Medical Assistant Patient Service - CommonSpirit Health

From primary to specialty care as well as walk-in and virtual services CHI Health Clinic delivers more options and better access so you can spend time on what matters: being healthy. We offer more than 20 specialties and 100 convenient locations; with some clinics offering extended hours.

CHI Health has an immediate need to add a Medical Assistant - Patient Service Rep to our Call Center located at our Service Center in Omaha, NE! 

Schedule: Monday-Friday 8a-5p

**This position will be working remote AFTER 3-6 months of inperson training! MUST live in the Omaha / Council Bluffs area for inperson training and inperson meetings as needed! 

CHI Health strives to care for you the way you care for your patients. 

We understand you have personal responsibilities outside of your profession and also care about your well-being. 

With you in mind, we offer the following benefits to support your work/life balance:

• Health/Dental/Vision Insurance 
• Direct Primary Plan (No copay, no deductible, and access to CHI Health provider 24/7)
• Voluntary Protection: Group Accident, Critical Illness, and Identity Theft 
• Employee Assistance Program (EAP) for you and your family
• Paid Time Off (PTO) 
• Tuition Assistance for career growth and development
• Matching 401(k) and 457(b) Retirement Programs
• Adoption Assistance
• Wellness Programs
  
• Flexible spending accounts

CHI Health, now part of CommonSpirit Health formed between Catholic Health Initiatives (CHI) and Dignity Health, includes 150+ clinics delivering quality care to patients across Nebraska and southeast Iowa. Our full-service network provides a variety of Primary Care & Priority Care Services, including Family, Internal, Geriatric, and Pediatric Medicine, in addition to several specialties to deliver custom care based on the unique needs of our patients.

Job Summary / Purpose

Excellent care, delivered with compassion, for all in need. Working with CHI Health provides employees with the opportunity to positively affect the health and well-being of entire communities. By uniting "Healing and Humankindness" we work together with our physicians and healthcare experts to provide the best care experience to our patients and the communities we serve. 

The Patient Services Medical Assistant Representative position is the first point of phone customer service contact for our patients, physicians, other clinic staff, internal and external laboratory and imaging staff, hospital staff, patient family members, and vendors. As a Patient Service Medical Assistant Representative, your role is to provide prompt, accurate, and courteous interactions including communicating lab and test results to patients per established SOP. This position may  interact with all callers through a variety of communication channels including voice, chat, online portal, email and text.

The Patient Services Medical Assistant Representative may also perform a variety of other duties including but not limited to collecting and updating demographics and insurance information, verification of health plan eligibility, taking complete and accurate messages, and scheduling mutually acceptable appointment times utilizing an electronic appointment management system, electronic health record, and contact center system. In addition, may assist with referrals and authorizations. As the first point of patient contact your role is to provide effective patient experiences with an emphasis on first contact resolution in a culture of "yes".

The Patient Services Medical Assistant Representative may assist with patient calls from multiple locations and specialties,and hours may vary as needed.

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.

Minimum Qualifications:

• Graduate of medical assisting program 
• High school diploma or equivalent
• 2 years experience in a patient focused clinical environment