Call Center Medical Assistant

Long Island Select Healthcare Inc.•Hauppauge, NY

About The Position

To support patients and the clinical team by managing phone calls, medication refill requests and coordinating medication prior authorizations. This role serves as a clinical liaison between patients, pharmacies, providers, and insurance companies to ensure timely access to prescribed medications while maintaining compliance with regulatory and organizational standards. The Call Center Medical Assistant provides administrative and clinical support within scope by documenting patient-reported information, reinforcing provider-directed care instructions, and ensuring timely communication and follow-up. This role promotes patient satisfaction, continuity of care, and efficient workflow while maintaining compliance with organizational and regulatory standards.

Requirements

HIGH SCHOOL DIPLOMA OR GENERAL EDUCATION DEGREE (GED); OR ONE TO THREE MONTHS RELATED EXPERIENCE AND/OR TRAINING; OR EQUIVALENT COMBINATION OF EDUCATION AND EXPERIENCE.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
basic to intermediate knowledge of Microsoft Office software (Outlook, Excel, Word), as well as Practice Management and Electronic Medical Record software.

Nice To Haves

AAMA (AMERICAN ASSOCIATION OF MEDICAL ASSISTANTS) CERTIFICATION PREFERRED.

Responsibilities

Receive incoming calls related to medication refill requests
Review patient records for completeness and route refill requests to providers for review and approval
Prepare and process refill requests in accordance with established workflows and provider direction
Communicate with pharmacies and providers to clarify or resolve refill-related issues
Provide patients with general information regarding refill processes and timelines
Initiate, submit, and track medication prior authorizations with insurance payers
Collect and document required information to support authorization requests
Communicate authorization status to patients, providers, and pharmacies
Follow up on pending or denied authorizations and escalate to appropriate staff as needed
Receive incoming patient calls and accurately document patient-reported symptoms, concerns, and requests
Route patient concerns to appropriate clinical staff (RN, provider) for review and follow-up
Reinforce provider-directed instructions and care plans as appropriate
Provide clear, professional, and empathetic communication to patients via phone and electronic messaging
Collaborate with physicians, nurses, medical assistants, and administrative staff to support patient care coordination
Address patient concerns related to medication access and insurance requirements
Ensure adherence to HIPAA, organizational policies, and applicable regulations
Accurately document all interactions, actions, and outcomes in the electronic health record (EHR)
Meet established productivity, quality, and customer service benchmarks
Demonstrate effective time management, organization, and attention to detail
Maintain clear, accurate, and timely documentation
Communicate effectively and work collaboratively within a team environment