Medical Care Coordinator (Medical Assistant)

Optima Dermatology•Portsmouth, NH

8d•Hybrid

About The Position

Optima Dermatology is recruiting a part time Medical Assistant to join our Patient Care Team, based in Portsmouth, NH, as a remote/hybrid Medical Care Coordinator. Seeking candidates for our employment hubs in the following states: Ohio, New Hampshire, Florida, North Carolina, Indiana, Maine. A remote Medical Care Coordinator on the Patient Services team is responsible for providing world-class customer service to all callers, Optima Dermatology patients and community members. The Medical Care Coordinator will support patient/caller needs and internal providers and practices within their scope of practice. Their general work will include answering incoming calls, attending to voicemails, as well as internal back of office calls and voicemails from our practices. They will listen to and respond to patients utilizing technology and approved materials. They will also relay the provider’s instructions, schedule patients for our practices, communicate with the providers and patients, while adhering to established policies and procedures, maintaining confidentiality, and complying with HIPAA standards. Additional responsibilities may include serving as an internal service support, assisting with provider schedule adjustments and other administrative needs of our practices. This role reports directly to the Patient Services Team Lead.

Requirements

High School Diploma/GED required. Some college preferred
Certified, Registered, or licensed Medical Assistant with a combination of education and experience
Maintains Medical Assistant Certification with required CEUs
2 years’ experience in a medical office practice required
Must have excellent time management skills and ability to adjust priorities
A minimum of two years’ customer service/ patient support experience and genuine interest in people required
Must have strong computer skills, proficient In Microsoft Office programs

Nice To Haves

Experience with ModMed (EMA) or similar EMR preferred
Knowledge of sales/sales experience preferred
Prior dermatology/ medical aesthetics experience preferred

Responsibilities

Answer all back office incoming calls and voicemails for practices as needed
Understand our provider preferences, scheduling instructions, and complete registration and scheduling in accordance with established procedures. Confirm, cancel, and reschedule appointments. Assist patients with instructions to complete forms, register for portal access, and set appointment expectations
Understand marketing efforts promotions and campaigns, support these efforts through patient interactions, resulting in achievement of expected appointment conversions
Review pathology and lab results with patients per provider’s instructions
Schedules office appointments and surgical procedure appointments as necessary, and urgent visits as appropriate
Phone prescriptions and refills to pharmacy according per provider’s instructions, including initiation and management of prior authorizations as directed
Knowledgeable of all products and procedures in our practices and demonstrates competency in providing an overview to patients
Follow up with patients’ post-visit for future visit scheduling
Provide patient instructions verbally or in writing when necessary for post care per provider Instructions
Demonstrate effective call handling, including deescalating patients. Appropriately identifies and escalates priority situations including patients experiencing adverse reactions
Consistently operate within and is measured on ability to build rapport, actively listen, follow up and manage patient correspondence, internal and external communication, service and support, critical thinking, planning, and problem solving
Consistently achieve the expected goals including but not limited to completion of assigned daily activities, schedule adherence, availability, appointment conversions, product knowledge, quality, and compliance
Work as a collaborative team member within a distributed organization demonstrated by communicating effectively with leaders, providers, practice staff and co-workers. Participate in team/staff meetings and maintain a positive attitude
Demonstrate in-depth knowledge of all departments at Optima
Follow all HIPAA guidelines and complies with annual training and understands and operates within the associated scope of practice of a Medical Assistant as outlined by company and state applicable guidelines
Demonstrate our values in interactions, empathy, and sensitivity towards patient/family rights
Comply with departmental standards regarding training, professional development, communication, management of workload, and safety/emergency situations
Ability to attain basic competencies in operation of computer software including scheduling programs, electronic health records, and computerized telephone system
Demonstrate strong interpersonal skills, excellent written and verbal communication, and adhere to documentation expectations
Maintain compliance with attendance and punctuality requirements and policies outlined in the employee handbook
Other duties as assigned