computers, possesses strong verbal and written communication skills, and behavior is professional at all times.

Interacts with all levels of staff in a variety of departments; physicians, patients, families as well as external contacts, such as employees of other healthcare institutions community providers and agencies concerning the healthcare of the patient.  Interacts with other healthcare providers in numerous settings in order to report and ask for or clarify information.

Incumbents work in a fast paced, sometimes stressful environment with a strong focus on customer service.

Minimum Qualifications:

• Medical terminology preferred.

• One year customer service and PC skills required.

• One year customer service in health care, cash handling, typing, scheduling application experience preferred.

• Ability to convey information to customers in a warm, clear, concise manner.

• Demonstrates positive customer service behaviors.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status