Medical Practice Assistant
Outpatient Services
PRN - 16 HRS Bi-weekly

The MetroHealth System, Cuyahoga County’s public health system, and its staff of nearly 8,000 provides care at MetroHealth’s four hospitals, four emergency departments and more than 20 health centers and 40 additional sites throughout Cuyahoga County. The health system is home to Cuyahoga County’s most experienced Level I Adult Trauma Center, verified since 1992, and Ohio’s only adult and pediatric trauma and burn center. As an academic medical center, MetroHealth is committed to teaching and research. Each active staff physician holds a faculty appointment at Case Western Reserve University School of Medicine. Our main campus hospital houses a Cleveland Metropolitan School District high school of science and health. The MetroHealth System is committed to creating a healthier community.

Summary: 

Serves as a preliminary contact for ambulatory practice patients during the registration/check in process. Performs general clerical/reception duties in assigned area(s). Under the supervision of a physician/provider and/or a licensed healthcare professional, facilitates an efficient patient flow through numerous phases of a patient’s visit. Provides clinical, clerical, and/or environmental support to members of the healthcare team, including performing patient-related tasks for infant through geriatric patients. Upholds the standards of all related ambulatory network initiatives in a professional manner. Upholds the mission, vision, values, and customer service standards of The MetroHealth System.

Responsibilities:

1. Serves as preliminary contact for ambulatory practice patients during the registration/check in process by:

a. Greeting patients in person or via telephone in a pleasant/professional manner according to the customer service policy.
b. Prioritizing patients according to practice guidelines.
c. Dispensing information about practice operations; triaging and/or relaying messages.
d. Interacting with the different ancillary services to complete patient schedules and resolve issues.

2. Gathers and analyzes payor data to achieve optimal reimbursement by:

a. Interviewing and assessing the patient’s status at the time of scheduling/registration to collect accurate demographic and payor information; utilizing the 3 day-out reports for insurance verification.
b. Initiating appropriate applications; correlating individual patient situations with available sources of financing.
c. Obtaining verifications of benefits as needed; identifying enrollment issues and analyzing available coverage.
d. Collecting patient co-pays, and identifying/addressing other payor-driven insurance elements (i.e. deductibles, out-of-pocket expenses, preferred providers, etc.).
e. Obtaining specific eligibility requirements, and plan limitations/exclusions.
f. Obtaining pre-certifications/pre-authorizations based on the diagnosis and associated circumstances.
g. Informing and educating patients/providers (i.e. physicians, nurses, and/or therapists) regarding issues identified at the time of reimbursement assessment.
h. Assisting with making payment arrangements for patients and payors.
i. Advising patients regarding diverse issues related to insurance/benefits, and recommending resolutions within hospital guidelines.
j. Understanding payment responsibilities based on the patients’ financial status and alternative programs for financial assistance.

3. Participates in clerical duties by:

a. Assisting with answering the telephone and electronic messages; taking messages; directing calls to the appropriate persons; responding to patient questions.
b. Managing Epic in-basket activities as assigned (including calling in prescription refills) for physician(s)/provider(s) as well as other department/clinic related areas.
c. Documenting patient information appropriately in the electronic medical record system(s).
d. Performing patient reception and other clerical duties; utilizing appropriate clinical and information systems technologies.
e. Scheduling appointments as needed.
f. Assisting with obtaining patient forms and initiating their completion prior to the provider’s review and signature.
g. Maintaining equipment and medical/office supplies, including taking inventory, reordering, stocking, cleaning, and troubleshooting equipment issues.

4. Under the supervision of a physician/provider and/or a licensed healthcare professional, facilitates an efficient patient flow through numerous phases of a patient’s visit while clearly communicating departmental, clinical, and patient needs to appropriate parties by:

a. Managing rooming and patient flows, including engaging in pre-visit preparations, assisting with the patient visit, and carrying out post-visit duties.
b. Communicating anything that may impact patient flow with the multidisciplinary team.
c. Actively participating in team and clinical briefs/huddles.
d. Ensuring the readiness of exam and procedural rooms, including accommodating physician/provider preferences as applicable.
e. Greeting and escorting patient/family members to exam rooms.
f. Preparing patients for physical exams based on the purpose of the visit and physician/provider preferences.
g. Obtaining the purpose of visit and any other key patient information needed for the database, including but not limited to answers to yearly screening questions, health maintenance information, medical history reviews, medication reviews, forms, and prescription refills.
h. Accurately entering patient information into the database for at least 12 patients per hour; ensuring that existing data is accurate.
i. Following established protocols when placing service orders; changes orders to pending as appropriate.
j. Utilizing established communication practices to keep the team informed (i.e. using door flags and TeamSTEPPS practices).
k. Monitoring and communicating changes in patients’ conditions to the appropriate physician/provider and/or a Registered Nurse.
l. Working with multiple physicians/providers; multitasking in a fast-paced, challenging environment.
m. Reviewing discharge instructions/after visit summaries with patients, and directing patient questions to the appropriate member of the healthcare team; reinforcing patient education, including providing teaching material as appropriate.
n. Preparing the exam room for the next patient by discarding soiled linen and supplies after every examination.

