The Medical Assistant is responsible for providing superior customer service for members who contact the health care team for a variety of non-urgent requests to include the processing of forms, letters, laboratory and/or radiology results, referrals, and other administrative requests. Using approved guidelines, the Medical Assistant meets the needs of Kaiser Permanente members within one telephone call (e.g., first call resolution.) The Medical Assistant will identify telephone calls which are medically urgent, or which require medical advice, and transfer those calls to the appropriate functional area. The Medical Assistant is also responsible for clear and appropriate documentation of all phone calls and will document the actions taken to complete members requests. The Medical Assistant coordinates with all members of the healthcare team, including physicians and nurses, as well as a variety of other clinical and administrative departments to resolve members requests in an accurate and timely manner.

• Receives and responds to telephone calls from members involving medical and administrative requests, including referrals, forms, letters, test results, and facilitation of next steps with physicians, nurses, other departments, and outside providers.
• Documents all calls and requests from members in the appropriate system, including the electronic medical record (EMR). Prepares and processes customer requests which require further review or approval within the electronic medical record for completion by the appropriate health care providers.
• Follows up on telephonic and electronic messages regarding member requests, including follow-up instructions left by providers in the members electronic health record, within scope of practice.
• Monitors electronic messaging related to patient and provider requests and inquires within scope of practice and as delegated by LPN/RN. Manages the messages and responds in a timely and effective manner to resolve patient requests and concerns.
• Directs messages and transfers calls if determined to be outside of scope of practice to LPN/RN for management and resolution.

• Minimum three (3) years of experience in a back-office ambulatory setting.
• Experience with an EMR.

• Completion of a Medical Assistant training program of at least six (6) months in duration. Certificate of program completion required at hire.
• High School Diploma or General Education Development (GED) required.

• American Medical Technologists Registered Medical Assistant Certificate OR Medical Assistant Certificate from American Association of Medical Assistants

• Knowledge of medical terminology.
• Excellent customer service and communication skills.
• Ability to work in a fast-paced environment.
• Ability to manage multiple priorities.

• Experience with GRITS system preferred.

• Work from home.

PrimaryLocation : Georgia,Atlanta,Regional Office - 10 Piedmont
HoursPerWeek : 40
Shift : Day
Workdays : Tue, Wed, Thu, Fri, Sat
WorkingHoursStart : 08:00 AM
WorkingHoursEnd : 05:00 PM
Job Schedule : Full-time
Job Type : Standard
Employee Status : Regular
Employee Group/Union Affiliation : GTC|UFCW|Local 1996
Job Level : Entry Level
Job Category : Clinical Support
Department : Regional Office - 10 Piedmont - Appt Svcs-Call Center Advice - 2808
Travel : Yes, 5 % of the Time
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.