Remote Medical Assistant

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Remote Opportunity

Bilingual Spanish-speaking required

Schedule: Monday, Wednesday, Thursday, Friday, Saturday: 7am to 4pm EST
OFF Sunday and Tuesday

PRIMARY FUNCTION

Answer incoming calls from our patients to provide outstanding customer service in support of our mission, goals, and values.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This list may not include all the duties that may be assigned.

  1. Answer incoming calls by welcoming patients with a professional, upbeat, friendly attitude.
  2. Follow prepared scripts based on call type.
  3. Register new patients by gathering pertinent information and entering XPM system.
  4. Verify insurance coverage and information.
  5. Set patient appointments upon request and identify future visits.
  6. Document accurately and efficiently within all systems (XPM, CRM, EHR).
  7. Document all questions and messages for Clinicians and label them properly using our telephone communication access protocol.
  8. Data entry and maintenance of customer databases.
  9. Properly obtain and confirm patients/caller information abiding by HIPPA law.
  10. Collect all necessary and pertinent information over the phone to facilitate timely and accurate physician follow-up.
  11. Complete any necessary referrals requested by telephone contact for provider approval.
  12. Provide customers with product and service information.
  13. Respond to patient inquiries.
  14. Research required information using available resources.
  15. Communicate with offices when necessary.
  16. Handle customer complaints and other customer support related issues and provide customers with proper solutions.
  17. Meet established standards within all performance criteria.
  18. Attend any necessary training/meetings to be up to date on protocol changes and available training.
  19. Other duties may include, but are not limited to, outbound calls, copying, faxing, etc.

Below are additional functions of the job for Patient Contact Center Representatives that will perform as clinical agents: (This list may not include all the duties that may be assigned.)

  1. Provide medical guidance via telephone using our telephone communication access protocol, clinical triage algorithms, and clinical judgment.
  2. Document all medical advice given over the phone.
  3. Schedule appointments using clinical prioritizing protocols and our scheduling policies.
  4. LPNs and Registered Nurses answer calls and questions from Patient Contact Center Representatives and can triage high acuity patients.

QUALIFICATIONS

EDUCATION:

  • High School diploma or equivalent.

EXPERIENCE:

  • Prefer minimum of one year experience in a call center environment.
  • Knowledge of XPM and CRM system desired.
  • Familiar with automated call distribution, IVR, and skill-based routing systems.
  • Previous customer service experience required.

LICENSURE / CERTIFICATION

  • Representatives that are performing as Clinical Agents require at least one of the following licensures or certificates.
  • MA diploma or certificate (1), LPN (2) or Registered Nurse (3).

KNOWLEDGE, SKILLS, AND ABILITIES

  • Knowledge of XPM/EHR and Contact Recorder desired.
  • Familiar with automated call distribution, IVR, and skill-based routing systems.
  • Must have strong verbal, written, and interpersonal communication skills.
  • Experience with coaching and mentoring employees.
  • Demonstrates ability to work well in a team environment.
  • Strong multi-tasking skills.
  • Attention to detail, accuracy and timeliness are critical.
  • General PC knowledge including Microsoft Office, Internet, and Email.
  • Needs to be proficient in Power Point.

TYPICAL WORKING CONDITIONS

  • Patient-facing
  • May be either full time remote/telework or rotate working in the office and remote/telework.
  • This job must be U.S. based.
  • Working in a professional office environment.
  • The position involves high & frequent call volumes.
  • Environment requires ability to multi-task, communicate clearly & concise, data entry for extended period of times.
  • Will require sitting for long periods of time.

Pediatric Associates Family of Companies is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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