CMA - Call Center (Onsite)

Pinehurst Medical•Pinehurst, NC

6d•Onsite

About The Position

Pinehurst Medical Clinic (PMC) is a healthcare provider in Moore County, Lee County, Cumberland County, Chatham County, and surrounding areas. Locally owned and managed, PMC offers a broad range of primary and specialty care services. The physicians and healthcare team are committed to patient-centered care, physician-led, and utilize the latest advances in medical technology. PMC has been a hallmark of leading-edge medicine and compassion since 1952, with over 130 providers, approximately 750 employees, and 16 locations. The Call Center CMA supports the patient care mission by carrying out medical and administrative tasks within their scope of practice. This role is responsible for managing patient calls for clinical questions or concerns, scheduling patient appointments, and supporting the clinical care team. The Call Center CMA works closely with the care team to efficiently manage patient needs.

Requirements

Certified as a CMA in accordance with the North Carolina statutes.
CPR certified required within the first 90 days.

Nice To Haves

Two years’ experience as a CMA in an outpatient office environment preferred.
Knowledge of medical terminology, medical supplies, equipment, and/or services ordering and inventory control.
Prior experience or knowledge of examinations, diagnostics, and treatment room procedures.
Basic understanding of ICD-10 coding, CPT coding, and medical necessity as related to the ordering of laboratory work or procedures.

Responsibilities

Carries out phone triage for the care of PMC patients under the direction of the physician(s).
Answers incoming calls from patients, reviews patient records, schedules appointments, uses the EMR task function, documents in patients’ records, provides education to patients, acts as liaison for patients-directing calls for referrals, answers questions and provides other information as needed.
Refill prescriptions based on physician practice/policy for refills.
Understands precertification process and may call for pre-certifications especially prior authorizations for medications. Works with patient account representatives and secretary to facilitate referrals and patient care.
Recognizes patient rights and provides for confidentiality of patient information and for dignity through own performance and in relationship with others.
Reviews patient records, assuring they are complete regarding previously ordered studies such as laboratory reports, x-ray reports, electrocardiogram reports, G.I. reports, CT scan reports, bronchoscopy reports, ER visits and physician dictation.
Assures that examining rooms assigned are properly equipped with supplies and assures that all equipment is in working order and orders supplies as needed.
Participates in department staff meetings as required.
Practices safety, environmental, and/or infection control methods. Identifies and/or communicates any safety issues for the clinical equipment, building, follows-up to ensure completion.
Performs other related duties as required by supervisor for the benefits of patient care and department needs.
Manages patient calls for clinical questions or concerns.
Schedules patient appointments.
Supports the clinical care team where needed (ex. escorting patients to exam rooms, measuring vital signs, and documenting information with the electronic medical record).
Understands when to escalate calls to physicians/administration or others.