Location: New York,NY, USA
Summary of Position•The Care Team Associate II serves as a member of the Care Team in the treatment and care of patients who assists providerswith clinical services and administrative tasks to support population health guided best in class care. The position worksunder the supervision of the Practice Administrator and in collaboration with the Nurse Manager. The Care Team Associate IImust understand basic medical terminology, demonstrate customer service excellence, have the ability to recognize datareflective of the patient's status and inform the RN/LPN of his/her observations.Principal Accountabilities•Warmly greets and engages in friendly conversation with Advantage Care Physicians (ACP) patients and guests Workswith office staff to effectively communicate approximate wait times and maintains timely communication to patientand guests. Monitors patient flow in waiting room and assesses patients' and guests' needs as they wait. Proactivelyresolves patient flow issues related to registration, check-in, and check-out processes. Assists patients in resolvingpatient service or clinical issues as needed.•Answers telephones in a professional manner utilizing excellent customer service skills exhibited by courtesy,cooperative spirit, and tact when interacting with employees, patients and visitors. Utilizes standard ACP greeting atall times when answering the telephone. Schedules patient appointments accurately in computer system. Verifiesinsurance coverage, as required. Takes the initiative to resolve all patient concerns and issues.•Checks-in patients and prepares and processes appropriate forms. Serves as a reference source regarding hours ofoperation, directions, transportation and general ACP policies. Performs a complete registration of patient'sdemographic and financial information using electronic systems as needed. Responsible for the integrity of the data.Scans documents into the electronic systems, as assigned.•Checks-out patients at the end of the visit, verifying that patients have all required documentation prior to leavingthe medical facility. Thanks patients as they leave and solicits feedback about the quality of service and experience•Takes complete and accurate IB messages from all individuals contacting the medical facility by telephone, includingmessages related to patient needs intended for providers and clinical staff. Delivers messages to the intendedrecipient in a timely manner. Escalates calls pursuant to the ACPNY call escalation policy. Checks emailcorrespondence, electronic task lists, and other written communication regularly throughout the business day toenable timely knowledge of and response to written correspondence.•Collects cash from patients for charges and co-payments and provides patient receipts. Completes all necessarydocuments for all payments accrued. Matches cash collected to receipts at end of session. Performs accurate end ofday reconciliations. Makes reminder and no show calls. Prints schedules and confirms appointments. Sendscorrespondence to patients' residences in order to remind, recall or reschedule appointments.•Coordinates internal and external referrals to specialists by coordinating and scheduling all appointments, providingappointment date and time reminders, providing directions to the specialist's office and copies of any pertinentmedical records or tests needed for the specialty appointment. Coordinates additional tests as needed. Utilizes theEPIC preferred provider list and/or external provider list for the coordination of referrals. When requested, providepatients with a list of three external specialists to satisfy their request to research and select their own specialtyprovider.•Reviews the referral WQ daily to address any referrals which may have been ordered in a non-face to faceencounter, such as an in-basket message and proceeds to arrange these referrals. Acts as a liaison between ACPNYand external specialists for outpatient procedures performed at other facilities, i.e. interventional, surgical or other.Provides data as necessary and conducts all necessary follow up. Acts as the key point of reference to communicatewith patients on pre-and post-referral appointment matters.•Assists care teams with campaigns/initiatives such as the Influenza program and the Health outcome survey andclosing gaps in care. Provides information to patients and assists them in getting the care they need. Under thedirection of the Practice Administrator, conducts regular outreach to identified at- risk patients to reduce unnecessary ED visits and admissions.•Maintains effective communication with patients, families, peers and other members of the health care team•Attends all meetings as directed by practice administrator/designee. Demonstrates flexibility in the acceptance andcompletion of work assignments. Effectively takes action without being told (e.g., takes initiative) within the scope ofhis/her responsibilities. Recognizes and performs duties which need to be performed although not directly assigned.May be assigned, on a temporary and short-term basis, to other medical offices based on ACP's staffing need.•Demonstrates proficiency with computer systems (e.g., electronic practice management/electronic health record)within 3 months of training as evidenced by the following metrics: patient registration quality, time to check in, cashdraw closing, referral WQ management Completes all tasks on the electronic system required for the job functionconsistently, accurately, and in a timely manner. Demonstrates professionalism in attitude, dress, decorum, andinteraction with patients, clients and co-workers. Adheres to the ACP's dress code.•Arrives on time for assigned shift and maintains a punctuality and attendance record consistent with ACPNY Timeand Attendance policies. Respects patient confidentiality and withholding restrictive information. Demonstratesgood judgment, discretion and ability to problem solve. Contributes to a cooperative, friendly and mutuallysupportive work environment: a team player.•Participates and supports the care team in direct patient care under the supervision of an RN/LPN Supervisor.Performs duties involving direct patient care as assigned by the RN/LPN Supervisor/MD within the framework of ACPpolicies and procedures. Identifies physical, behavioral, and emotional characteristics typical for the age group of thepatient receiving care. Modifies approaches based on patient age-specific needs and responses to treatment.•Performs a variety of patient care functions based on age-specific needs using age appropriate communicationtechniques. Patient care functions include but is not limited, to the following: physical examination preparation,personal history/medications/allergies recording in the EMR, vital signs, phlebotomy, heights, weights, finger sticks,electrocardiograms, head circumference measurements, vision and hearing screening, set up oxygen and suction,pulse oximetry, peak flow testing, Provide PHQ-9 (mental state questionnaire), urine dipstick (excludeinterpretation), and urine pregnancy (exclude interpretation). Chaperones during patient examinations, as needed.Provides medication verification on recently hospitalized patients and ensures recent labs have been scanned.Notifies appropriate staff of patient's status. Documents pertinent patient care information in the electronic medicalrecord•Collects and accurately labels specimens. Prepares specimens and required paperwork for collection by affiliatedlaboratories. Retrieves lab, pathology and diagnostic data from the outside laboratories, collates for upcoming visits.•Ensures that all pertinent equipment is sterilized according to schedule based on the purpose for and use of theequipment. Notifies appropriate personnel regarding any malfunction in equipment. Keep examination rooms neatand clean. Restocks exam/treatment rooms and medical supply inventory on a daily basis.•Completes all necessary forms in an accurate and timely manner.•Assists with various medical procedures, as required, e.g., sigmoidoscopies, colposcopies, and biopsies consistentwith the NY State Nursing Guide to Practice (NYSEDOP).Performs other job-related duties as required.Education, Training, Licenses, Certifications•High School diploma or GED required•Associate degree preferred•Certificate of completion from an accredited Medical Assistant Program required or eligibility to sit for the nationalcertification exam and pass the exam within 18 months of hireRelevant Work Experience, Knowledge, Skills, and Abilities•Minimum 1 year experience as medical assistant in an ambulatory care setting ( R )•Three years' experience as medical assistant in an ambulatory care setting ( P )•Experience and ability to navigate an EMR (Electronic Medical Record) ( R )