Behavioral Health Triage Medical Assistant

About Primary Health Solutions

We meet people where they are and partner with them on their journey towards wellness.

Our Vision

• The destination for servant leaders to provide comprehensive and exceptional care.

Our Values

• R – Respect
• I – Innovation
• S – Stewardship
• E – Excellence

Medical Assistant Summary

The triage medical assistant works with the triage nurses, as the first level of support for patients calling into PHS. This team triages phone calls and assists patients with any clinical support including medication refills, provider questions or messages, appointment scheduling and any other triage functions.

A Day in the Life

This job description reflects management's assignment of essential functions. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

• Customer Care:
• Provides excellent customer service to callers on a multi-line telephone system.
• Must be able to communicate effectively with providers, patients, and the public.
• Must be able to work as a team with other members of the call center and the employees within the health center.
• Answers the phone, takes messages, and routes them to the appropriate area in a timely manner.
• Applies basic active listening and behavior modification principles in goal discussions with patients.
• Clinical:
• Manage the day-to-day workflow for medication refills following a standing order.
• Supports the patient through the assistance of various drug programs.
• Schedules appointments as needed.
• Facilitates coordination of care following hospital, ER utilization or follow-up from specialty providers.
• Advises patients regarding payment options to include assistance programs, slide and commercial insurance eligibility.
• Serves as a liaison to pharmacies (Ex. In regard to new and refill prescriptions and follows up with patients as needed).
• Assists with patient/population communications such as calls or letters to remind of needed preventive or chronic care steps.

Core Competencies

• Customer Service: Committed to increasing customer satisfaction, sets proper customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met.
• Communication: Understand and communicate effectively with others using a variety of contexts and formats, which include writing, speaking, reading, listening and interpersonal skills.
• Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.
• Quality: Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.
• Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.

Success Requirements

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education/Experience: High School diploma or equivalent and graduation from an accredited program for Medical Assistants. MA Registration or Certification preferred.
• Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Computer Skills: To perform this job successfully, an individual should have the ability to gain knowledge of current practice management system, electronic medical record, Microsoft Word, text paging, Internet, and Intranet.
• Certificates, Licenses, Registrations: CPR certification required. Certified or Registered Medical Assistant preferred.
• Other Applicable Requirements: Ability to speak Spanish desirable. Knowledge of examination, diagnostic, and treatment room procedures. Knowledge of medical equipment and instruments to administer patient care. Skill in taking vital signs. Skill in maintaining records and recording test results. Skill with geriatric patients and patients in lower socio-economic sectors of the community.

Physical Demands

While performing the duties of this Job, the employee are occasionally exposed to fumes or airborne particles; toxic or caustic chemicals and risk of radiation. The noise level in the work environment is usually moderate.

Affirmative Action/EEO Statement

It is the policy of Primary Health Solutions to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.