Lead Administrative Medical Assistant (AMA) - STG International

STG International is currently seeking a Lead Administrative Medical Assistant for Federal Occupational Health Services (FOHS) in Rockville, MD.

Duties and Responsibilities as listed in the contract:

Job Specific Duties and Responsibilities: (customized list of the actual duties performed in support of FOH mission)

Acts as a team leader for the AMA team within the respective MEP designated division. Possess the unique requirement of assessing medical information within a case review and applying and directing to the appropriate medical specialty. Responsible for delegating, assisting, orienting, and conflict resolution within the AMA team. Responsible for cross training to all MEP divisions to act a team member and a team lead in each division. Will actively communicate with all remote and on site physicians with inquiries and basic announcements. Will actively participate in reporting and data collection. Responsible for the timely collection of medical information contained in a MEP case review and applying said information to the defined MEP AMA process/SOP. Responsible for applying case review information to an occupational health database and/or tracking system. Provide quality review of collected medical information for accuracy and completeness. Provide effective communication with customer POC’s regarding the quality of case review information and respond to inquiries related to the processing of a case review. Properly field inquiries to appropriate team members. Provide program and customer specific reports. Enter collected billing hours accurately in appropriate database/tracking system/portal system. Maintain all paper and electronic medical records and medical information in a neat, systematic, and orderly fashion to ensure that each medical record is complete, contained, and in compliance with HIPPA, FOH Medical Records policies, and IT cyber security guidelines. Maintain all work product within designated timeframes. Responsible for reporting all irregularities, trends, or special needs to MEP Program Manager for awareness. Actively participate with all MEP team members and activities.

Clinical

The Joint Commission (TJC) Quality and Safety

•Participates in preparation for TJC accreditation, as requested.
•Ensure case processing timeframes and quality assurance parameters are met.
•Provide all AMA training or delegate as such.
•Complete all required training by specified deadlines.
•Attend all mandatory training, and meetings.
•Demonstrate understanding of the case review process defined in the MEP Procedure Manual.

Service Operations

•Process case review types according to the MEP Manual AMA process
•Review all medical information and submitted case reviews for accuracy and completeness.
•Data entry is accurate with proper spelling, consistent nomenclature, and all required information entered.
•Provide QA ensuring that all data entered is complete and accurate when case closure occurs in database.
•Provide effective, professional communication verbally and electronically with customers and customer POC’s being sure to include professional signature block on all email communications.
•Respond to all communications within 24 hours.
•Field all inquiries and communications appropriately.
•Maintain all medical records according to HIPPA, Program guides, and IT guides.
•Interact and provide clerical and administrative assistance as needed with all RMO’s and PA’s.
•Provide reports and data as requested.
•Have resource documents or trackers available at all times for use.
•Assist the Lead AMA and Program Manager in projects as assigned.
•Assist with orientation of new staff as directed, and participate in orientation of new, added, or improved processes as directed.
•Attend all “Grand Rounds” meetings and program “huddle” meetings.
•Act as a resource for AMA team.
•Communicate effectively with on site and remote physicians.
•Accurately determine medical specialty to make assignment based on medical documentation and service type requests.
•Accurately identifies subject matters to be elevated.
•Delegate task assignments to AMA team members.
•Provides AMA team conflict resolution, and task assistance.
•Cross train to act as AMA team member and AMA team leader for all MEP team divisions.
•Maintains a higher role in reporting, and data collections to include time sensitive data calls.

Administrative (Business/Management)

Procurement

•Review and understand the IAA Customer Agreement and be proficient with the location of MEP IAA trackerand library for reference purposes.
•Advise the Program Manager of customer requests for new, added, or cancelled business.
•Participate as directed, in customer meetings or calls for MEP services.

Cost Recovery

•Demonstrate proficiency with each database, program portal, and tracking system.
•Enter all billing hours in the appropriate database or system and record all ticket numbers where appropriate.
•Review Private Provider Network Tracker and enter billing items when tracker indicates “complete”.
•Demonstrate proficiency in providing “MEP Invoiced” reports to provide billing reconciliation.
•Review and demonstrate understanding of bulk billing.

Staffing and Reporting Relationships

•Be on time to work, work all designated hours, request leave in timely fashion.
•Adhere to telework policy if applicable.
•Exhibit professional and accountable behaviors on site and electronically. Maintain respectful, kind, and courteous interaction with team members and customers.
•Report all changes or disruptions to the Program Manager.

Technology

•Demonstrate proficiency in Word and at least intermediate proficiency in Excel.
•Demonstrate ability to use spell and grammar check, and ability to convert documents as needed.
•Demonstrate proficiency in all program specific databases, electronic health management systems, and trackers.
•Demonstrate proficiency in customer portals as necessary.
• Understand and show proficiency in password protection, encryption, and secure send.
• Understand and use the full capability of the FOH phone system.
• Understand and use the full capability of Web-Ex, and or TEAMS meeting functions.
• Update all available IT upgrades and attend all IT training sessions.
• Complete all mandatory IT training.
• Inform Lead AMA or Program Manager of IT disruptions or equipment failure or needs.
• Have available the IT help desk resource numbers.

Strategy

Customer Service

• Address all customers in a kind, courteous, and professional manner verbally and electronically.
• Respond to customer inquiries and complaints within a 24 hour timeframe. If the inquiry requires elevation, respond to the customer with this information. Report all customer or interagency complaints to the Program manager.
• Keep communications accurate, factual, and courteous.
• Always provide your signature block when responding via email to a customer.
• Answer and return all phone calls from customers.
• Be available and on time for customer calls or meetings.

Metrics

• Provide customer specific reports, or internal reports as assigned by the Program Manager.
• For recurrent assigned reports, ensure autonomy with generating the report according to the recurrence.
• Provide feedback on trends or changes collected from assigned reports to the Program Manager.
• Provide suggestions for process improvements to increase accuracy or optimize production.
• Be cognizant of timelines and adjust accordingly.

• Must be organized and possess attention to detail.
• Must have good command of the English language.
• Must possess excellent oral and written communication skills.
• Must understand and implement appropriate chain of command.
• Must have efficient typing and computer skills to include knowledge of email services, word and PDF documents, at least intermediate Excel skills, and development of charts.
• Must be able to take direction and implement.
• Must be able to articulate problems, discrepancies, or needs.
• Must be autonomous and use provided resources to complete assignments.
• Must be an active participant in team activities and interaction.
• Must exhibit leadership skills
• Must provide training to AMA staff
• Must understand medical specialty categories and assign appropriately
• Must be comfortable with delegation and conflict resolution

• Associates Degree, with 3-5 year experience in administrative work in a health related field preferred.
• Documentation of Leadership Training or 1 year experience in a leadership role or documentation from a manager of leadership skill and potential.

STGi is a workforce solutions company providing comprehensive healthcare delivery, Head Start and management consulting services and human capital solutions help our clients. Our services and solutions help our clients sustain and enhance their operations to better accomplish their mission.

STGi offers a competitive benefits package which includes Medical, Dental, Vision, 401k with company match and a generous PTO policy.

STGi is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.

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