Responsible for identifying the nature and urgency of the patient’s healthcare needs and determining appropriate disposition. Assess the patient’s needs, prioritizes the needs and makes a referral for the appropriate level of care. Performs a variety of duties in accordance with federal, state and local regulations along with established priorities and procedures of the practice.
Job Tasks:
Takes incoming telephone calls from patients and gives them medical advice according to predetermined protocols. Answers questions from patients on varying topics related to their healthcare.
Determines urgency of seeing the patient based on brief assessment. Makes decisions about patients needing to be seen immediately, same day or next day.
Instructs patients about medications and special diets as instructed by the medical provider.
Processes patient’s requests for prescription refills that are received by phone and through the patient portal.
Conducts pre-authorizations for medications when needed.
Schedules patients who will be seen in the office only for shots.
Provides back-up assistance for scanning, and requests for shot records.
Meets position requirements and performs essential functions.
Completes all mandatory training as required.
Performs other duties as assigned.
Quality and Customer Satisfaction:
Demonstrates commitment to superior customer experiences with a service oriented attitude.
Collaborates with others to coordinate care, resolve concerns, and address the needs of patients, family members, physicians and employees.
Considers patient and employee safety. Takes initiative to identify and eliminate risks.
Respects and considers patient rights to privacy and complies with all HIPAA guidelines for maintaining confidentiality.
Interpersonal Skills:
Communicates professionally and appropriately at all times.
Builds strong working relationships with co-workers and other staff while recognizing individual talents and perspectives.
Identifies, analyzes and solves problems.
Accountability and Productivity:
Accepts responsibility for decisions and actions.
Utilizes appropriate resources to effectively and successfully execute responsibilities.
Adheres to regulatory and company policies and procedures.
Requirements:
QUALIFICATIONS
- Must be an RN
- Experience in a pediatric medical practice preferred.
- Working knowledge of computer applications; prior experience with electronic medical records preferred.
- Ability to speak, read and write effectively.
- Ability to work independently without direct supervision.
- Ability to coordinate, analyze, observe, make decisions, and meet deadlines, in a detail-oriented manner.
- Listening skills that provide ability to not only hear what the patient is saying but to interpret subtle indications as tone of voice, hesitations or incomplete responses.
- Ability to make sound clinical decisions developed through a minimum of 1 year of experience as a medical assistant in a pediatric setting.
MACHINES AND EQUIPMENT USED
- General office equipment such as telephone, copy machine, fax machine, scanner, personal computer.
WORKING CONDITIONS
- Indoor, temperature controlled, smoke free environment.
- Exposure or potential exposure to blood and bodily fluids may be required.
- May at times work under stressful situations.
- Handicapped accessible.
Physical requirements
- Good visual acuity and ability to verbally communicate.
- Ability to lift, lower, push, pull, and retrieve objects weighing a minimum of 25 pounds.
DIRECT REPORTS – None