Virtual Medical Assistant - Customer Navigation

HonorHealth•Phoenix, AZ

2d•Remote

About The Position

HonorHealth is seeking a Virtual Medical Assistant to join their Customer Navigation Center-Clinical Resource Team. This role serves as a liaison between providers, facilities, pharmacies, insurance plans, support staff, patients, and others. The Virtual Medical Assistant will receive, triage, and respond to inbound requests via multiple channels, including phone calls and electronic messages. Under the direction of a provider, they will assist with virtual care activities such as gathering/documenting medical history, medication refills, test result communication, and patient education. Additionally, the role involves assisting with provider schedule maintenance, preparing patients and charts for telehealth encounters, outpatient registration, appointment scheduling, referrals to specialists, patient portal administration, and authorization of services, equipment, and medications. The position reports to the Manager of Operations for administrative duties and to a licensed provider for clinical and patient care responsibilities. The ideal candidate will demonstrate the knowledge and skills to provide appropriate care in accordance with organizational policies, government regulations, and best practices, while meeting the needs of all customers with empathy and collaboration.

Requirements

Medical Assisting Diploma/Certificate - Graduation certificate from an accredited Medical Assistant training program.
High School Diploma or GED
1 year experience in a medical office setting.
Basic Life Support (BLS) - Required
Medical Assisting Diploma/Certificate or passed exam - Medical Assisting Diploma/Certificate or passed exam Completion of an approved training program OR completion of an unapproved training program and successfully passes the medical assistant examination administered by a certifying organization accredited by either the National Commission for Certifying Agencies or the American National Standards Institute as described by the Arizona Administrative Code (Chapter 16 – Arizona Medical Board - R4-16-401 and R4-16-101)

Nice To Haves

3 years experience in a medical office setting, including experience gathering medical history, medication refills, test result communication, patient education.
Certified Or Registered Medical Assistant (CMA) Medical Assistant Certification (e.g., CMA, CCMA, RMA)

Responsibilities

Serves as a liaison between providers, facilities, pharmacies, insurance plans, support staff, patients, and others.
Receives, triages, and responds to inbound requests via multiple channels including, but not limited to, phone calls and electronic messages.
Under the direction of a provider, assists with virtual care activities such as gathering/documenting medical history, medication refills, test result communication, patient education, etc.
Assists with provider schedule maintenance, preparing patients and charts for telehealth encounters, outpatient registration, appointment scheduling, referrals to a specialist, patient portal administration, and authorization of services, equipment, and medications.
Reports to Manager of Operations for administrative duties and to a licensed provider for clinical and patient care responsibilities.
Demonstrates the knowledge and skills needed to provide appropriate care in accordance with organizational policies, government regulations, and best practices.
Identifies and meets the needs of all customers while performing in a manner consistent with the organization's core values of innovation, collaboration, accountability, respect, and empathy.
Follows up on inbound requests with outbound communication to providers, facilities, pharmacies, insurance plans, support staff, patients, and others via multiple channels including, but not limited to, outbound calls and electronic messages regarding patient care.
Performs other duties as assigned.