Medical Assistant Patient Services Rep

Dignity Health Medical Group•Rancho Cordova, CA

4d•$26 - $29

About The Position

As our Medical Assistant Patient Service Representative, you will help patients efficiently access healthcare services so they can receive timely and comprehensive care. Every day you will manage a high volume of patient interactions. You will be expected to schedule and register appointments, process cancellations, answer and screen incoming calls professionally, and process all communication requests (phone, fax, email, and other channels) with an emphasis on efficiency and accuracy. You will also utilize phone scripts, clinical decision trees, and scheduling criteria to determine appropriate appointment types and urgency, update patients on referral/authorization status, send accurate communication to physicians, and document clinically relevant findings in patient records. Furthermore, you will provide laboratory and radiology results when within policy guidelines, resolve patient issues with a primary focus on first-call resolution, de-escalate concerns, articulate clear responses, facilitate issue resolution by referring matters to appropriate staff, escalate complex issues to supervisors, and support team members with their escalation concerns. To be successful in this role, you must possess exceptional ability to comprehend and communicate clearly and effectively (verbally and in writing) with staff, patients, and customers, exceptional patient/customer service skills including effective and efficient problem-solving and analytical skills, the ability to perform essential job functions with a high degree of independence, flexibility, and creative problem-solving, and the ability to provide ongoing support for other team members in utilizing communication tools and documenting interactions.

Requirements

High School Graduate or High School GED
Satisfactory completion of a formal Medical Assistant program pursuant to the Division of Allied Health Professions or military training that is equivalent to an accredited Medical Assistant program (determination by Dignity Health Medical Foundation H.R. department in conjunction with the State Division of Allied Health Professions.)
Minimum of 6 months experience scheduling patient appointments, either in-person or via phone.
Experience with computer systems, including office windows based programs and web based applications.
Exceptional ability to comprehend and communicate clearly and effectively (verbally and in writing) with staff, patients, and customers.
Exceptional patient/customer service skills including effective and efficient problem-solving and analytical skills.
Ability to perform essential job functions with a high degree of independence, flexibility, and creative problem-solving.
Ability to provide ongoing support for other team members in utilizing communication tools and documenting interactions.

Nice To Haves

Certified Medical Assistant AAMA

Responsibilities

Manage a high volume of patient interactions.
Schedule and register appointments.
Process cancellations.
Answer and screen incoming calls professionally.
Process all communication requests (phone, fax, email, and other channels) with an emphasis on efficiency and accuracy.
Utilize phone scripts, clinical decision trees, and scheduling criteria to determine appropriate appointment types and urgency.
Update patients on referral/authorization status.
Send accurate communication to physicians.
Document clinically relevant findings in patient records.
Provide laboratory and radiology results when within policy guidelines.
Resolve patient issues with a primary focus on first-call resolution.
De-escalate concerns and articulate clear responses.
Facilitate issue resolution by referring matters to appropriate staff.
Escalate complex issues to supervisors.
Support team members with their escalation concerns.