Hybrid Medical Assistant/Patient Access Specialist na RiverStone Health

Working title: Medical Assistant/Patient Access Specialist

Classification title: Medical Assistant

Division: Community Health Center

Program: School Based Health Center; Medicine Crow and Orchard

Reports to: Community Partners Program Manager

FLSA status: Non-Exempt: Full-time

Schedule: Monday-Friday; 8am-5pm

Wage Range: $20.32 to $25.35 hourly; depending on number of years of transferrable and internal equity

Overview: 

Serving the Yellowstone County community and south-central Montana for nearly 50 years, RiverStone Health is an essential provider of personal and public health services. Health, Education, Leadership and Protection – HELP is what we do. 

From medical, dental and behavioral healthcare; home care and hospice; public health services like immunizations, WIC, health promotion and restaurant inspections; and educating the next generation of health professionals, our expertise spans all ages and stages of life.  Underlying principles of access, affordability, compassion and quality in all interactions, RiverStone Health improves life, health and safety for all of the communities we serve.

 Job Summary:

This position is responsible for providing excellent customer service to RiverStone Health School based Clinic clients over the phone and in person.  Duties include scheduling appointments, collecting and entering patient information into the electronic health record (EHR), taking payments, answering questions and referring clients to appropriate resources and people.  The work environment is typically fast paced.  Work is performed with integrity and innovation to ensure a high level of customer service delivery.  It includes assisting the clinical care team in rooming patients and preparing the patient for the visit, obtaining and documenting vital signs, and other medical support duties as trained and assigned to support the treatment of the patient.

Essential Functions/Major Duties and Responsibilities:

A.  Patient Access Services                                                               60%

• Compassionate, friendly, and professional customer communications in person, over the phone and in writing.

• Contributes to a positive working environment by demonstrating the RiverStone Health Mission, Vision, and Values.

• Collect, prepare, and enter data accurately into the electronic health record in a timely manner.

• Provide patient services, which may include greeting, registration, making appointments, rescheduling, follow-up, outreach, medical records requests, and escorting patients to applicable service areas.

• Help patients determine any assistance programs for which the patient may qualify and/or directing the patient to Care Management Services for referral to other Riverstone Health services or community support services as needed.

• Proper documentation and verification of patient’s insurance information, requesting copays/payment for services, money handling, answering, and routing calls, scanning patient documents, and preparing correspondence.

• Review and provide information to outside entities ensuring that all confidentiality and HIPAA policies and procedures are followed.

• Excellent internal communication with other RiverStone employees, and providers to ensure efficiencies and quality customer service.

• Willingness and ability to ensure excellent work, support of others and participate in quality improvement processes.

• Prepare and coordinate special projects as needed.

• Resolve problems and concerns and report issues and incidents using RiverStone processes.

• Keep public facing areas clean and tidy.

• Attend staff and educational meetings.

• Represent RiverStone Health in meetings, trainings or public events when needed.

B.   Medical Assistant Services                                                           35%

• Take patient vital signs (including height, weight, blood pressure, pulse, respiration, etc.)

• Complete rooming process per defined policy to prepare the patient for their medical appointment.

• Document patient’s medical, family, surgical, and hospitalization history as advised by the medical provider.

• Complete screenings with patients as defined by reason for the medical visit and by the medical provider (PHQ-2, PHQ-9, GAD-7, SBIRT).

• Maintains patient charts, including preparing all necessary documentation for appointments, signing, dating, and verifying completed documentation for accuracy.

• Collects necessary medical information from the patient and enters it into the computer system.

• Responsible to respect and maintain privacy, dignity, and confidentiality of patients at all times.

• Chart preparation for scheduled provider visits including walk in patients as requested by the care team. Include the review of the medical record to obtain relevant records and documents needed in advance of the patient appointment.

• Print out immunization history from ImMTrax.

• Accessing outside facilities for additional medical records.

• Communicating pre-visit needs with the patients and clinical care team.

• Review the Clinical Decision Support System (CDSS) and review for compliance.

• Outreach to patients regarding care needed and testing follow-up.

