CHI Health has an immediate need to add a Medical Assistant Patient Service Rep (PSR) to our Patient Access team!
This position will be 100% remote. You MUST living within the Omaha Metro / Council Bluffs IA area. Will NOT accept out of state applications.
**CHI Health requires that all our Medical Assistants must be a graduate of a medical assisting program accredited by the Accrediting Bureau of Health Education Schools (ABHES) or Commission on Accreditation of Allied Health Education (CAAHEP)
Essential Key Job Responsibilities
- Communicates results, enters medication requests, documents in the Electronic Health Records within the scope of the MA role and per CHI Health and department protocols.
- Answers, screens, and processes a high volume of incoming calls in a professional manner. Directs patient access to the practice by scheduling and canceling patient appointments for multiple providers.
- Utilizes and adheres to a phone script, clinical decision trees and scheduling criteria following department guidelines. Uses independent knowledge within scope of knowledge and training to determine the type of appointment needed and urgency to schedule the patient to the appropriate provider or route the call to the appropriate resource.
- Update patients of the status of their referral or authorizations.
- Communicates to patients and internal and external ordering physicians' offices, complex exam preparations instructions including, but not limited to, pre-procedure laboratory test requirements and other necessary preparations instructions.
- Sends out accurate and complete communication to physicians or other healthcare providers.
- Determine the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution. Facilitate patient issue-resolution by referring the matter to an issue/content expert. Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert is able to effectively resolve the matter.
- Consistently and positively communicates and collaborates with colleagues, supervisor, and customers (internal and external). Communicates collaboratively in situations involving conflict so the conflict de-escalates and is resolved.
- Schedule and register patient appointments and/or provide information for other requests (e.g., addresses/directions, phone numbers, hours of operations, other departments, such as billing, etc.). Process all phone, fax, email, and other communication channel requests with an emphasis on efficiency and accuracy.
- Follows department workflows and uses tools appropriately to ensure efficiency and accuracy.
