Patient Access Medical Assistant I

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Day - 08 Hour (United States of America)

This is a Stanford Health Care - University Healthcare Alliance job.

A Brief Overview
Under general supervision, the MA handles a high volume of inbound calls, outbound calls, faxes, and other communication with patients, providers, clinic staff, and others needing to access health care services at one or multiple SMP departments/clinics. The MA staff within the multiple SMP contact centers is responsible for providing an excellent patient and customer experience by efficiently coordinating services and accurately answering or properly referring inquiries.

Distinguished Characteristics:

PAMA I – Entry-level position with minimal experience; learns to use medical terminology and concepts to resolve problems of limited scope and complexity; under general supervision and performs a variety of clerical duties to assist practitioners and other members of the health care team.

Locations
Stanford Health Care - University Healthcare Alliance

What you will do

• Patient Registration:
• Registers patients, schedules appointments, and updates patient registration.
• Resolves any system red flags as they are encountered.
• Identifies accepted insurance plans and those requiring referrals, obtains and updates insurance information if necessary.
• Communication and Contact Center Procedures:
• Assists patients with general questions.
• Responds to a high-volume of incoming and outgoing telephone calls and faxed referrals to coordinate care.
• Facilitates communication between the patient and the physician or clinic, responding to questions as needed.
• Delivers basic knowledge regarding clinic-specific processes.
• Accurately documents and routes calls to the proper department(s).
• Meets all regulatory and compliance standards.
• Delivers consistent high-level of customer service by using CI-Care principles.
• Follows documented protocols and guidelines, while utilizing reference documents and online knowledgebase tools.
• Meets and exceeds departmental quality assurance standards.
• Electronic Health Record Documentation:
• Accesses EHR to communicate to clinical staff and/or providers through telephone encounters.
• Manages EHR in-baskets, pools, and process telephone encounters.
• Responds to My Health messages, process refills, and pend referrals.
• All other duties as assigned including department-specific functions and responsibilities:
• Performs other duties as assigned and participates in organization projects as assigned.
• Adheres to safety, P4P’s (if applicable), HIPAA and compliance policies.

Education Qualifications

• High school graduate or equivalent.
• Medical Assistant Diploma from an approved school/institution or equivalent documented training.

Experience Qualifications

• 1 year of patient care experience in a medical office.
• 1 year of call center, and/or patient access experience preferred.

Required Knowledge, Skills and Abilities

• Strong verbal/written communication and listening skills; including excellent interpersonal skills and telephone communication.
• Legible handwriting.
• Ability to maintain composure during challenging interpersonal interactions.
• Basic math skills.
• Basic computer skills to include keyboarding, mouse movement and data entry skills to enter information into practice management system and EHR.
• Ability to effectively organize and prioritize tasks in order to complete assignments within the time allotted and maintain standard workflow.
• Ability to work with others in a flexible, cooperative manner.

Licenses and Certifications

• None

Physical Demands and Work Conditions

Physical Demands

• Constant Sitting.
• Frequent Walking.
• Occasional Standing.
• Occasional Bending.
• Occasional Squatting.
• Occasional Climbing.
• Occasional Kneeling.
• Seldom Crawling.
• Constant Hand Use.
• Constant Repetitive Motion Hand Use.
• Frequent Grasping.
• Occasional Fine Manipulation.
• Frequent Pushing and Pulling.
• Occasional Reaching (above shoulder level).
• Frequent Twisting and Turning (Neck and Waist).
• Constant Visio