Virtual Medical Assistant Lead

3 weeks ago

Phoenix, United States HonorHealth Full time

Overview:
Looking to be part of something more meaningful? At HonorHealth, you’ll be part of a team, creating a multi-dimensional care experience for our patients. You’ll have opportunities to make a difference. From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact.

Join us. Let’s go beyond expectations and transform healthcare together.

This role is an integral part of the Virtual Medical Assistant team, within the Customer Navigation Center. The position is based at the Network Support Services Center, 2500 West Utopia Road, Phoenix, AZ 85027.

The Lead MA will work in office/on-site as needed to help coach/train the Virtual MA staff. The schedule will require working the later, closing shift on a regular basis (9am-5:30pm Mon-Fri).

Qualifications: Education

High School Diploma or GED Required

Medical Assisting Diploma/Certificate - Graduation certificate from an accredited Medical Assistant training program. Required

Experience

2 years experience in a medical office setting including experience gathering medical history, medication refills, test result communication, patient education. Required

1 year Training and/or leadership experience Required

Licenses and Certifications

Basic Life Support (BLS) Required

Medical Assisting Diploma/Certificate or passed exam - Medical Assisting Diploma/Certificate or passed exam Completion of an approved training program OR completion of an unapproved training program and successfully passes the medical assistant examination administered by a certifying organization accredited by either the National Commission for Certifying Agencies or the American National Standards Institute as described by the Arizona Administrative Code (Chapter 16 - Arizona Medical Board - R4-16-401 and R4-16-101) Required

Responsibilities**:Job Summary**
Monitors, orients and trains virtual medical assistant staff in department processes and procedures which include: serving as a liaison between providers, facilities, pharmacies, insurance plans, support staff, patients, and others; receiving, triaging, and responding to inbound requests via multiple channels including, but not limited to, phone calls and electronic messages; under the direction of a provider, assisting with virtual care activities such as gathering/documenting medical history, medication refills, test result communication, patient education, etc; assisting with provider schedule maintenance, preparing patients and charts for telehealth encounters, outpatient registration, appointment scheduling, referrals to a specialist, patient portal administration, and authorization of services, equipment, and medications. Supervises the Virtual Medical Assistant (VMA) monthly schedule, identifies VMA staffing needs and makes necessary contacts to meet clinical needs. Reports operational issues or barriers to care to management. May offer support for office software system and computerized health record system for staff as required. Serves as a backup for virtual medical assistants as needed. Reports to Manager of Operations for administrative duties and to a licensed provider for clinical and patient care responsibilities. Demonstrates the knowledge and skills needed to provide appropriate care in accordance with organizational policies, government regulations, and best practices. Identifies and meets the needs of all customers while performing in a manner consistent with the organization's core values of innovation, collaboration, accountability, respect, and empathy.
- Monitors virtual medical assistants to ensure adherence to standard processes and procedures. Promptly reports operational issues or barriers to care to management.
- Serves as a trainer and mentor for virtual medical assistant staff. Orients virtual medical assistant staff in department processes and procedures.
- Receives, triages, and responds to inbound requests from providers, facilities, pharmacies, insurance plans, support staff, patients, and others via multiple channels including, but not limited to, inbound calls and electronic messages regarding patient care.
- Follows up on inbound requests with outbound communication to providers, facilities, pharmacies, insurance plans, support staff, patients, and others via multiple channels including, but not limited to, outbound calls and electronic messages regarding patient care.
- Under the direction of a provider, assists with virtual care activities such as gathering/documenting medical history, medication refills, test result communication, patient education, etc.
- Assists with provider schedule maintenance, preparing patients and charts for telehealth encounters, outpatient registration, appointment scheduling, referrals to a specialist, patient portal administration, and authorization of services, equipment, and medications.
- Performs other duties as assigned.

Facility: Support Services Department: Customer Navigat

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