Medical Assistant (MA)

About the role

This position provides leadership and supervises Patient and Practice Service Center (PPSC) staff to ensure efficient, fiscally responsible and customer-responsive center operations; provides leadership in establishing and achieving operational goals. Supervises and develops service center staff in order to maintain outstanding service and a high level of employee morale.

Responsibilities

• Supervises day to day operations of PPSC staff and services provided to ensure efficient, fiscally responsible and customer responsive operations.
• 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 call data and phone data reports.
• Participates in process and procedure development.
• Works collaboratively with the service center leadership team to improve PPSC services, additional services and achieve PPSC goals.
• Works 1:1 with PPSC team members to ensure quality of work.
• Manages all internal and external complaints, manages compliance log, compiles data to provide monthly reports.
• Ensures efficient and effective scheduling for the PPSC Representatives and maintains Time & Attendance program; coordinates timekeeping and time-off requests; and maintains appropriate staffing at all times.
• Fills in as PPSC Representative, when needed.
• Evaluates the performance of PPSC Representatives, recommends merit increases, promotions and disciplinary actions in accordance with IHA service and human resource guidelines.
• Maintains teamwork environment and a high level of employee morale.
• Oversees tasks that optimize workflow; provides suggestions to continually improve processes and the customer experience.
• Manages more complex patient calls or insurance issues.
• Attends required internal and external meetings, performs other administrative support tasks, and assists in the development and oversight of the office budget.
• Performs other duties as assigned.

Qualifications

• Education: Bachelor’s degree or an equivalent combination of education and professional experience.
• Credentials/Licenses: None
• Experience: Minimum of 3 years’ previous experience as a PPSC Representative; experience in a supervisory capacity strongly preferred.

Skills

• Ability to effectively supervise and manage functional area within the PPSC, providing feedback and guidance to staff.
• Demonstrated ability to administer a comprehensive training program for new and existing PPSC staff.
• Knowledge of billing and managed care department services and organizational policies related to position responsibilities.
• Knowledgeable in medical terminology related to position responsibilities.
• Ability to perform mathematical calculations needed during the course of performing basic job duties.
• Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, Mitel Connect, EPIC, email, e-learning, intranet, Microsoft Word and Excel, and computer navigation.
• Ability to use other software as required while performing the essential functions of the job.
• Excellent communication skills in both written and verbal forms, including proper phone etiquette.
• Ability to speak before groups of people.
• Ability to work collaboratively in a team-oriented environment; courteous and friendly demeanor.
• Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, providers, patients, family members, insurance carriers, vendors, external customers and community groups.
• Ability to cross-train in other areas of department in order to achieve smooth flow of all operations.
• Good organizational and time management skills to effectively juggle multiple priorities and time constraints.
• Ability to exercise sound judgement and problem-solving skills, specifically as it relates to resolving patient call issues.
• Ability to handle patient and organizational information in a confidential manner.
• Knowledge of the compliance aspects of clinical care and patient privacy and best practices in medical office department operations.

Organizational Expectations

• Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the IHA CARES mission and core values statement.
• Must be able to work effectively as a member of the PPSC team.
• Successfully completes IHA’s “The Customer” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.
• Maintains knowledge of and complies with IHA standards, policies and procedures, including IHA’s Employee Handbook.
• Maintains complete knowledge of office services and in the use of all relevant office equipment, computer, and manual systems.
• Maintains strict patient and employee confidentiality in compliance with IHA 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.