MEDICAL PRACTICE ASSISTANT

JOB PURPOSE:
Under the direction of the MPM, the Medical Practice Assistant assists in complying with the activities of the Medical Practice areas and schedules in-house and external physician/specialist medical appointments for patients, coordinates necessary transportation, handles customer service issues, makes all arrangements for Aide Services/escorts and assist with Discharge planning and performs other office functions as needed.
JOB RESPONSIBILITIES:

• IDT

• Coordinates transportation and handles transportation issues as needed including communication with transportation vendor, participant, and caregiver as appropriate.
• Processes requests for the release of health information.
• Enforces and tracks the out-guide system for medical record requests.
• Schedules provider follow-up appointments.
• Provides assistance in education to participants regarding all PACE services.
• Respond to email messages from vendors, participants, or providers seeking basic information and/or looking for a response from a CenterLight staff.
• Performs Medical Management activities to obtain Prior Authorization for specialized services.
• Documents all calls in internal systems.

• PACE Center

• Report any participant grievances reported by other DHC staff directly to the Grievances and Appeals department, as well as other disciplines involved.

• Participant Care

• Schedule annual, semi-annual PCP, and CBPCP appointments. Maintains logs to insure receipts of all signed MD orders.
• Informs primary care providers (PCP) of all deaths. Assures that the PCP notifies the designated representative and ensures completion of dis enrollment documentation.
• Investigates and assists in documenting and resolving customer issues and grievances in a timely, accurate, and courteous manner. This includes working with the other departments to resolve the source of the problem(s).
• Schedules all specialty consultations, including but not limited to psychiatry, podiatry, lab/home draws, and acupuncture.
• Informs Participants via mail and or phone regarding all future appointments.
• Identifies and partners with other departments to resolve complex participant inquiries.

• Administration

• Retrieves, prints, and processes MD note from MDX Transcribe and any shared drives and schedules appointments as appropriate.
• Completes reports/documentation regarding appointments in the organization's computer systems.
• Assist with the billing and coding process.
• Complete orders and 485s tracking logs and escalation process.
• Answer phone calls, cover the front desk and troubleshoot and provide assistance to participants.
• Ensure all participants' documentation is filed in the medical record chart.
• Responsible for the participant's profile updates in all CenterLight systems.
• Answer all inbound calls that are directed to the PACE site and work diligently to make sure the person is routed to the correct person. Keep a log of all inbound calls and route messages to the appropriate staff for follow-up. Follows up on each call to ensure calls are responded to within the same day.

• Performance Standards

• Performs consistently with the organization's mission and philosophy.
• Performs job responsibilities according to the organization's policies. Seeks clarification when needed.
• Assumes responsibility for assignments given, seeks supervision appropriately, and is accountable for work performance. Meets productivity guidelines.
• Maintains proper documentation (updated, timely, legible) related to patient care, whether paper or electronic.
• Maintains HIPAA standards and confidentiality of PHI.
• Supports staff, student, and volunteer orientation and ongoing in-service education as requested.
• Supports organizational activities by participating in quality improvement activities, special projects, internal and/or external committees, community activities, and other duties as assigned.
• Serves as a role model for peers and colleagues.
• Assumes responsibility for professional growth and development; maintains and upgrades professional knowledge and practice skills.
• Treats other CenterLight employees respectfully and facilitates an environment of teamwork.
• Initiates, if appropriate, incident reporting process, and participates in incident investigation and reporting as applicable.

• Service Standards

• Makes the needs of participants their central focus, and finds innovative ways to provide an exceptional experience.
• Develops and maintains positive "customer" relationships ("customer" is defined as co-workers, participants, visitors, vendors, and supervisors).
• Communicates with customers in a caring, helpful, considerate, and culturally sensitive manner.
• Demonstrates a thorough understanding of customer needs and wants and attempts to anticipate and meet customer needs.
• Suggests and implements customer-centered service improvements.
• Encourages customers to engage with CenterLight employees and CenterLight activities.
• Utilizes service recovery techniques to resolve issues quickly and to the customer's satisfaction. Immediately reports customer dissatisfaction to IDT for follow-up.

Schedule: 9:00AM - 5:00PM
Weekly Hours: 35
QUALIFICATIONS:
Education: Minimum of an Associate Degree in Business Administration, Health Administration, or related field.
Experience:

• Customer Service experience required.
• One (1+) year minimum of experience working with the elderly.
• Demonstrate proficient typewriting skills. Typewriting test must be taken with a minimum of 40 - 45 words per minute preferably, and over 90% of accuracy.
• A minimum of three (3+) years of medical practice experience or comparable business experience in health care preferred.

Additional Requirements:

• Is self-directed with the ability to work with or without supervision.
• Demonstrated ability to establish a good rapport with participants and peers is essential.
• Tactful and courteous.
• Pleasant telephone manner.
• Must be able to work weekends.

Physical Requirements
Individuals must be able to sustain certain physical requirements essential to the job. This includes, but is not limited to:

• Standing - Duration of up to 6 hours a day.
• Sitting/Stationary Positions - Sedentary position in duration of up to 6-8 hours a day for consecutive hours/periods.
• Lifting/Push/Pull - Up to 50 pounds of equipment, baggage, supplies, and other items used in the scope of the job using OSHA guidelines, etc.
• Bending/Squatting - Have to be able to safely bend or squat to perform the essential functions under the scope of the job.
• Stairs/Steps/Walking/Climbing - Must be able to safely maneuver stairs, climb up/down, and walk to access work areas.
• Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills to operate and activate equipment, devices, instruments, and tools to complete essential job functions (ie. typing, use of supplies, equipment, etc.)
• Sight/Visual Requirements - Must be able to visually read documentation, papers, orders, signs, etc., and type/write documentation, etc. with accuracy.
• Audio Hearing and Motor Skills (Language) Requirements - Must be able to listen attentively and document information from patients, community members, co-workers, clients, providers, etc., and intake information through audio processing with accuracy. In addition, they must be able to speak comfortably and clearly with language motor skills for customers to understand the individual.
• Cognitive Ability - Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job.

We are an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, height, weight, or genetic information. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
Salary Range (Min-Max):
$27.3722/hour or $49,817.47 annually
Note: Position's wages are contingent upon terms and conditions outlined in the collective bargaining agreement.