Medical Assistant (MA)

Essential Job Functions

• Works in partnership with assigned Division Leadership toward development of long-term and short-term service performance goals, growth opportunities and ensuring positive financial performance of the PPSC.
• In conjunction with the Program Manager, acts as a liaison between the PPSC Referral team and assigned division practices and other leadership teams.
• Supervises day-to-day operations of PPSC referral staff and services provided to ensure efficient, fiscally responsible and customer responsive operations.
• Maintains teamwork environment and a high level of employee morale.
• Works with the Program Manager and Division Leadership with developing goals and objectives for the team.
• Ensures that all staff are adequately trained to effectively perform their required responsibilities and provided with an overview of the PPSC performance goals and objectives through regular communications.
• Provides team members additional training, if needed.
• Effectively organizes training materials for new employees.
• Performs quality reviews on staff work and recorded telephone calls.
• Manages PPSC referral call data and phone data reports.
• Aids the Program Manager in the development and maintenance of the PPSC Referral Scorecard to show performance for all referral staff.
• Works 1:1 with PPSC leadership and team members to ensure quality of work.
• Maintains efficient and effective scheduling for the PPSC Referral Coordinator team and maintains Time & Attendance program.
• Fills in as a referral coordinator, when needed.

Communications Responsibilities

• Works respectfully and cooperatively with management staff, patients and vendors; handles escalated patient and staff issues, as needed.
• Manages all internal and external complaints, manages compliance log and compiles data to provide monthly reports.
• Manages more complex patient calls or insurance issues.
• Provides ongoing communication to staff and leadership regarding pertinent authorization issues.
• Provides ongoing communication to staff and leadership regarding pertinent insurance items, EMR items, workflow changes, and daily communication updates as needed.

Continuous Improvement Responsibilities

• Participates in process and procedure development.
• Works collaboratively with the PPSC leadership team to improve PPSC services, additional services and achieve PPSC goals.
• Oversees tasks that optimize workflow; provides suggestions to continually improve processes and the Customer Experience.
• Oversees that all referral authorizations sent to the team are accurately obtained in a timely manner, as well as, responsible for developing and implementing processes that enhance the efficiency and effectiveness of the referral authorization program.
• Responsible for reviewing, submitting, monitoring and responding to issues regarding referral authorizations for IHA patients.

Other Responsibilities

• Assumes all Referral Coordinator responsibilities, as needed.
• Attends required internal and external meetings, performs other administrative support tasks.
• Performs other duties, as assigned.

Organizational Expectations

• Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of Trinity Health Medical Group.
• Must be able to work effectively as a member of the Referral Coordinator team.
• Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.
• Successfully completes all relevant organizational training and adheres to Trinity Health Medical Group standard of care as outlined in the Trinity Health Code of Conduct.
• Maintains knowledge of and complies with Trinity Health Medical Group standards, policies and procedures.
• Maintains strict confidentiality in compliance with Trinity Health Medical Group and HIPAA guidelines.
• Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities.
• Embraces new ideas and respects cultural differences.
• Uses resources efficiently.