Clinical Access Specialist - MA Certification

Job Summary:

MedStar Health is looking for a Clinical Access Specialist to join our team! We are looking for a Certified Medical Assistant with great attention to detail and the ability to work in a high-stress and complex environment.

The Clinical Access Specialist acts as the first welcome for the caller on behalf of MedStar Health, instilling loyalty and anticipating needs, while providing efficient customer relationship management. Elicits and records patient information and inquiries by following established protocols for the Lab Call Back program, and/or to schedule patient appointments for specified practice groups and/or multiple locations. Facilitates communication between patients and the practice site staff. Advocates on the caller/customer behalf to ensure needs are met and to promote an optimal patient experience. Demonstrates ability to establish and maintain effective relationships with patients and their families through active listening, empathy, courtesy, and professionalism.

Must be able to work nights and weekends, variable schedule(s), and overtime as necessary

Join one of the largest healthcare systems in the Baltimore-Washington metro region, also recognized as one of the "Healthiest Maryland Businesses". Apply today and learn how MedStar Health can be your next great career move!

Primary Duties:

• Responsible for inbound and outbound call handling to identify and assess callers' needs quickly and accurately. Solves problems systematically, using sound business judgment and critical thinking skills. Ensures complete communication between key customer groups, including internal and external customers, appropriately and timely. Maintains scheduling and lab call back protocol knowledge base and designated skills to meet established goals for scheduling accuracy, results call backs, daily call metrics, and defined individual/team goals. Maintains subject matter knowledge of assigned specialties and/or lab call back scripting and workflows to effectively address patient inquiries, prepare prescription refill requests, lab result inquiries, and clinical questions to the providers.

• Demonstrates proactive approach to patient safety, reporting patient safety events and near-misses, identifying and implementing opportunities for improvement, and seeking system solutions to safety concerns. Maintains alertness for patient/caller medical or health issues that may need to be addressed urgently. Promptly notifies clinical personnel or intervenes as per departmental protocol. Displays characteristics of inquiry, empathy, courtesy, compassion, and respect during communication with customers. Seeks to de-escalate situations and provide resolution for patients/callers.

• Demonstrates ability to use various MedStar Health technology and software applications as required to assist with the caller's needs; documents patient/family call encounters; and reports patient/workflow concerns as appropriate. Facilitates/ updates patient registration. Facilitates outbound calls to patients pertaining to COVID-19 negative lab results through standardized scripting.

• Participates in physician/provider practice meetings as required, including training with physician practice secretaries, regular staff meetings, and/ or other training classes as directed. Participates in cross-training initiatives to establish complete knowledge of call center. Participates in multidisciplinary quality, safety, and service improvement teams as appropriate. Attends departmental meetings, serves on committees, and represents the department in community outreach efforts as appropriate.

Qualifications:

• High School Diploma or GED.

• Completion of an approved Medical Assistant (MA) program.

• 2 years of experience in a high-volume customer service industry position analyzing and resolving customer concerns from basic to complex in nature.

• Minimum of 1-year telephonic customer service experience.

• Certified Medical Assistant (CMA) by the American Association of Medical Assistant OR Registered Medical Assistant (RMA) by the American Medical Technologists Required OR equivalent within 12 months of hire.