Patient Support Representative

Affinia Healthcare; St. Louis (MO); On-site; USD 36,000 - 48,000; Full time

Job summary

Affinia Healthcare in Missouri seeks a Certified Medical Assistant to join a centralized call center. You will place, receive, and route a high volume of calls, relay messages to staff, and correctly schedule patient appointments with providers as needed.

Transportation and interpretation services coordination is included, along with EMR documentation. Requirements include CMA certification and 1 year in a clinical setting, with preferred experience in a call center or patient services role.

Qualifications

• Graduate of a certified Medical Assistant program.
• One year experience in a physician practice or clinic preferred.
• One year experience in a customer service or call center environment.
• Strong organizational and communication skills.
• Proficient with word processing, email and electronic medical records software.
• Knowledge of health care field and medical office protocols.

Responsibilities

• Receive and route calls per department protocols.
• Assess call acuity and schedule next-day or same-day appointments.
• Document messages in the electronic medical record.
• Coordinate transportation and interpreter requests with appointments.
• Maintain master telephone directory and update as needed.
• Perform other duties as assigned.

Skills

Organizational skills

Verbal communication

Written communication

Telephone skills

EHR proficiency

Education

Certified Medical Assistant program

Tools

Word processing

Email

EMR software

Job description

Position Summary:

Perform duties required in a call center of a multi-location Federally Qualified Health Center. Utilize Medical Assistant skills to place, receive and route a high volume of calls through an electronic switchboard, relay messages to health center staff and correctly schedule patient appointments with providers as appropriate. Includes scheduling transportation and interpretation services in addition to documentation in the electronic medical record system.

Education:

Graduate of a Certified Medical Assistant Program.

Experience:

One (1) year experience in a physician practice or clinic setting is preferred. One (1) year experience in a customer service or call center environment.

Skills and Abilities

• Strong organizational skills.
• Excellent verbal and written communication skills.
• Excellent telephone skills with the ability to communicate clearly and project a pleasant and professional demeanor.
• Proficient computer skills including the use of word processing, e-mail and electronic medical records software.
• Knowledge of the health care field and medical office protocols and procedures.

Transportation Requirement:

None

License(s)/Certification(s) Required:

Certificate from Medical Assistant Training program.

Essential Functions

FUNCTIONS OF THE JOB

• Receive and understand department protocols required to route calls from established patients that include but are not limited to; requests for medication refills, requests for internal laboratory results, requests for procedure results performed at external organizations, requests for internal appointments, requests related to external referral appointments, requests for advice related to an acute dental or medical health issue, requests for financial assistance, requests for paperwork completed by PCPs, requests to speak to someone concerning a complaint or concern, requests for medical records and/or requests to speak directly to a PCP or nurse.
• Ability to determine the acuity of the caller's request and route in the appropriate manner per department protocol and/or determine necessity of next day or same day appointment.
• Ability to craft, via the EHR, a complete and concise message from callers whose request is directed to the clinical staffs in the health centers.
• Receive and understand department protocols required to route calls appropriately from external providers and health care organizations.
• Excellent knowledge of the organization's departments and departmental functions to transfer calls appropriately.
• Maintain master telephone directory.
• Make appointments and reschedules appointments as needed.
• Coordinate and schedule transportation and interpreter requests with health center appointments.
• Troubleshoot schedules and correct as needed.
• Perform other duties as assigned.

Supervises:

None

NOTE: SMOKING IS PROHIBITED IN THE WORK ENVIRONMENT

NOTE: ALL APPLICANTS MUST PROVIDE CONTACT INFORMATION FOR THREE REFERENCES

AN EQUAL OPPORTUNITY

SERVICES PROVIDED ON A NON-DISCRIMINATORY BASIS