Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. Dignity Health Medical Foundation is an affiliate of Dignity Health – one of the largest health systems in the nation - with hospitals and care centers in California, Arizona and Nevada. Today, Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive healthcare services to the many communities we serve.

This position provides support to both front and back office functions in Behavioral Health. Supporting the psychiatrists the AACI provides a basic level of medication triage and support services and takes vital signs from behaviorally disordered adults and children who are patients of the Private Side of the Behavioral Health Department. In the front office this position is the first point of customer service contact for clients families and visitors. The position performs all reception collection and updating of demographic and insurance information eligibility verification collection of copays telephone reception and message relay. The position also files documents in the electronic health record maintaining knowledge of confidentiality and the process for release of medical records. This position is an integral member of the care management team supporting quality medication management and clinical problem solving functions in concert with the other medical staff and psychiatrists. Depending upon the current staffing mix and business needs this position may float to any and all BH Administrative Support Representative front office functions.

Essential Duties and Responsibilities:

BACK OFFICE: Processing live calls using detailed template/protocol to gather complete information. Clear voice mail and send tasks. Send Medication Refill tasks to MD. Handle Prior Authorization requests. Take faxes for refills enter and send Refill task to MD under direction of licensed providers. Notify patients that their refill requests have been handled. As directed by the Provider may refer patients or initiate charitable care and special assistance applications. Observe/listen to patient interactions and record interventions in the medical record. Administer injections. Manage the psychiatrists cancellation lists. Respond to patient pharmacy or MD requests for information that come by phone or by fax. If by phone clear patients voice mail messages and refer to licensed coworker for triage. Check fax machine and task bucket regularly for pharmacy refills and triage appropriately. Maintain effective communication with patients. If necessary call patient back to complete information needed prior to LPT/MD call back. Prepare all information necessary for requests requiring LPT/MD intervention. This includes:Prepare/update chart (import labs and provide vital signs) for each patient requiring intervention and documenting all key interactions with the patient. Check and log appointment status prescription refill status frequency of refills of controlled substances and missed appointment history. For uncomplicated refill requests get MD sign-off or verbal order and phone/fax refill request to the pharmacy. Fax MD special assistance requests to pharmacies. After MD or LPT completes service call patient to confirm requested service has been completed. Document all key interactions in patient chart adhering to documentation standards and policies. Initiate patient assistance applications for pharmaceutical company courtesy prescriptions. Assist in managing cancellation list and scheduling patients into vacant slots. Complete tasks using templates and office procedures and secure appropriate sign-offs. Collaborate with front office staff to assure back up is available if LPT or other staff is away for scheduled or unscheduled absence.

FRONT OFFICE: Answer phones per policy and script gather al patient information per policy register and arrive patients accurately collect copayment and manage cash drawer verify insurance information and document messages as appropriate. Able and willing to float to any front or back office position as staffing needs dictate. Able to learn quickly and retain detailed information with accuracy. Able to deliver excellent customer service and maintain calm presence under pressure. This position may have access to third party credit card information and transactional systems (cash registers point of sale devices applications supporting credit card transactions and reports or other documents containing credit card information) from single transactions or a single card at a time.

High School diploma or equivalent

Satisfactory completion of a formal Medical Assistant program pursuant to the Division of Allied Health Professions or military training (Medical Assistant Diploma Required) 

Training completed as a Medical Assistant

Minimum of 1-2 years medical office experience with care of medical or psychiatric patients and demonstrated ability to engage with patients with behavioral problems

American Heart Association issued BLS card 

Ability to utilize computer and learn all software to support job functions

Medical terminology familiarity with CPT and ICD-9 coding procedures and reference tools

Experience working in mental health outpatient and /or inpatient settings

Knowledge of psychotropic medications

Familiarity with an electronic practice management system is preferred

**This position is represented by the SEIU-UHW.**