Clinical Access Specialist - MA Certification

Responsible for inbound and outbound call handling toidentifyand 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 andtimely.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,identifyingand 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 provideresolution for patients/callers.

Demonstrates ability to use various MedStar Health technology and software applications asrequiredtoassistwith the caller's needs; documents patient/family call encounters; and reports patient/workflow concerns asappropriate.Facilitates/ updatespatient registration. Facilitates outbound calls to patientspertaining toCOVID-19 negative lab results through standardized scripting.

Participates in physician/provider practice meetings asrequired, including training with physician practice secretaries, regular staff meetings, and/ or other training classes as directed.Participates in cross-training initiatives toestablishcomplete knowledge of callcenter.Participates in multidisciplinary quality, safety, and service improvement teams asappropriate. Attends departmentalmeetings, serves on committees, and represents the department in community outreach efforts asappropriate.

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 RequiredOR equivalent within 12 months of hire.