Medical Assistant, Triage

Why Join Us? We are looking for talented and highly-motivated individuals who demonstrate a natural desire to support the meaningful work of community oncologists and the patients we serve.

• The Triage MA monitors and returns calls/communications related to Tennessee Oncology (TN ONC) patients consulting with RN/LPN/APP/MD when appropriate. The Triage MA must recognize physical, psychological, and spiritual aspects of care. While supporting all triage processes, the Triage MA works within their scope of practice as defined by TN ONC policies and procedures.

• Addresses patient calls, portal messages, tasks and emails concerning a wide range of patient care topics in a timely manner. Asks appropriate questions utilizing TN ONC approved algorithms/pathways. Documents recommended/actual interventions
• Recognizes changes in the patient's status and need for care
• Responds to emergency situations/calls and coordinates care/EMS response as necessary
• Collaborates with physicians via electronic communication, face to face, or by telephone to discuss patient care needs that cannot be appropriately addressed using standing orders or practice protocols.
• Utilizes triage care plans/pathways/algorithms for patient care in assigned clinics ensuring quality of service and adherence to standardized procedures/protocols, quality improvement objectives, safety, environmental, and infection control standards
• Provides clear education to patients and caregivers including verifying understanding of instructions/plan
• Counsels patients, family, and/or caregiver about side effects of medication within MA scope, applicable referrals, as well as available community resources
• Notifies patients of normal and or stable lab/test results after MD/APP/RN review
• Encourages patient compliance with supportive and treatment regimens
• Promotes patient self-care responsibility for meeting their own health needs
• Identifies & accommodates patient disabilities & limitations. Accesses resources for interpretive services and/or other needed accommodations
• Adapts personal communication style to meet the needs of the patient and/or other customers in diverse personal, professional, cultural, and socio-economic backgrounds
• Assists with prior authorization for prescription refills if needed
• Coordinates triage efforts with Front Office, Nursing, Patient Advocates/Financial Counselors, Pharmacy and/or other departments to ensure effective/efficient communication to meet patient needs
• Performs charting and updating of records in the EMR as expected
• Knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process
• Participates in and initiates performance improvement activities as requested
• Participates in own professional development by maintaining required competencies, identifying learning needs and seeking appropriate assistance or educational offerings
• Performs other related duties/assignments as requested

Education and Experience:

• Graduate of an approved MA program
• 2-years of relevant experience in oncology and/or telephone triage

• Knowledge of oncology/hematology diseases, treatments, and side effects/reactions of related therapy methods preferred
• Outpatient Ambulatory experience preferred

Skills and Qualifications:

• Strong verbal and written communication skills
• Ability to establish and maintain effective working relationships
• Ability to maintain emotional stability to cope with human suffering, emergencies, and other stresses
• Ability to seek out resources independently and work collaboratively

• Ability to collaborate, set priorities, and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations
• Ability to multitask efficiently
• Ability to communicate clearly with patients, families, visitors, healthcare team, physicians, administrators, leadership and others
• Excellent telephone etiquette
• Must be proficient in written and spoken English

Computer Skills:

• Intermediate to advanced computer skills
• Ability to navigate multiple computer programs and patient/hospital portals simultaneously

Certificates & Licenses:

• AHA/ARC BLS certification required within 90 days of hire if employee works greater than 80% of shifts on-site/in-clinic.  BLS certification is optional for teams working primarily remote.
• MA certification strongly preferred

PHYSICAL REQUIREMENTS:

Physical Activity Required

Amount of time

None

Less than 1/3
(Occasionally)

1/3 to 2/3
(Frequently)

More than 2/3
(Regularly)

Standing

X

Walking

X

Sitting

X

Fingering or manual dexterity

X

Repetitive finger motion

X

Lifting or exerting force

    Up to 50 pounds

X