5. Provides patient care support in a professional, caring, tactful and courteous manner; performs duties within the scope of the practice and training, including but are not limited to:

a. Performing accurate vital signs both manually and with designated equipment (vital signs includes blood pressure, manual pulse, respirations, temperature, weight, orthostatics, and pulse oximetry).
b. Informing physician(s)/provider(s) and/or registered nurse(s) of abnormal readings or significant deviations from prior visits.
c. Assisting physician(s)/provider(s) with procedures and examinations.
d. Preparing for, collecting, properly labeling, and routing specimens (i.e. urine, sputum, feces, etc.); performing point-of-care tests according to defined competencies as needed. 

6. Collaborates with all members of the health care team.

7. Performs customer service activities according to The MetroHealth System’s mission, vision, STAR IQ values, and unit-specific standards.

8. Provides departmental support by performing any and all related duties as delegated by the supervisor/nurses/ physicians/other providers.

9. Participates in performance improvement initiatives for assigned area(s) as directed.

10. Performs skilled tasks within the scope of practice for the State of Ohio per the Ohio Revised Code as delegated from a licensed physician/provider/nurse; successfully completes any training needed for required competencies.

11. Adheres to sterile technique standards, and universal precautions related to safely handling hazardous infectious waste.

12. Keeps current with trends, developments, and practices in the field as they relate to this work assignment by participating in continuing education courses and reading current literature; participates in hospital-required educational programs (i.e. fire safety, chemical right to know, etc.).

13. Incorporates principles of teamwork in the resolution, completion, and follow-up of responsibilities; offers support and/or ideas to enable the department to reach goals; uses a collaborative approach to problem solving; contributes to the orientation of new/existing staff members regarding practice operations as requested.

14. Performs other functionally related duties as assigned.

Qualifications:

Required:
HS Diploma or passage of a high school equivalency exam.
Meets one of the following within the last 18 months:

• Completion of an accredited Medical Assistant program AND has work experience in a Medical Assisting or acute patient care capacity, which includes school-sponsored externships.
• Completion of a Medical Assisting-comparable military educational program for medics/hospital corpsman with an honorable discharge (if applicable).

Possesses one of the following:

• 1 year of work experience in medical billing, patient registration, and/or patient scheduling.
• Education related to medical billing, patient registration, and/or patient scheduling from an accredited institution.
• Possess a current certification as a Certified Healthcare Access Associate (CHAA) from the National Association of Healthcare Access Management (NAHAM).

Current Basic Life Support (BLS) certification for the American Heart Association (AHA), OR obtains within 90 days of hire.
Familiarity with data entry.
Basic computer skills.
Strong written, verbal, and interpersonal communication skills.
Knowledge of basic medical procedures and medical terminology.
Able to work with multiple providers.
Strong organizational skills, multi-tasking skills, and problem-solving skills.
Demonstrates good judgment, flexibility, initiative, and a strong work ethic.
All qualified applicants must pass the PSR pre-employment screening test with a score of 75% or better, and the post-employment test with a score of 80% or better.
Access to reliable transportation to travel to different sites within the Ambulatory Network.
Able to work in assigned area(s) and any other clinic based on operational needs.

Preferred:
6 months of clerical experience, and/or experience related to patient care.
Certified Medical Assistant or Registered Medical Assistant.
Able to type a minimum of 30 wpm.

Physical Requirements:
May sit, stand, stoop, bend, and walk intermittently during the day.
May need to sit or stand for extended periods.
See in the normal visual range with or without correction.
Hear in the normal audio range with or without correction.
Ability to lift 250-300 pounds with assistance.
Ability to push/pull up to 500 pounds with assistance.
Requires some exposure to communicable diseases or body fluids.
Requires some exposure to chemicals and cleaning products.

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