Remote Triage Team - CMA

Harris Computer•Washington, DC

1d•Remote

About The Position

Join our mission to help transform healthcare delivery from reactive, episodic care to proactively managed patient care that prevents life-changing problems before they happen for patients with two or more chronic conditions. We believe every patient with chronic disease deserves consistent check-ins, follow-up, and support. The position of the Remote Triage Team Member will be to provide telephonic support to the enrolled care management patients through basic triage and care coordination efforts. Remote Triage Team will also assist with pre-authorizations and insurance verifications. When performing telephone triage, the medical assistant should listen attentively, gather relevant information, assess the situation, provide appropriate advice, and document the call accurately as described here: Listen Carefully and Gather Information: The medical assistant must actively listen to the patient's concerns and questions, asking clarifying questions to fully understand the situation. Assess the Urgency: Determine the severity of the patient's condition and whether it requires immediate medical attention or can be addressed with advice or a scheduled appointment. Provide Appropriate Advice: Offer guidance and instructions based on the assessment, ensuring the patient understands the recommendations and next steps. Document Thoroughly: Record all details of the call, including the patient's symptoms, concerns, advice given, and any follow-up actions in the patient's medical record. Maintain Professional Communication: Use clear and concise language, avoid medical jargon, and be empathetic and patient-centered in your interactions. Follow Established Protocols: Adhere to the practice's policies and procedures for telephone triage to ensure consistent and effective care. Refer to Appropriate Provider When Necessary: If the situation requires specialized care, direct the patient to the appropriate healthcare provider or care manager. Esrun Health, a division of Harris Computer, is on a mission to redefine remote care. Our program offers a customized model of remote care services that blends Chronic Care Management (CCM), Remote Therapeutic Monitoring (RTM), Remote Physiologic Monitoring (RPM), Behavioral Health Integration (BHI), and/or Transitional Care Management (TCM) for each client based on their specific practice needs. As a Harris healthcare business, we are able to maintain a people-focused, small company experience with the financial security of a large organization. Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia. Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams! Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We empower our employees to make a difference We have an award winning culture We offer opportunity to learn We are financially strong and we are owned by the largest software company in Canada (CSI) We have fun! Follow us on social media to learn more about our company values, culture and initiatives! Harris is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at (1)-613-226-5511 or at [email protected] This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. Our commitment to fair and equitable hiring. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.

Requirements

Certified Medical Assistants with a minimum of two (2) years clinical experience - preferably in pain management
Hands-on experience with Electronic Medical Records
Understanding of Windows desktop and applications (Microsoft Office 365, Teams, Excel, etc.)
HIPAA compliant area in home to conduct Care Management duties.
Ability to exercise initiative, judgment, organization, time-management, problem-solving, and decision-making skills.
Skilled in using various computer programs and ability to quickly learn new platforms independently with video training.
High Speed Internet (Minimum - Download 18mbsp/Upload 6mbsp)
Desktop or Laptop computer (Has to be operation system of Windows or Mac) NO Chromebooks, iPads or tablets
Excellent verbal, written and listening skills are a must.
MUST be able to complete orientation immediately and be actively working the position within TWO WEEKS of hire date.

Nice To Haves

Quickly recognize condition-related warning signs
Prior Pain Management experience
Prior Telephonic Triage experience
Prior Pre-Authorization and Insurance Verification experience
Organized, thorough documentation skills
Self-directed.
Ability to prioritize responsibilities.
Demonstrated time management skills
Clear diction.
Applies exemplary phone etiquette to every call
Committed to excellence in patient care and customer service
Ability to troubleshoot minor technological issues related to remote working environment

Responsibilities

Abide by the plan of care and orders of the practice.
Provide appropriate care coordination to address the patient needs/concerns.
Develops a positive interaction with patients on behalf of our practices.
Understand health care goals associated with both pain and chronic disease management provided by the practice and who to direct the patient to in order to appropriately address needs/concerns.
Attend regularly scheduled meetings (i.e., Monthly All Hands Meeting, monthly 1:1 with supervisor, etc.).
Provide telephonic support to the enrolled care management patients through basic triage and care coordination efforts.
Assist with pre-authorizations and insurance verifications.
Actively listen to the patient's concerns and questions, asking clarifying questions to fully understand the situation.
Assess the urgency of the patient's condition and whether it requires immediate medical attention or can be addressed with advice or a scheduled appointment.
Offer guidance and instructions based on the assessment, ensuring the patient understands the recommendations and next steps.
Record all details of the call, including the patient's symptoms, concerns, advice given, and any follow-up actions in the patient's medical record.
Use clear and concise language, avoid medical jargon, and be empathetic and patient-centered in your interactions.
Adhere to the practice's policies and procedures for telephone triage to ensure consistent and effective care.
Direct the patient to the appropriate healthcare provider or care manager if the situation requires specialized care.

Benefits

100% remote position with the flexibility of working from anywhere in the US
Streamline designed technology for your Chronic Care operations
Established and secure company since 1976, providing critical software solutions for many verticals in countries ranging from North America, Europe, Asia, and Australia.
Core Values that unite and guide us
Autonomous and Flexible Work Environments
Opportunities to learn and grow
Community Involvement and Social Responsibility
Comprehensive benefit package
Other additional “Perks”!
We empower our employees to make a difference
We have an award winning culture
We offer opportunity to learn
We are financially strong and we are owned by the largest software company in Canada (CSI)
We have fun!