GENERAL SUMMARY OF DUTIES:  Provides administrative and patient support to assigned physicians within the practice.

SUPERVISION RECEIVED: Reports to Clinical Director, Practice Administrator and physician(s).

SUPERVISION EXERCISED: None.

FLSA STATUS:  Non-Exempt (Hourly with overtime)

ESSENTIAL FUNCTIONS:

1. Triages patient and pharmacy phone calls. Returns “actionable” calls. Call volume can exceed 300 per week.
2. Verifies medication requests, prepares prescriptions for physician signature, and handles refill requests within 24 hours.
3. Obtains prior authorizations for medications.
4. Enters data into electronic charts related to calls and physician inquiries.
5. Charts all calls received and the action taken.
6. Makes sure documentation is complete (with regard to information generated by the assistant) before the patient’s next visit.
7. Performs crisis intervention and routes calls appropriately.
8. Upholds all HIPAA Privacy and Security protocols and reports any inadvertent improper disclosures to the office manager.
9. Performs other related duties as assigned or on an ad hoc basis.

EDUCATION: Psychology degree (2 or 4 year), nurse (LPN or RN) credentials, or medical assistant credentials required. 

EXPERIENCE:  Minimum of 2 years physician support experience in medical practice. 

KNOWLEDGE:

1. Basic understanding of medication scripting and distribution rules and regulations (e.g., controlled substance versus non-controlled substance) is required.
2. Crisis intervention phone triage knowledge is a plus.
3. Strong understanding of physician workflows, including paperwork processing requirements to complete the medical record is required.

SKILLS & ABILITIES:

1. High attention to detail, ability to multi-task, and the proven ability to complete tasks on time is paramount.
   1. The ability to prepare routine paperwork in a timely manner is required. 
   2. Ability to maintain records in an orderly and complete manner is critical. Must be extremely organized.
   3. Ability to analyze and solve problems by using good clinical judgment is required.
   4. Ability to minimize patient call time and move through a heavy workload efficiently and effectively is mandatory.
   5. Ability to work through dozens of calls and messages each day while performing other tasks in a timely manner.
2. Excellent interpersonal skills and the ability to communicate clearly and concisely with physicians is required.
3. Excellent interpersonal skills and the ability to communicate calmly, clearly and concisely with very agitated patients is required.
4. Ability to handle a large quantity of work in an occasionally stressful environment with a positive attitude is critical.
5. Substantial skill in using computerized programs and applications is required.
6. Ability to establish and maintain effective working relationships with physicians, external consultants, and co-workers is required. 
7. Ability to prioritize patient and hospital needs as directed by the physician regardless of what the patient or hospital states is a priority yet maintain professionalism when the patient or hospital disagrees with your timeliness.

PHYSICAL/MENTAL DEMANDS:

1. Work may require hand dexterity for office machine operation, stooping and bending to files and supplies, or sitting for extended periods of time. 
2. Possible eyestrain from significant computer usage.
3. Work will be stressful at times dealing with agitated patients.
4. Work may require long hours on a daily, weekly or monthly basis in order to meet patient and physician needs.  Some overtime is expected. 

EVIRONMENTAL/WORKING CONDITIONS:

1. Work is performed in a typical, well-lighted office environment. 
2. Work involves frequent contact with physicians, staff, patients, and hospitals.