Medical Care Coordinator; Medical Assistant

Portsmouth, NH (Corporate)

Multi-site Dermatology Group Seeks Remote/Hybrid Medical Assistant

Optima Dermatology is recruiting a part time Medical Assistant to join our Patient Care Team, based in Portsmouth, NH, as a remote/hybrid Medical Care Coordinator. Seeking candidates for our employment hubs in the following states:
Ohio, New Hampshire, Florida, North Carolina, Indiana, Maine.

A remote Medical Care Coordinator on the Patient Services team is responsible for providing world-class customer service to all callers, Optima Dermatology patients and community members. The Medical Care Coordinator will support patient/caller needs and internal providers and practices within their scope of practice. Their general work will include answering incoming calls, attending to voicemails, as well as internal back of office calls and voicemails from our practices.

They will listen to and respond to patients utilizing technology and approved materials. They will also relay the provider’s instructions, schedule patients for our practices, communicate with the providers and patients, while adhering to established policies and procedures, maintaining confidentiality, and complying with HIPAA standards. Additional responsibilities may include serving as an internal service support, assisting with provider schedule adjustments and other administrative needs of our practices.

This role reports directly to the Patient Services Team Lead.

Responsibilities:

• Answer all back office incoming calls and voicemails for practices as needed
• Understand our provider preferences, scheduling instructions, and complete registration and scheduling in accordance with established procedures. Confirm, cancel, and reschedule appointments. Assist patients with instructions to complete forms, register for portal access, and set appointment expectations
• Understand marketing efforts promotions and campaigns, support these efforts through patient interactions, resulting in achievement of expected appointment conversions
• Review pathology and lab results with patients per provider’s instructions
• Schedules office appointments and surgical procedure appointments as necessary, and urgent visits as appropriate
• Phone prescriptions and refills to pharmacy according per provider’s instructions, including initiation and management of prior authorizations as directed
• Knowledgeable of all products and procedures in our practices and demonstrates competency in providing an overview to patients
• Follow up with patients’ post-visit for future visit scheduling
• Provide patient instructions verbally or in writing when necessary for post care per provider Instructions
• Demonstrate effective call handling, including deescalating patients. Appropriately identifies and escalates priority situations including patients experiencing adverse reactions
• Consistently operate within and is measured on ability to build rapport, actively listen, follow up and manage patient correspondence, internal and external communication, service and support, critical thinking, planning, and problem solving
• Consistently achieve the expected goals including but not limited to completion of assigned daily activities, schedule adherence, availability, appointment conversions, product knowledge, quality, and compliance
• Work as a collaborative team member within a distributed organization demonstrated by communicating effectively with leaders, providers, practice staff and co-workers. Participate in team/staff meetings and maintain a positive attitude
• Demonstrate in-depth knowledge of all departments at Optima
• Follow all HIPAA guidelines and complies with annual training and understands and operates within the associated scope of practice of a Medical Assistant as outlined by company and state applicable guidelines
• Demonstrate our values in interactions, empathy, and sensitivity towards patient/family rights
• Comply with departmental standards regarding training, professional development, communication, management of workload, and safety/emergency situations
• Ability to attain basic competencies in operation of computer software including scheduling programs,…