Administrative Medical Assistant

Medical Administrative Senior Representative

Summary:

The Medical Administrative Senior Representative (MAA) is an integral member of the multi-disciplinary team who functions under the direction and supervision of a registered nurse and/or licensed physician.  The position provides professional, courteous, and friendly assistance to our customers. The MAA serves as a resource for internal and external customers by utilizing several resources such as established Evernorth policies, protocols and guidelines to ensure delivery of quality care within the guidelines of Evernorth Care Group Standard Operating Procedures, and Policies & Procedures.  Contributes to the organization’s drive to achieve improved individual customer experience, improved health and quality of care, and reduced cost of care.

Responsibilities and Essential Functions:

• Place the patient first in all you do to make each patient interaction a positive experience.
• Provide each patient with an exceptional customer experience by greeting them with a warm welcome and smile while maintaining eye contact.
• Introduce yourself and role to the patient/customer with whom you are interacting.
• Always maintain a professional appearance of self and the workplace.
• Communicate with patients promptly and efficiently using words the patient understands; keep the patient informed of delays in service and/or clinician wait times.
• Take ownership and accountability for responding to patient questions, concerns, or complaints. Consistently seek assistance to help the patient if you are unable to resolve on your own.
• Provides immediate service recovery and work to exceed patient/customer expectations surrounding resolution of concerns.
• Anticipate patient’s stated and unstated needs. Talk with them in depth so you understand what the patient truly needs. Provides explanations and support to meet those needs.
• Consistently keep personal conversations private.
• Patient information is consistently maintained in a private and secure manner, always complying with HIPAA Guidelines.
• Consistently thanks the patient for allowing Evernorth Care Group to provide their healthcare and ask if there is anything else we can do for them during their visit.
• Using the courtesy behaviors, greet and check in patients at the health care centers. Verify coverage and eligibility, and complete appropriate paperwork.  Requests co-payment from patient in a polite manner.  If patient expresses disagreement with co-payment request, lets patient know you will follow-up and proceed with check-in process.
• Consistently maintains quality of patient care by obtaining detailed information in messages and documents in the EMR.
• Schedules appointments accurately and verifies benefit coverage.  Meets patient needs by asking questions to determine the best scheduling solution. 
• Reconciliation of credit card transactions and completes close out at the end of each shift.
• Maintain necessary supplies for MAA activities in a fiscally responsible manner.
• Performs technical duties according to departmental standards, policies, and procedures.
• Demonstrates a positive customer service approach in all internal and external customer experiences.
• Improves the customer experience through the demonstration of Service and Courtesy Behaviors and focus on Patient Satisfaction.

Minimum Qualifications:

• Medical terminology preferred.
• One year customer service and computer skills required.
• One year customer service in health care, payment processing, and EMR experience preferred.
• Ability to convey information to customers in a warm, clear, and concise manner.
• Demonstrates positive customer service behaviors.