Medical Assistant Call Center Smart

UnitedHealth Group•Las Vegas, NV

14d•$16 - $29•Onsite

About The Position

The Call Center MA under the direction of the department lead or Supervisor, works cooperatively with all members of the team. Provides quality patient care utilizing customer services skills, excellent telephone/communication etiquette and clinical skills to assist patients with their medical requests/concerns. You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Requirements

High school graduate or GED
Completion of a Medical Assistant program, or relevant experience
Current CPR and / or BLS certification or ability to obtain certification within 30 days of hire
Computer skills, window-based applications, organization skills and ability to multi-task
Proven ability to demonstrate knowledge of job functions
Proven excellent phone etiquette, communication skills (Verbal and written) and customer service skills
Proven ability to respond appropriately to patient questions regarding tests, treatments and can performs complex Medical assistant tasks with in the clinical scope of SMA clinical assistant
Access to reliable transportation

Nice To Haves

Handles an average of 65 calls per day - 300 per week
Core measures addressed 90-100%25 of the time
Minimum of 10%25 of calls result in task sent to clinic “one and done”
Complete a minimum of 60 tasks per week

Responsibilities

Compliance with customer service standards
Assist patients with medication reviews, medication refills, lab results and lab orders per SMA protocol
Follow standard SMA protocols, processes and policies to include by not limited to the following: Medication refill, Lab orders, Preventative Services and Disease/Condition Case Management
Reviews patient’s chart (in EMR) to ensure Core measures are being addressed and met per SMA protocol
Documents all calls and actions taken according to department protocol (6 R’s - Right MRN, Right Patient, Right Provider, Right Location, Right reason and Right appointment)
Ability to direct written messages (tasks) to the clinic staff to resolve patient issue prior to Primary Care appointment
Compliance requirements such as CPR certification, lab license, U-Lean courses as assigned and annual competencies
Other duties as assigned