Medical Assistant-Call Center Representative

3 weeks ago

Commerce, United States JWCH Institute Full time
Important Notice: This position requires on-site presence at the Commerce Corporate Office and is not a remote role.

Position Description:

The Medical Assistant (Pediatric)- Call Center Representative is under the direct supervision of the Call Center Supervisor/ Designee. The Medical Assistant (Pediatric) – Call Center will assist individuals who call the call center to schedule a Pediatric appointment and provides exceptional customer service to patients and clients of JWCH, Wesley Health Centers. The Medical Assistant will serve as the first point of contact for individuals seeking information, scheduling appointments and accessing services. In addition, assists patients with inquiries, resolves concerns, and ensures a positive experience throughout the interaction. The position further requires strong communication skills, empathy and a commitment to delivering high-quality care to all callers. The Medical Assistant will further be responsible for assessing the patient’s chart and determining if they are due immunizations and/or physicals, and schedule them accordingly.

Principal Responsibilities
  1. Handle incoming calls from patients and clients seeking information, appointments, or assistance with healthcare services in a efficient and professional manner.
  2. Provide accurate and detailed information regarding clinic services, appointments, billing inquiries, and general inquiries.
  3. Schedule appointments for patients based on their needs, availability, and provider preferences.
  4. Verify patient information, insurance coverage, and eligibility for services during the scheduling process.
  5. Assist patients with navigating the clinic’s online patient portal for appointment scheduling, prescription refills, and accessing medical records.
  6. Address patient concerns, complaints, issues in a professional an empathetic manner, escalating complex issues to appropriate staff members, as needed.
  7. Collaborate with clinic staff, including providers, nurses and administrative personnel, to coordinate patient care and ensure seamless communication.
  8. Maintain accurate and up-to-date patient records and documentation in agency’s electronic health record (EHR) system.
  9. Adhere to all privacy and confidentiality regulations, ensuring the security of the patient information at all times.
  10. Participate in ongoing training and professional development activities to enhance skills and knowledge related to call center operations and healthcare services.
  11. Performs other reasonably related duties as assigned by supervisor.
  12. Verifies eligibility via the state Medi-Cal, and Health Plan portals.
  13. Knowledge of Pediatric immunizations and timing schedule.
  14. Ability to communicate clearly and provide patient education as needed.
  15. Can keep record of Pediatric outreach attempts.
Requirements:
  1. High School Diploma or GED
  2. Graduation from an accredited Medical Assistant school with a current MA certificate
  3. Verification of appropriate hours in approved Medical Assistant course to perform venipuncture
  4. Current BLS certificate from the American Heart Association
  5. Two years’ experience as a Pediatric Medical Assistant in an ambulatory clinic preferred
  6. Excellent communication skills, both verbal and written, with the ability to convey complex information clearly and effectively
  7. Strong interpersonal skills and ability to interact professionally and compassionately with patients from diverse backgrounds.
  8. Proficiency in using computer systems, electronic health records (EHR), and other software applications.
  9. Ability to multitask, prioritize workload, and manage time efficiently in a fast-paced environment.
  10. Knowledge of medical terminology , healthcare insurance, and appointment scheduling process is desirable.
  11. Commitment to providing high-quality customer service and promoting a positive patient experience.
  12. Experience with window-based computer program.
  13. Ability to relate and communicate well with a diverse patient population
  14. Types at least 40 wpm.
  15. Bilingual (Spanish/English), bicultural required.
Physical Demands and Working Conditions
  1. Extensive sitting
  2. Extensive typing on the keyboard
  3. Constant interactions on the phone
  4. Occasional lifting and carrying items weighing up to 35 pounds
  5. Requires manual dexterity and eye-hand coordination
  6. Requires corrected vision and hearing within normal range
  7. Requires working under stressful conditions.

*All JWCH, Wesley Health Centers workforce members are recommended to be fully vaccinated and boosted against COVID-19.

Employee Benefits:

JWCH Institute, Inc., offers competitive salaries for all positions. Employees working 30 hours per week or more are provided a monthly allowance which can be used towards medical, dental, and vision premiums. The agency offers sick leave, vacation time, 13 paid holidays, 401(k) Safe Harbor Profit Sharing plan, mileage reimbursement, short term and long term disability plans, life insurance policies, employee parking and more

JWCH Institute, Inc. + Wesley Health Centers is an Equal Opportunity Employer.

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