• Maintains supply inventory in exam rooms. Ensures supplies are in stock and order supplies as needed.

• Set up sterile instrument trays for medical provider for use in procedures as necessary.

• Assist provider with medical procedures as required for patient care (chaperone pelvic exam, assist with sterile skin procedure, etc.).

• Cleans room as appropriate after examination and in between patient care.

• Obtain, process, and complete CLIA waived testing.

• Various assignments may include lab coverage or x-ray coverage (if x-ray certified).

• Recognizes that managing patient care is a team effort that involves clinical and non-clinical staff (e.g. physicians, nurse practitioners, physician assistants, nurses, medical assistants, educators, front desk staff, schedulers, etc.) interacting together to achieve the patient’s stated objectives.

• Will provide coverage on an as needed basis to other satellite clinics as requested by your supervisor.

• Prepares and coordinates special projects under the direction of your supervisor.

• Complete outreach to patients as a member of the patient care team.

• Professional and courteous telephone and welcoming etiquette is displayed and performed at all times.

• Schedule appointments and make referral appointments when necessary.

• Assist patients with medical records requests.

• Responsible to perform a wide variety of tasks under the pressure of continuous interruption.

• Coordinates communications to supervisor, co-workers, and patients as needed or directed.

• Thorough knowledge of the administrative policies and procedures of the agency.

• Thorough knowledge of modern office procedures, practices, and equipment.

Non-Essential Functions/Other duties as assigned                            ≥5%

• Perform other duties as assigned in support of RiverStone Health’s mission and goals.

Education and Experience:  

Minimum Qualifications

• High School diploma or equivalent

• Medical Assistant certification or

• 1 year of clinical experience

• Any combination of experience and training which provide the equivalent scope of knowledge, skills, and abilities necessary to perform the work.

Preferred Qualifications:

• One or more years of medical office and/or electronic health record experience

• Phlebotomy experience

• Medical terminology training or experience

• Experience working with an underserved population

• Experience working in a customer service environment

Certificates, Licenses, Registrations:

• Valid Montana Driver’s License in good standing.

• Certification by the American Heart Association (AHA) for Basic Life Support (BLS)

Knowledge, Skills, and Abilities:

• Computer literacy, including Excel, Outlook, and Word.

• Knowledge of modern office procedures, practices, and equipment.

• Ability to maintain a calm and positive demeanor during difficult client interactions.

• Ability to display non-judgmental and empathetic listening skills.

• High degree of detail-oriented skill level.

• Knowledge and understanding of protected sensitive patient health information (HIPAA) and confidentiality.

• Ability to work collaboratively and maintain a positive work environment.

• Ability to meet deadlines.

Customer Service Excellence:

• Doing things right the first time

• Making people feel welcome

• Showing respect for each customer

• Anticipating customer needs and concerns

• Keeping customers informed

• Helping and going the extra mile

• Responding quickly

• Protecting privacy and confidentiality

• Demonstrating proper telephone etiquette

• Taking responsibility for handling complaints

• Being professional

• Taking ownership of your attitude toward Service Excellence.

Supervision:

• None

Physical Demands and Working Conditions: 

• Work is mainly performed in a clinic setting.

• Work in outreach settings including outdoors and at community events.

• Standing, bending, sitting, lifting required.

• May be required to travel to different clinic locations 1-2 times per month. Expected to drive a vehicle which requires sitting, seeing and reading signs, traffic signals, other vehicles, etc. Travel occurs in all weather conditions, including extreme heat and cold.

• Required to wear N95 mask.

• Work is mainly performed on a computer up to 8 hours per day.

• Create and maintain a safe/secure working environment by adhering to safety, security, and health

• Integrates injury, illness, and loss prevention into job activities by attending any necessary training and implementing best practices.

Freedom to Act & Decision Making:

• Work is structured by public health regulations and established medical practices. Decisions directly affect the quality of services provided to the public.

Communications & Networking:

• Work directly with other team members to provide quality customer service for patients.

Budget & Resource Management:

Not applicable