Job Summary The team member’s primary responsibility is to deliver the most remarkable patient experience in every dimension, every time, while understanding how to contribute to the health system’s vision of achieving this commitment to patients and families. At Novant Health, people are our business. We treat each other with respect and compassion, embracing the differences in our strengths while fostering an environment of inclusion, empowerment, inspiration, and courage. The team member will use Novant Health’s First Do No Harm safety behaviors, error prevention tools, and high-reliability strategies as appropriate to ensure a safe and remarkable patient experience. Additionally, the team member will coordinate and assist the provider to ensure safe, high-quality, and cost-effective service and care for the practice population. Responsibilities Verifies and corrects patient demographics and updates medical insurance or payment sources. Collects and enters co-payments. Supports other duties related to the front desk and scheduling. Demonstrates Novant Health service standards with each patient encounter and delivers remarkable customer service. Patient Education + Reinforces patient education under the direction of the physician. + Identifies risk factors and chronic health problems. + Reports individual data to the patient. + Reinforces provider education regarding patient and family self-care management. Teamwork and Communication + Works within a team to achieve patient and team goals. + Shares and initiates regular and professional communication with co-workers. + Facilitates and/or participates in regular staff meetings. Ongoing Competency + Demonstrates continual competence in clinical duties and responsibilities through an annual review and completion of the UAP agreement with the provider. + Completes annual mandatory education (AME), annual skills assessments, maintenance of basic life support certification, and other mandatory clinical training as required. Lead Duties + Maintains communication with clerical practice departments and physicians to address and respond to issues and concerns. + Acts as the go-to person in the absence of a clerical supervisor. + Models leadership qualities for other team members. + Works with a sense of urgency, ownership, and accuracy to coordinate and assist the provider in ensuring safe, high-quality, cost-effective service and care for the practice population. + May order or assist with ordering clinical supplies, linens, and pharmaceuticals, as well as maintain inventories and required documentation. + Responsible for day-to-day clinical operations. + Attends all clinical lead meetings and reports necessary updates to physicians and clinical staff. + Assists in maintaining clinical compliance in the office, ensuring proper documentation for cleaning logs, sterilization logs, temperature logs, annual safety sharp assessments, controlled substance documentation, and inventory management. + Ensures all required audits and reviews are completed according to established Novant Health policies and procedures. + May enter Verge audits or complete timekeeping duties as assigned. + Develops and implements action plans when Dashboard targets are not met. + May be responsible for orienting new clinical staff in the office. + Schedules clinical staff for CPR certification and recertification as required and implements annual PPD requirements. Human Experience + Provides guidance to team members as they navigate patient concerns through teaching, effective communication, and trust-building behaviors. + Seeks feedback from team members for innovative ideas to enhance the experience for both patients and staff. + Utilizes relationship-building skills through rounding to provide training and coaching to team members on effectively connecting with patients. + Provides guidance, training, and coaching to team members on Always Event behaviors and uses patient feedback to develop innovative solutions to meet patient needs. + Acknowledges team and patient diversity, fostering an inclusive environment by involving others in decision-making. + Ensures team members have the necessary information to educate patients on procedures and processes. + Serves as a role model for the mission, vision, and values through interactions with team members and patients. + Demonstrates Novant Health’s people credo by inspiring passion in team members to care for each other, patients, and the community. Qualifications Education + Required: High school diploma or GED + Required: Certified Medical Assistant (CMA) – Must be a graduate of a Certified Medical Assistant program. Certification must be obtained through the American Association of Medical Assistants. + Required: Registered Medical Assistant (RMA) – Registration must be obtained through the Association of Medical Technologists. Experience + Preferred: Previous experience in a medical setting Refer to the Life Support Training Policy NH-HR-3096. Licensure/Certification + Required: Current certification as a Certified Medical Assistant (CMA) or Registered Medical Assistant (RMA). Job Opening ID 55530