POSITION TITLE: Certified Medical Assistant Call Center Representative

LOCATION: HOPE Clinic - Alief

REPORTS TO: Call Center Team Lead

EDUCATION: High School diploma or GED required. Associates preferred. Completion of a program of training for Medical Assistants is required; CMA or RMA is required or must obtain within 3-month orientation period.

WORK EXPERIENCE: 2 years or more in healthcare preferred

SALARY RANGE: $15.00-$18.00/hour

FLSA STATUS: Hourly – Non-Exempt

POSITION TYPE: Full-Time

LANGUAGE: Fluent in English; Bilingual in English and Spanish, Arabic, Burmese, Chinese or other languages is required

HOPE Clinic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

JOB SUMMARY:

Certified Medical Assistant Call Center Agent will be responsible for medical issues/concerns related to health care identifying patient needs and assisting them with but not limited to RX refill status, and dental/medical clearance appointments. Responding to telephone inquiries from callers and ensuring patient satisfaction by providing quality service. 

MAJOR DUTIES & RESPONSIBILITIES:

•  Answer the telephone promptly and in a polite and professional manner;
• Obtain and enter accurate demographic information into eClinical Works;
• Schedule appointments properly and inform patient of items to bring to appointment;
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization;
• Understand when to escalate calls to medical personnel/physicians/managers;
• Act as a liaison for the patients of the clinic;
• Use sound judgment when handling calls, especially with irate patients;
• Positively contribute to staff morale and corporate culture;
• Contact patients for required programs;
• Direct calls to other departments as necessary or routes messages in the EMR to appropriate staff promptly;
• Address clinical topics including but not limited to prescription refill status, dental/medical appointment timeframes/advice, booking patient for vaccine, lab or other services, and providing laboratory results once reviewed by a licensed provider.
• Provides health advice based on direction and triage policy for patients calling in with symptoms, directs patients to emergency services when appropriate;
• Uses recall lists for disease-specific or general lists to recall patients to the clinic;
• Willingness to work in different departments and/or travel to satellite sites to provide coverage;
• Attend on-site/off-site community engagement activities and on-site/off-site clinic events as needed; 
• Perform other duties as assigned to support HOPE Clinic’s Mission, Vision, and Values.

QUALIFICATION REQUIREMENTS:

• Minimum of two years in health education, patient navigation, and/or health clinic patient assistance field preferred;
• CMA or RMA is required or willingness to obtain within 3-month probationary period;
• Knowledgeable of and maintains HIPAA standards of privacy and confidentiality;
• Knowledge of Microsoft Office and be able to utilize the Internet;
• Able to use basic office equipment (e.g., computer, copier);
• Strong written and oral communication skills;
• Must be detailed oriented and able to handle multi tasks;
• Must be able to handle multiple tasks, complexity, and diversity of patients;
• Insurance and medical experience preferred;

EDUCATION and/or EXPERIENCE:

• High School diploma or GED is required; Associates Degree preferred. 
• Completion of a program of training for Medical Assistants is required. 
• Experience as a Medical Assistant preferred.

OTHER SKILLS and ABILITIES:

• Bilingual (Vietnamese, Chinese, Burmese, Arabic and/or Spanish with English) is required;
• Above average skills in language ability as well as public speaking and writing;
• Must have good transportation and a valid Texas Driver’s license.