PEDIATRIC TRIAGE (Phone Position)

Description

Job Purpose: Under general supervision, the Triage Certified Medical Assistant serves as the primary liaison between providers, clinical staff, support staff, and patients in addressing questions, concerns and needs regarding patient care that can be addressed by telephone. The Triage Certified Medical Assistant is responsible for documenting all patient care interactions within our EMR system in a timely manner.  They are expected to provide outstanding care in service to pediatric patients, their families, and providers at all times. 

*Please note that at times, the Triage CMA may be asked to cover floor support in clinic as requested.**

JOB FUNCTIONS:

Essential Duties & Responsibilities:

• Works with providers, nurses, and patients to resolve questions concerning medications, health education, and medical advice within skill level and scope of GU practice.
• Works with providers, nurses, medical assistants, and patients to assess the urgency of patient problems.
• Assists the patient by acquiring the appropriate appointment as needed, this includes studies, referrals, and post operative appointments.
• Records and maintains complete and accurate records of patient and provider communications regarding medical care according to GU standard of medical record documentation requirements.
• Retrieves messages from voicemail and patient portal in a timely manner and responds to patient needs according to medical priority.
• Documents all incoming calls in EHR, electronic telephone template prior to “tasking providers”.
• Responds appropriately within skill level and documented departmental policies and when appropriate, seeks provider advice when responding to patient’s medical care.
• Follows through in a timely manner on patient requests.
• Refill prescriptions according to provider's orders.
• Processes medication prior authorizations as needed.
• Records all prescription/refill information in the medical record according to standard GU guidelines.
• Serves as a resource to clinic staff regarding medical information, patient assessment, and nursing management of illness.
• Utilizes relevant data, such as medical records and patient complaints, observations, and meaningful use, to identify and resolve problems in patient care.
• Assists providers and staff in other ways as assigned, including coverage of medical assistants during staff shortages.
• Scheduling patient appointments and studies following practice guidelines and protocols.
• Engages with patients, co-workers, and third parties in a respectful, courteous, and professional manner, including during potentially difficult situations.
• Prepares examination rooms by maintaining the upkeep and cleanliness of the rooms, as well as assisting with tidiness of both the lab and supply closet.
• Assists with nurse visits as needed.
• Performs other duties as assigned.

Requirements

QUALIFICATIONS:

Knowledge, Education/Training:

• 2 years of Medical Assistant experience preferred.
• Current certification as a Medical Assistant (or higher) is required.

Skills & Abilities:

• Strong interpersonal communication skills.
• Must be able to discuss patient information with providers and other medical personnel tactfully and confidentially.
• Maintains a flexible, open attitude regarding job and clinic changes.
• Contributes to teamwork necessary to complete GU department functions, even if the approach or solution is not the easiest for the department but is the best solution for the clinic.
• Dependable and uses good judgment in organizing and setting priorities for use of time at and away from workstation.
• Plans time to finish tasks in available work hours; checks with supervisor and requests approval if overtime may be necessary.
• Adheres to GU policies including, but not limited to, working hours, lunch breaks, and overtime.
• Excellent organizational, time management and follow through skills are required.
• Analytical Skills; must be able to understand and follow medical charts and diagnoses.
• Detail Oriented; must be precise recording patient information in a timely manner.

Computer literacy:

• Technical Skills; Proficiency in and working knowledge of medical software applications, e.g., EMR, EHR, as well as Microsoft Office Applications (Teams)

Certificates/Licenses/Registrations

• Current certification as a Medical Assistant (or higher) is required.

Driving Requirements:

• Reliable transportation is required.

SPECIAL REQUIREMENTS:

Physical Requirements: Must be able to use a computer and telephone for up to 8 hours per day. Requires moderate lifting on an occasional basis.

Work Environment: Normal office environment. Must have basic computer skills and phone skills. May need to be flexible and work at different locations occasionally.