Medical Phone Assistant

Muskegon Family Care • Muskegon, MI

10d • $19 - $24

About The Position

Medical assistants (MAs) providing phone triage in a Patient Centered Medical Home, under the direct supervision of the Patient Care Manager, play a crucial role in supporting patient care, enhancing communication, and ensuring that patients receive the right care at the right time.

Requirements

• High school diploma or GED (Required).
• Registered or Certified through the AAMA or AMT as a Medical Assistant (Required).
• CPR/BLS certification required within 6 months of employment.
• 3 to 5 years of experience working as a medical assistant in a clinic (Required).

Responsibilities

• Receive and answer incoming calls from patients regarding health concerns, symptoms, medication refills, appointment scheduling, and general inquiries.
• Evaluate the urgency of the patient’s situation by assessing symptoms, medical history, and concerns, to determine if the patient requires immediate medical attention, can be managed at home, or needs to be seen in the clinic.
• Provide advice for self-care, medication usage, or minor ailments, ensuring that patients understand the instructions clearly.
• Escalate the situation to the provider for further action, if medical intervention or evaluation is required.
• Remind patients about preventive care and health screenings, such as annual exams, vaccinations, or chronic disease management appointments.
• Document patient interactions, symptoms, advice given, and follow-up plans in the patients’ medical record.
• Ensure that follow-up actions, such as scheduling appointments or obtaining test results, are completed.
• Remind patients of upcoming visits or lab tests.
• Communicate normal test results.
• Track and follow up on unresolved phone triage issues, ensuring that patients are connected to the appropriate healthcare provider when necessary.
• Process medication refill requests, verifying patient details and confirming with the prescribing provider if necessary.
• Ensure patients understand when and how to take their medication.
• Complete prior authorizations for non-formulary medications and ensure follow up.
• Prepare FMLA paperwork, DME orders, work slips, and other letters for obtaining provider signature, route them appropriately, and complete follow up with patients as needed.
• Serve as a liaison between patients and healthcare providers, relaying important information between the two parties.
• Take incoming calls from other healthcare agencies.
• Respond to in-person and telephone requests from providers, patients, and clinical staff.
• All other duties as assigned.

Benefits

• Paid Time Off
• Holiday Pay
• Vendor Discounts
• Tuition Reimbursement up to $1,500 annually
• 401K- safe harbor contribution, we match 100% up to 3% employee contribution: 50% for the next 2% employee contribution
• Student Loan Forgiveness: Working for Muskegon Family Care may allow you to participate in programs that forgive the balance of qualifying student loans.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED