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Maintains a higher degree of technical expertise than Medical Assistant I and serves as role model to Medical Assistant I’s.

Able to problem-solve and serve as a resource to other Medical Assistants.

Manages patient flow, access and scheduling for clinicians to optimize patient appointment availability and serves in a dedicated capacity to one or more clinicians.

Manages clinicians’ daily schedule to expedite care and maximize clinical time.

Determines urgency and priority of walk-ins, add-on patients and patient consults.

Coordinates the practice when clinicians are unavailable.

Ensures calls are responded to properly and clinicians receive necessary information.

Sorts, manages and reviews clinician mail (may be paper or electronic).

Maintains and screens My Health messages. Addresses incoming questions when appropriate.

Monitors practice issues and problems. Identifies and resolves concerns regarding patient satisfaction, patient flow, and compliance with procedures and guidelines. Advocates for patients as appropriate.

Identifies and assists in resolving patient concerns and operational difficulties. Informs supervisor of outstanding issues in the practice.

Handles patients and third party requests (i.e. worker’s compensation, government and social services) for documentation of medical information, such as health status, worker’s compensation related care, and return to work authorizations.

Completes forms needed for visits and submits to MD for review.

May need to review patient record for missing information. Verifies prior authorizations.

May perform templating of clinicians’ schedules.

Under supervisor direction makes adjustments to templates and coordinates rescheduling of patients.

May serve as departmental float position rotating among departments.

This requires learning the operational issues and practices of multiple areas.

Float responsibilities may be within either primary care or specialty departments.

Participates in care improvement activities as expected, such as Rapid Improvement Events (RIEs), Value Stream Analyses (VSAs), and Managing of Daily Improvements (MDIs).

Trains and orients new staff as needed.

May also be involved in interviewing and on- boarding of new staff.

Provides back-up coverage for other support staff as necessary.

May represent department on groups and teams related to upgrades of the electronic medical record.

Performs duties of Medical Assistant I.

Performs other duties as assigned.

High School diploma or equivalency certificate (e.g. GED, HI SET, TASC Test) from an accredited

institution or governmental unit required. Associate's degree in medical assisting or graduate of medical assistant certification program preferred. American Heart Association Basic Life Support (BLS) required. Advanced Cardiac Life Support (ACLS) may be required based on specialty.

A bachelor’s or other non-clinical degree combined with an interest in healthcare and excellent problem-solving, multi-tasking, technology-literate skill sets can at times be substituted for medical assistant certification or work experience.

Experience acquired through three years in a clinical setting with at least one as a Medical Assistant.

Computer experience required with the ability to use word processing and spreadsheet programs. Electronic medical record (EMR) experience and/or aptitude to master the EMR based on other technology experience required.