Medical Assistant-Triage

US Digestive Health•Altoona, PA

About The Position

The Medical Assistant-Triage handles patient calls about medical concerns and symptoms, triages issues to the appropriate process, and serves as a liaison and advocate for patients. The role works with providers, physician assistants, patients, families, and practice staff to support continuity of care. It involves documenting calls in the electronic medical record (EMR), communicating relevant information to providers, and following provider instructions when responding to patients. The position performs routine work under general supervision, follows established procedures, refers new or unusual concerns to the Director of Clinical Services, protects confidential information, and adheres to practice policies and procedures. The role is classified as Category I, involving occupational exposure to bloodborne pathogens. Physical demands include a full range of body motion, manual and finger dexterity, eye-hand coordination, frequent mobility and/or extended sitting, and some bending, lifting, and stooping. Occasional high-stress situations may involve handling unprofessional behavior.

Requirements

Medical Assistant certification or an associate degree.
Excellent phone etiquette and communication skills.
Strong people skills.
Ability to deal tactfully and effectively with patients and their families, other employees, and physicians.
Manual and finger dexterity, eye-hand coordination, and normal color perception with corrected visual acuity.
Ability to perform frequent mobility and/or sit for extended periods, with some bending, lifting, and stooping.

Responsibilities

Triage patient calls to the appropriate process.
Act as a liaison between physicians and patients and serve as a patient advocate.
Maintain confidentiality of patient, practice, and staff information.
Follow established procedures and refer new or unusual questions or concerns to the Director of Clinical Services.
Attend required staff meetings and demonstrate knowledge of policies and procedures.
Handle incoming patient calls about medical concerns and symptoms, notify providers of problems, and communicate provider instructions to patients.
Recognize emergency situations and effectively triage problems.
Coordinate prescription refills with providers and submit renewals to pharmacies electronically or by phone when necessary.
Handle medication prior authorizations, gather necessary documentation, forward information to patient pharmacy services, and notify patients of pharmacy decisions.
Instruct patients about procedures and preparation, order diagnostic tests, and ensure patients receive appropriate instructions and documentation.
Under provider supervision, communicate abnormal diagnostic results, pathology, and laboratory results to patients who are not returning soon for a follow-up visit.
Recognize and manage priorities.
Accurately document phone conversations in patient EMR records and obtain provider sign-off.
Communicate relevant information to providers, the Director of Clinical Services, patient care staff, and other staff to support continuity of care.
Use good judgment and reasoning to investigate and solve problems and tactfully handle difficult situations.
Coordinate patient referrals to local and tertiary specialists.
Remain a flexible, cooperative, and supportive member of the office staff.