As a Medical Assistant II, the incumbent will provide support to medical care providers in an outpatient/clinic setting such as, but not limited to, room patients, set up equipment and instruments, assist providers with performing exams and procedures, clean and stock exam rooms, and provide proper documentation in electronic patient charts. Additionally, patient-care duties include recording systemic history, obtaining pertinent vitals, performing appropriate diagnostics, and preparing/assisting with minor procedures. Assist with administrative duties including patient follow-up calls, prescription refills, clinic preparation, file preparation, appointment scheduling, submission of billing, insurance verification, sending dictations, and insurance verification. The medical assistant is also responsible for keeping the provider moving in the office and will be expected to provide some patient education. Daily interactions with staff, supervisor, and doctors, as well as periodic meetings with departmental leader(s). Incumbent is expected to work with minimal supervision; periodic and regular progress checks are performed to evaluate and adjust workload accordingly. In addition, the Medical Assistant II will provide administrative and front office support including greeting patients, performing patient check-in/out processes, collecting patient payments, performing insurance verification, scheduling procedures, patient follow-up appointments and/or ancillary testing, obtaining records/authorizations, and creating encounter(s) in patient registration system(s). Uphold smooth patient flow throughout the front office experience to ensure efficiency and effectiveness.
Essential Duties:
- Clinical Duties
- Accurately document, record, and update patients' medical history, and all other medical information as requested by provider, in electronic and/or paper medical record.
- Perform all necessary tests for providers to adequately diagnose patients.
- May perform screening tests, including vision, EKG test, pulmonary function test and other tests within scope of practice as ordered.
- May perform laboratory duties to include, e.g.; drawing blood, obtaining blood specimens for testing, urine analysis, and urine and throat cultures as needed and ordered.
- May administer immunizations, injections and medication, within scope of practice and as per providers' orders, and complies with immunization and medication administration handling and storage policy and procedure.
- Provide assistance to physicians during minor procedures by setting up instruments and medications, responding to physician needs during procedure and prepare instruments after procedure for reprocessing.
- Process patient requests for medication refills including contacting pharmacies to order prescription refills. Determine the need for physician review of prescription refills.
- Be willing to be trained and use newer technologies (training will be provided).
- Assist and educate patients on how to take their medications.
- Handle daily schedule to assure that patients are seen at proper intervals.
- Maintain equipment and supplies for patient examination rooms. This includes dating topical medications and removing expired materials.
- Properly clean/disinfect instruments and equipment routinely.
- Prepare the necessary supplies for diagnostic testing, exams, and procedures.
- Provide basic maintenance of all clinic equipment.
- Ensure instruments and devices are clean, fully functional, and sterilized if necessary.
- Ensure rooms are stocked daily with medications and supplies, place orders as necessary and appropriate.
- Consult with physician concerning test results and alert physician to positive test results or test abnormalities.
- Report patient concerns, symptoms, reactions, and changes to licensed clinic personnel.
- Serve as liaison between the medical staff and patients to answer questions, coordinate patient care, and/or provide patient education.
- Monitor and track work requests.
- Perform all tasks in a safe manner in compliance with organizational safety policies and according to applicable regulations; maintain a neat workstation and environment.
- Maintain confidentiality of all records and information related to patients, physicians, employees, the University and in related interests.
- Obtain, document and update in appropriate system(s) all necessary patient information.
- Provide technical support services where needed.
- General Administrative Duties
- Triage patient issues to achieve timely resolution. Resolve patient problems related to such matters as billing, coordination of patient tests, appointments, and/or medical records.
- Respond to patient messages and/or voicemails, same day.
- Respond to requests by doctors and technical staff during clinic. Make phone calls as requested and obtain records as needed.
- For cancellations and no-shows, follow appropriate steps as per policy.
- Maintain clinic/patient flow, balancing patient registration requirements, patient appointment times, and non-appointment activities.
- Serve as a liaison between outpatient clinics and programs in administrative matters. Help to maintain a therapeutic atmosphere by providing a supportive interface between patients, providers, and staff.
- Assist providers in performing schedule changes.
- Review active worklist(s) and address patient account needs.
- Always maintain and protect patient confidentiality.
- Keep clinic and patient reception area(s) organized and neat.
