Description
We are seeking a Telephone Triage MA/Patient Care Assistant to join our Gastroenterology team in American Fork, Utah. As a key member of our team, you will facilitate quality patient care under the supervision of our providers.
Job Summary: This is an in-office position that involves providing a full range of telephone duties, including triaging calls and relaying messages, as well as assisting with other clerical duties as required. You will serve as a liaison between patients, medical staff, and providers.
Essential Job Functions:
- Promote quality communication and customer service to all patients
- Manage inbound patient calls, acting as primary medical triage for all incoming queries for the Gastroenterology department
- Verify patient information, including demographics, medications, and medical history as needed
- Identify, resolve, and provide accurate and satisfactory answers to patient needs, or escalate as appropriate
- Thoroughly document each call in EHR to maintain accurate and detailed documentation
- De-escalate situations involving dissatisfied patients by offering patience, assistance, and support
- Respond to patient inquiries, prioritizing responses and routing urgent calls from patients in an effective manner
- Direct calls immediately to appropriate staff or provider as necessary
- Guide callers through troubleshooting, navigating the company site and patient portal, or directing to the appropriate department
- Maintain a safe, secure, and healthy work environment by establishing and following standards and procedures
- Serve and protect the medical practice by adhering to clinic and professional standards, policies, and procedures
- Communicate respectfully with all staff and patients
- Assist in training new employees for similar positions as needed
- Cross-train to assist with general MA duties during slower call volume times
Qualifications:
- Demonstrate excellent computer, telephone, and communication skills
- Outstanding customer service, organization, and attention to detail
- Experience in a medical clinic setting preferred
- Patient-minded focus
- Must be a self-starter, a team player, dependable, friendly, and professional
- Ability to multi-task and work efficiently while remaining calm and productive
- Preference may be given to someone with 1-3 years of healthcare and/or call center experience
- Certified Medical Assistant preferred but not required
Benefits:
- Full-time position with 8am-5pm Monday-Friday schedule
- Benefits, insurance (medical, vision, pet), 401k, paid holidays