Bilingual Certified Medical Assistant - Call Center

Job Description

Job Description

Bilingual Medical Assistant/ Certified Medical Representative I 

MISSION

The Bilingual Medical Assistant/Certified Medical Representative I is responsible for assisting patients, management, and physicians by answering inbound calls requiring medical consultation. They take ownership of caller issues and deliver excellence customer service.

OUTCOMES

• Accurately and effectively utilize clinical knowledge to appropriately address patient concerns in an inbound call setting.
• Understand practice dynamics in order to efficiently direct patient questions for optimal response.
• Ensure optimal customer service by utilizing feedback provided by quality assurance reviews to enhance patient experience
• Utilize departmental and interdepartmental resources to determine appropriate actions required in order to satisfy patient need.
• Adequately communicate through various electronic sources including, but not limited to, EMR, email, and online chat platforms.

COMPETENCIES

Job Related Competencies:

1. Decision Quality: Making good and timely decisions that keep the organizations moving forward
2. Organizational Savvy:  Maneuvering comfortably through complex policy, process, and people related organizational dynamics.
3. Demonstrates Self Awareness:  Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
4. Resourcefulness: Securing and deploying resources effectively and efficiently.
5. Tech Savvy:  Anticipating and adopting innovation in business building digital and technology applications.

Cultural Competencies:

Advanced Values :

1. People
   • Collaborates:  Building partnerships and working collaboratively with others to meet shared objectives
2. Heart
   • Patient Focus:  Building strong patient relationships and delivering patient centric solutions
3. Service
   • Instills Trust:  Gaining the confidence and trust of others through honesty, integrity, and authenticity
4. Excellence
   • Cultivates Innovation:  Creating new and better ways for the organization to be successful

Behaviors:

1. Being Resilient:
   1. Rebounding from setback and adversity when facing difficult situations
2. Self-Development:
   • Actively seeking new ways to grow and be challenged using both formal and informal development challenges
3. Optimizes Work Processes:
   • Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
4. Professional Communication:
   • Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences, while maintaining a professional appearance and tone

QUALIFICATIONS

Basic Qualifications:

Education:

• High School Diploma or GED

Credentials/Licensures:

• Certified Medical Assistant OR
• Licensed Practical Nurse

Preferred Qualifications:

Previous, Job Relevant Work Experience:

• Previous experience in Urology/Gynecology field
• Previous experience in Clinical or Call Center setting
• Bilingual English/Spanish