- Maintain adequate levels of front and back-office supplies.
- Assist with abstracting, scanning, and cataloging paper records into the electronic record.
- Support and participate in department huddles and team meetings.
- Demonstrate KNOWN service standards.
- Greet Patients and Perform Check-In/Out Process
- Interface with electronic medical records and scheduling system(s).
- Provide excellent customer service.
- Verify/update demographic and insurance information.
- Confirm/obtain Primary Care Provider and Referring Provider information.
- Scan insurance/ID card(s) and any other pertinent insurance material(s).
- Explain consent/HIPAA forms and noncovered services forms to patient and obtain patients' signature(s) on all relevant forms.
- Assure patient has completed patient questionnaire(s), as needed.
- For managed care patients, assure that preauthorization is present, when needed, and that preauthorization is accurate.
- Accurately collect co-payments/deductibles and patients' fees for services via check, cash, or credit card and document, per protocol.
- Arrive patients using the proper registration system(s).
- Politely inform patients of possible delays relating to their appointments.
- Collate chart appropriately.
- Perform patient encounter in computer system(s).
- Schedule future appointments, procedures, ancillary testing and/or enter recalls as indicated by patients' provider(s).
- Provide disposable dark glasses (i.e., mydriatic specs) for patients that have been dilated.
- Make calls for patient transportation, upon appropriate patient request.
- Perform all tasks in a safe manner in compliance with organizational safety policies and according to applicable regulations; maintain a neat workstation and environment.
- Maintain confidentiality of all records and information that pertains to patients, physicians, employees, the organization and in related interests.
- Patient Registration and Appointment Scheduling
- Obtain, document and update in appropriate system(s) all necessary patient information. This involves interaction with various insurance companies, and other payors/institutions.
- Verify coverage with appropriate insurance or health care plan carrier.
- Accurately coordinate the registration, referral, and scheduling activities of the assigned area(s).
- Ensure patients are accurately scheduled.
- Input validated patient registration information into the organization's information systems.
- Routinely review existing scheduling templates for future appointment availability in order to effectively schedule patients' appointments.
- Answer telephone lines and make necessary patient accommodations in the assigned Hospital Operations/Ambulatory Services location.
- Provide information to callers regarding the department and its patient care services.
- Correctly enter patients' recalls for patients' future visits in the appropriate practice management systems.
- For patients wishing to be seen in other geographic areas, make appointments with conveniently located clinical faculty.
- Appointment-making includes obtaining pre-authorizations and other documentation, as appropriate. Other documentation may include, for example, pertinent notes from previously seen providers.
- Provide location and office hours of emergency services to patients who state they are experiencing an emergency.
- Perform other duties or projects, as assigned, or requested.
Required Qualifications:
- High school or equivalent
- Specialized/technical training: Graduate of an approved Medical Assistant Certificate/Diploma program.
- 1 year Experience in outpatient or ambulatory clinic setting
- Experience with an electronic medical record (EMR)
- Ability to analyze clinical and administrative information and determine appropriate course(s) of action to resolve conflicts and discrepancies.
- Ability to interact effectively with patients, staff, and physicians.
- Ability to multitask effectively.
- Ability to work as a team member in hospital operations/ambulatory services setting.
- Ability to work with Microsoft Word & Excel software.
- Ability to write concisely and clearly, edit, and proofread to ensure grammatically correct and factual correspondence.
- Demonstrate professional and effective work skills to handle all responsibilities within a fast-paced, high-pressure setting.
- Knowledge and proficiency with insurance.
- Knowledge of Medical/CCS billing/authorization guidelines.
- Knowledge of the operations and maintenance of patient-related testing equipment.
- Skill in acquiring accurate medical histories.
- Strong insurance verification and pre-registration background.
- Strong organizational and follow-up skills.
- Working knowledge of basic medical terminology and diseases.
Preferred Qualifications:
Required Licenses/Certifications:
- Basic Life Support (BLS) Healthcare Provider from American Heart Association
- Fire Life Safety Training (LA City): If no card upon hire, one must be obtained within 30 days of hire, and maintained by renewal before expiration date. (Required within LA City only)
The hourly rate range for this position is $22.00 - $34.18. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.
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