Acute Care Associate I (Medical Assistant)

Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California.  Dignity Health Medical Foundation is an affiliate of Dignity Health – one of the largest health systems in the nation - with hospitals and care centers in California, Arizona and Nevada. Today, Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve.

As Dignity Health Medical Foundation continues to grow and establish new premier care centers, we provide increasing support and investment in the latest technologies, finest physicians and state-of-the-art medical facilities. We strive to create purposeful work settings where staff can provide great care, while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Our staff is well-trained and highly skilled, qualities that are vital to maintaining excellence in care and service.

Position Summary

This position supports the psychiatrists providing a basic level of medication triage and support services to behaviorally disordered adults and children who are patients of the Private Side of the Behavioral Health Department. This position is an integral member of the care management team, supporting quality medication management and clinical problem solving functions in concert with the other medical staff and psychiatrists. Depending upon the current staffing mix and business needs, this position may float to any and all BH Administrative Support Representative front office functions.

Core Duties:

• Back office duties:
• Processing live calls using detailed template/protocol to gather complete information
• Clear voice mail and send tasks
• Send Medication Refill tasks to MD
• Handle Prior Authorization requests
• Take faxes for refills, enter and send Refill task to MD under direction of licensed providers
• Notify patients that their refill requests have been handled
• As directed by the Provider, may refer patients or initiate charitable care and special assistance applications
• Observe/listen to patient interactions and record interventions in the medical record
• Administer injections
• Manage the psychiatrists' cancellation lists
• Respond to patient, pharmacy or MD requests for information that come by phone or by fax
• If by phone, clear patients' voice mail messages and refer to licensed coworker for triage
• Check fax machine and task bucket regularly for pharmacy refills and triage appropriately
• Maintain effective communication with patients. If necessary, call patient back to complete information needed prior to LPT/MD call back
• Prepare all information necessary for requests requiring LPT/MD intervention
• Includes Prepare/update chart (import labs and provide vital signs) for each patient requiring intervention, and documenting all key interactions with the patient.
• Check and log appointment status, prescription refill status, frequency of refills of controlled substances, and missed appointment history
• For uncomplicated refill requests, get MD sign-off or verbal order and phone/fax refill request to the pharmacy
• Fax MD special assistance requests to pharmacies
• After MD or LPT completes service, call patient to confirm requested service has been completed
• Document all key interactions in patient chart adhering to documentation standards and policies
• Initiate patient assistance applications for pharmaceutical company courtesy prescriptions
• Assist in managing cancellation list and scheduling patients into vacant slots
• Complete tasks using templates and office procedures, and secure appropriate sign-offs
• Collaborate with front office staff to assure back up is available if LPT or other staff is away for scheduled or unscheduled absence

• Front office duties:
• Answer phones per policy and script, gather all patient information per policy, register and arrive patients, accurately collect co-payment and manage cash drawer, verify insurance information and document messages as appropriate
• Able and willing to float to any front or back office position as staffing needs dictate
• Able to learn quickly and retain detailed information with accuracy
• Able to deliver excellent customer service and maintain calm presence under pressure

This position may have access to third party credit card information and transactional systems (cash registers, point of sale devices, applications supporting credit card transactions, and reports or other documents containing credit card information) from single transactions or a single card at a time.

Minimum Qualifications:

• Satisfactory completion of a formal Medical Assistant program pursuant to the Division of Allied Health Professions or military training that is equivalent to an accredited Medical Assistant program (determination by Dignity Health Medical Foundation Human Resources department in conjunction with the State Division of Allied Health Professions)
• Training completed as a Medical Assistant required
• High school diploma required (or equivalent)
• One (1) or two (2) years of medical office experience with care of medical or psychiatric patients required
  • Demonstrated ability to engage with patients with behavioral problems required
• Requires abilities to:
  • Utilize computer and learn all software to support job functions
  • Exercise excellent telephone skills including careful listening, maintaining an even demeanor and quality customer services
  • Work as a team player to support patient care and psychiatrists
  • Effectively interview and gather information from patients who may be distressed, confused or emotional
  • Use good judgment to prioritize patient care needs and work duties while being cognizant of customer service and patient acuity needs
  • Administer injections
  • Work effectively with the public and colleagues, including being customer service and detail-oriented and desiring to work closely with team members to ensure quality patient care
  • Meet customer service expectations
  • Efficiently use the computer to support scheduling and word processing functions as needed
  • Give and follow oral and written instructions in a fast-paced environment
  • Write effectively and document according to guidelines and policies
  • Efficiently plan and organize own work
  • Maintain a professional manner, demeanor and appearance. 
  • Identify problems and suggest workable solutions
  • Maintain confidentiality and adhere to all organizational policies
• Requires knowledge of medical terminology, familiarity with CPT and ICD-10 coding procedures and reference tools, and pharmacology appropriate to the Medical Assistant scope of practice required
• Current Basic Life Support (BLS) certification through the American Heart Association (AHA)