Medical Assistant-Triage

Category I – A position with occupational exposure to blood borne pathogens.

Job Relationships

Reports to Director of Clinical Services. Regular interaction with Providers. Works cooperatively with Providers and staff (Patient Care as well as other departments).

Physical Activities and Requirements

• Full range of body motion, manual and finger dexterity, and eye-hand coordination.
• Frequent mobility and/or sitting required for extended periods of time.
• Some bending, lifting, and stooping required.
• Normal color perception and corrected visual acuity.
• Involvement with management of information concerning physician, staff, hospital personnel, and patients.
• Occasional high stress work may require dealing with less than professional behavior in interaction.

Responsibilities

• Triage patient calls to appropriate processer.
• Act as liaison between the physician and the patient.
• Assume the role of patient advocate.
• Remain a flexible, cooperative, and supportive member of the office staff.

Duties

General

• Keeps all patient information, practice information, and staff information strictly confidential.
• Performs routine work under general supervision.
• Follows established procedures, referring all new or unusual questions/concerns to Director of Clinical Services.
• Acts as patient advocate, ensuring a setting that protects the rights of the patient and provides an atmosphere that does not compromise the patient’s physical or mental wellbeing, safety, or dignity.
• Demonstrates knowledge of Policies and Procedures.
• Attends all required staff meetings.

Specific

• Deal compassionately, professionally, and courteously with patients, their families, physicians, and fellow staff.
• Handle incoming patient calls concerning medical concerns and symptoms for providers and PA’s. Notify provider of medical problem(s) either by documenting in EMR or by phone depending on urgency, then relay provider’s instructions back to the patient.
• Identify emergency situations and effectively triage problems.
• Clear prescription refills with providers and submit renewals via electronic submission or phone when necessary to Pharmacies.
• Attend to patient medication prior authorizations, accumulate necessary documentation, and forward info to patient pharmacy services; notify patient of pharmacy decision on medication.
• Instruct patients on questions about procedures, procedure preps, order diagnostic tests, and assure patient has appropriate instructions (paper documentation, diagnostic order requests, etc.).
• Under supervision of providers, give abnormal diagnostic results, pathologies, and labs to patients not returning soon for follow-up visit.
• Consistently show ability to recognize and deal with priorities.
• Maintain accurate documentation of all phone conversations in patient’s EMR records and have signed off by provider.
• Communicate relevant information to provider, Director of Clinical Services, patient care staff, and all staff to maintain continuity of patient care.
• Demonstrate good judgment and reasoning when investigating and problem-solving.
• Demonstrate ability to tactfully handle difficult situations.
• Coordinate patient referrals requested to local and tertiary specialists.

This job description is not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job; it is intended to reflect principal job elements essential for recruitment, selection, fair job evaluations, and performance standards.

Requirements

• Medical Assistant with Certification or Associates Degree.
• Excellent phone etiquette and communication skills.
• Strong people skills.
• Ability to deal tactfully and effectively with patients, their families, other employees, and physicians.