Medical Assistant, Triage

Tennessee Oncology•Chattanooga, TN

5d•Hybrid

About The Position

The Triage MA monitors and returns calls/communications related to Tennessee Oncology (TN ONC) patients consulting with RN/LPN/APP/MD when appropriate. The Triage MA must recognize physical, psychological, and spiritual aspects of care. While supporting all triage processes, the Triage MA works within their scope of practice as defined by TN ONC policies and procedures. Addresses patient calls, portal messages, tasks and emails concerning a wide range of patient care topics in a timely manner. Asks appropriate questions utilizing TN ONC approved algorithms/pathways. Documents recommended/actual interventions Recognizes changes in the patient's status and need for care Responds to emergency situations/calls and coordinates care/EMS response as necessary Collaborates with physicians via electronic communication, face to face, or by telephone to discuss patient care needs that cannot be appropriately addressed using standing orders or practice protocols. Utilizes triage care plans/pathways/algorithms for patient care in assigned clinics ensuring quality of service and adherence to standardized procedures/protocols, quality improvement objectives, safety, environmental, and infection control standards Provides clear education to patients and caregivers including verifying understanding of instructions/plan Counsels patients, family, and/or caregiver about side effects of medication within MA scope, applicable referrals, as well as available community resources Notifies patients of normal and or stable lab/test results after MD/APP/RN review Encourages patient compliance with supportive and treatment regimens Promotes patient self-care responsibility for meeting their own health needs Identifies & accommodates patient disabilities & limitations. Accesses resources for interpretive services and/or other needed accommodations Adapts personal communication style to meet the needs of the patient and/or other customers in diverse personal, professional, cultural, and socio-economic backgrounds Assists with prior authorization for prescription refills if needed Coordinates triage efforts with Front Office, Nursing, Patient Advocates/Financial Counselors, Pharmacy and/or other departments to ensure effective/efficient communication to meet patient needs Performs charting and updating of records in the EMR as expected Knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process Participates in and initiates performance improvement activities as requested Participates in own professional development by maintaining required competencies, identifying learning needs and seeking appropriate assistance or educational offerings Performs other related duties/assignments as requested

Requirements

Graduate of an approved MA program
2-years of relevant experience in oncology and/or telephone triage
Strong verbal and written communication skills
Ability to establish and maintain effective working relationships
Ability to maintain emotional stability to cope with human suffering, emergencies, and other stresses
Ability to seek out resources independently and work collaboratively
Ability to collaborate, set priorities, and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations
Ability to multitask efficiently
Ability to communicate clearly with patients, families, visitors, healthcare team, physicians, administrators, leadership and others
Excellent telephone etiquette
Intermediate to advanced computer skills
Ability to navigate multiple computer programs and patient/hospital portals simultaneously
AHA/ARC BLS certification required within 90 days of hire if employee works greater than 80% of shifts on-site/in-clinic. BLS certification is optional for teams working primarily remote.

Nice To Haves

Knowledge of oncology/hematology diseases, treatments, and side effects/reactions of related therapy methods preferred
Outpatient Ambulatory experience preferred
MA certification strongly preferred

Responsibilities

Monitors and returns calls/communications related to Tennessee Oncology (TN ONC) patients consulting with RN/LPN/APP/MD when appropriate.
Recognizes physical, psychological, and spiritual aspects of care.
Works within their scope of practice as defined by TN ONC policies and procedures.
Addresses patient calls, portal messages, tasks and emails concerning a wide range of patient care topics in a timely manner.
Asks appropriate questions utilizing TN ONC approved algorithms/pathways.
Documents recommended/actual interventions.
Recognizes changes in the patient's status and need for care.
Responds to emergency situations/calls and coordinates care/EMS response as necessary.
Collaborates with physicians via electronic communication, face to face, or by telephone to discuss patient care needs that cannot be appropriately addressed using standing orders or practice protocols.
Utilizes triage care plans/pathways/algorithms for patient care in assigned clinics ensuring quality of service and adherence to standardized procedures/protocols, quality improvement objectives, safety, environmental, and infection control standards.
Provides clear education to patients and caregivers including verifying understanding of instructions/plan.
Counsels patients, family, and/or caregiver about side effects of medication within MA scope, applicable referrals, as well as available community resources.
Notifies patients of normal and or stable lab/test results after MD/APP/RN review.
Encourages patient compliance with supportive and treatment regimens.
Promotes patient self-care responsibility for meeting their own health needs.
Identifies & accommodates patient disabilities & limitations.
Accesses resources for interpretive services and/or other needed accommodations.
Adapts personal communication style to meet the needs of the patient and/or other customers in diverse personal, professional, cultural, and socio-economic backgrounds.
Assists with prior authorization for prescription refills if needed.
Coordinates triage efforts with Front Office, Nursing, Patient Advocates/Financial Counselors, Pharmacy and/or other departments to ensure effective/efficient communication to meet patient needs.
Performs charting and updating of records in the EMR as expected.
Knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.
Participates in and initiates performance improvement activities as requested.
Participates in own professional development by maintaining required competencies, identifying learning needs and seeking appropriate assistance or educational offerings.
Performs other related duties/assignments as requested.