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.
• Ensures 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.
• 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.