Position Description:
STATEMENT OF VALUES:
Cooper Green Mercy strives to be THE choice for health care in our community. We honor this commitment by embracing our core values of:
• Kindness,
• Inclusion,
• Cleanliness, &;
• Attention to Detail.
GENERAL SUMMARY
The Certified Clinical Medical Assistant-Call Center/Clinic Staff is responsible for delivering care to patients utilizing the nursing process of assessment, planning, intervention, implementation, and evaluation and works within codes of practice and professional guidelines. In addition, the Certified Medical Assistant-Call Center/Clinic Staff is responsible for triaging telephone calls requests in the EHR received from patients, their caregiver, relatives, and other healthcare team members. This involves prioritizing patients’ health problems according to their urgency, educating/advising patients, scheduling appointments, and making safe, effective clinical decisions under the direction of the patients’ physician.
KEY RESPONSIBILITIES
1. Consistently answers the phone promptly within defined standards using AIDET greetings.
2. Obtain, verify, and input all information accurately into the facility’s electronic health record (EHR) or other appropriate systems and distribute messages to the appropriate clinical staff in a timely manner.
3. Complete all appropriate requests and future test orders by proposal or verbal order as per clinic protocol.
4. May refill medication and medical supplies as approved by the facility.
5. Constantly monitors and checks EHR inbox for patient or provider requests – Responds within the scope of care
6. Processes all patient inquiries, messages and requests promptly, efficiently, and in a professional manner while practicing patient confidentiality.
7. Checks voice mail and/or email as assigned for messages and return calls.
8. Adheres to all CGMHSA safety, security, and compliance standards.
9. Participate in Continuous Quality Improvement (CQI); gather and report CQI data to the appropriate personnel.
10. Demonstrates personal accountability for professional growth by meeting and maintaining current certifications/licensure and completing all mandatory facility, department, and role-specific education requirements in advance of due dates.
11. Supports quality and fiscal goals for the department and institution, assists in inventory management, assists with CQI projects, and identifies obstacles to improvement within the clinical area, assists with policies and procedures development for the facility.
12. Serve as a peer mentor and provide student-learning experiences as assigned.
13. Participates in special projects that supports the operation of the organization and other duties as assigned.
Position Requirements:
MINIMUM QUALIFICATIONS
CCMA Certification from the National Healthcare Association (NHA) or (AAMA).
Two years of clinical experience required.
Must possess basic knowledge of computers, PC applications, software, and database management.
Current CPR/BLS certification via the American Heart Association or American Red Cross.
Strongly Preferred: (1) Two years of Call Center and/or Emergency Department nursing experience; (2) enter 6,000 keystrokes per hour.
WORK ENVIRONMENT
This role may require lifting up to 50 lbs.
The work location for this role is onsite.
