CLINICAL CLERICAL MEDICAL ASSISTNAT - BAY CITY PRIMARY CARE

The Physician Office Clerical/Clinical MA Lead demonstrates excellent customer service performance in that his/her attitude and actions are at all times consistent with the standards contained in the Vision, Mission and Values of Covenant HealthCare and the commitment to Extraordinary Care for Every Generation. This individual is responsible for appropriately scheduling patient appointments and adequately verifying/updating and entering patient demographic and insurance information in a manner that minimizes errors/rework and maximizes revenue for services provided. Individual is responsible for clinical assistance to physicians. Observes strict patient confidentiality and adheres to policies and procedures. The Lead also directs the day-to-day operations of the practice in conjunction with the Practice Manager. Performs other duties as assigned.

Addresses employee concerns and reports to Practice Manager Directs the day-to-day workflow Provides input on performance appraisals Recommends performance development plans and corrective action to managers Works in conjunction with managers on hiring and termination decisions Schedules office appointments, referrals/ authorizations and outpatient diagnostic testing for patients. Assures proper filing of test results, hospital information and other pertinent information in patient chart. Obtains/verifies/updates patient demographic information and obtains/verifies insurance eligibility and benefits, entering necessary updates to system for billing purposes. Processes/tracks medical �release of information requests� consistent with HIPAA and other requirements. Distributes charts to providers in a manner that minimizes patient wait times. May determine, enter and collect for patient out-of-pocket costs, including prior outstanding balances, at time of visit. Balances daily cash and prepares/delivers bank deposit. Answers the telephone and provides appropriate information and/or directs calls to appropriate provider/staff member. Manages multiple phone lines. Continually identifies and/or recommends ways in which front desk and/or departmental tasks/process may be streamlined to gain efficiency. Participates in staff meetings, in-service programs and continuing education activities as necessary. Meets competency requirement expectations. Under the guidance of the Practice Manager, assists in maintaining all CLIA, OSHA, HFAP and Corporate Compliance regulations. Initial patient assessment, takes vitals, patient history, assist with office procedures. Responsible for prescription refills and triaging patient calls and responding as appropriate. Contributes to physician practice success targets for customer/patient satisfaction and net operating margin. Orders supplies within budgetary constraints. Demonstrates delivers superior customer service at all times. Greets and services patients and visitors in a courteous, professional manner. Ensures that customer needs are addressed and expectations are met and/or exceeded.

EDUCATION/EXPERIENCE

High School diploma and/or equivalent required. A successful completion of a competency-based Medical Assistant (MA) training program required. In lieu of a MA program, a minimum of two (2) years direct patient care and/or medical office support experience will be accepted. BLS certification required (within 6 months of hire).

KNOWLEDGE/SKILLS/ABILITIES

� Knowledge of coordination of benefits and how to properly determine primary status, as well as the ability to verify/interpret insurance benefits.

� Knowledge of proper �release of information� standards.

� Knowledge of proper cash receipts handling procedures.

� Demonstrated knowledge of and ability to practically apply medical terminology.

� Excellent oral communication and interpersonal skills.

� Computer-based office practice management experience required.

� Ability to remain calm and courteous in stressful/difficult situations.

� Ability to maintain confidential information.

WORKING CONDITIONS/PHYSICAL DEMANDS

Ability to maintain punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.

Constant handling, feeling, talking, hearing, and near vision

Frequent lifting up to 25 lbs.

Frequent standing, walking, sitting, twisting, reaching, tasting, smelling, far vision, depth perception, and field of vision

Occasional lifting up to 50 lbs.

Occasional carrying, pushing, pulling, stooping, kneeling, crouching, squatting, crawling, and color vision