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Call Center Medical Assistant

Company: Partners Healthcare System
Location: Lawrence
Posted on: September 11, 2020

Job Description:

General Summary/Overview: The medical assistant is a member of the Call Center Team, responsible for using clinical knowledge and judgment to assess and act on patient care issues.Essential Functions:* Work closely with Call Center Representatives for clinical questions that may arise.* Answer and triage calls forwarded by the Call Center Representatives, addressing more acute to serious medical conditions as defined by Red, Yellow, Green protocol.* Assist patients with concern and empathy.* Interact with clinicians and staff across the practice to communicate and work cooperatively regarding patient care and coordination.* Work collaboratively with the patient's clinician or covering clinician to determine acuity of care, plan of care for serious clinical issues.* Responsible for timely, efficient and accurate triage response and documentation in the electronic medical record.* Monitor and assist with prescription refills and messages coming in through the Patient Gateway for each site following a weekly rotation.* Monitor volumes and generate reports based on each site.* Assist with development of telephone triage guidelines as needed.* Other duties as assigned.Education:* Graduation from an accredited Medical Assistant training program is required.* Certification as a Medical Assistant through American Association of Medical Assistants(AAMA), or another national accredited certifying body is requiredExperience:* 3 years experience in a community based medical practice required* Previous direct patient care experience* Minimum of 3 years experience with telephone assessment* Bilingual preferred* Experience with Epic preferred* Experience with Excel, Word and Outlook requiredKnowledge/Skills/Abilities:* Excellent customer service skills* Excellent verbal and written communication skill* Ability to communicate with others effectively in a concise manner, in order to bring issues effectively to a resolution* Ability to relate positively with patient* Ability to evaluate clinical situations and escalate issues appropriately* Excellent problem solving skillsPhysical Demands: Requires full range of body motion manual and finger dexterity and eye-hand coordination. Requires sitting for extensive periods of time. Occasionally lifts and carries items weighing up to 25 pounds. Requires corrected vision and hearing to normal range. Requires working under stressful conditions. Requires exposure to communicable diseases or bodily fluids.Environmental Working Conditions: Frequent exposure to communicable diseases, toxic substances, medicinal preparations and other conditions common to an office environment. Occasional evening or weekend work.

Keywords: Partners Healthcare System, Lawrence , Call Center Medical Assistant, Healthcare , Lawrence, Massachusetts

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