Medical Technician, Phone Lines (Medical Assistant)

Job Summary

The Medical Technician, Phone Lines provides first-line telephone and text support and prior authorization processing to patients as part of Medical Support Services, ensuring timely, accurate, and compassionate responses to patient needs. This role is cross-trained to cover Medical Technician duties as needed, in accordance with provider-established guidelines and protocols.

Core Duties & Responsibilities

• Answer inbound patient calls and text messages through the designated platform, resolving or routing inquiries promptly, accurately, and with empathy; schedule and update patient appointments as needed.
• Research, submit, and track prior authorization (PA) requests with payers, completing at least 8 per day while remaining available for calls and texts; communicate PA status and determinations to providers and patients.
• Review and respond to telephone encounters and process incoming documents in the EMR during phone downtime, staying available on the phone system while doing so.
• Meet phone line performance expectations, reviewed monthly with the supervisor: accept at least 80% of offered calls and texts, remain available 6.5 hours per day on each of the call and SMS lines, keep average handle time between 3 and 4 minutes, and maintain schedule adherence of 90% or higher.
• Document call, text, and PA activity accurately and promptly in the Electronic Medical Record (EMR), in accordance with policy.
• Cross-train to serve as backup for Medical Technician duties as needed, including assisting with interventional treatments, patient observation, vital signs, laboratory procedures (drug screens and venipuncture once trained and competent), and maintaining clean, organized patient spaces.
• Collaborate with providers, nurses, and clinic staff; recognize and escalate urgent clinical or crisis concerns to the appropriate clinician per protocol; provide regular updates to supervisors and peers and participate in team meetings, training, and coaching.
• Ensure compliance with all policies and procedures, including patient confidentiality and the requirements of regulatory agencies (e.g., OSHA, CLIA, HIPAA, and the Department of Mental Health and Substance Abuse Services).
• Perform other duties as assigned.

Requirements

Education: High school diploma or equivalent required.

Experience: Two or more years of previous healthcare experience required, preferably in a medical clinic setting. Prior phlebotomy experience preferred. Prior authorization or call center experience preferred. Bilingual English/Spanish abilities preferred.

Certification: Current Medical Assistant or phlebotomy certification preferred. Current Basic Life Support (BLS) certification preferred.

Knowledge, Skills & Abilities

• Working knowledge of applicable regulatory requirements, including HIPAA.
• Effective written and verbal communication skills for demonstrated collaboration, conflict resolution, empathy and emotional intelligence.
• Proficiency with the EMR and common technology tools.
• Time management ability to prioritize workload to deliver high-quality work and meet deadlines.
• Collaborative, service-oriented approach; works effectively with colleagues and patients from diverse socioeconomic, educational, racial, ethnic, and professional backgrounds.
• Commitment to ethical conduct, patient-centered care, and organizational policies.
• Proficiency with Microsoft Office programs (specifically Outlook, Teams, and Excel), the electronic telephone and text platform, and accurate data entry.
• Knowledge of medications, standard medical procedures, and insurance and prior authorization processes, or the ability to learn payer requirements quickly.
• Active listening, attention to detail, and the ability to multitask and remain calm and professional while managing high call volumes and competing priorities.

Physical Requirements

Constantly – Sitting, typing, speaking, hearing, seeing

Frequently – Stress tolerance

Occasionally – Standing, walking, reaching, bending, emotional verbal interaction

Rarely – Lifting/carrying/pushing/pulling (up to 20 lbs.)

When cross-covering Medical Technician duties, this role requires the use of common medical equipment (for example, stethoscope, needles) in the provision of patient care.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.