Medical Assistant

Summary: The Medical Assistant serves as the primary administrative and clinical support to the medical team, ensuring efficient coordination of psychiatric medication management services for both adult and youth programs. This role is responsible for scheduling appointments, facilitating communication between patients and providers, managing medical documentation, coordinating laboratory services, and supporting medication-related administrative processes to ensure timely, compliant, and high quality patient care. This position plays a critical role in supporting the medical team by ensuring patients receive timely medication management services, maintaining efficient clinical operations, and promoting quality care through effective communication, coordination, and administrative excellence.

Primary Job Responsibilities

Patient Coordination & Scheduling

• Schedule, confirm, and coordinate medication management appointments for adult and youth patients.
• Maintain provider schedules to maximize appointment availability and continuity of care.
• Contact patients regarding upcoming appointments, cancellations, no-shows, and rescheduling.
• Serve as the primary liaison between patients, providers, pharmacies, and clinical staff.

Patient Communication

• Respond professionally and promptly to incoming telephone calls, voicemails, and patient inquiries.
• Triage non-emergency patient concerns and route clinical matters to the appropriate provider.
• Communicate provider instructions, appointment reminders, and follow-up recommendations to patients.

Medical Documentation

• Receive, review, and upload laboratory results, diagnostic reports, and other medical documentation into the Electronic Medical Record (EMR).
• Ensure all documentation is complete, accurate, and uploaded in a timely manner.
• Maintain patient confidentiality in accordance with HIPAA and organizational policies.

Administrative Medical Support

• Prepare and process Medical Necessity Letters and other clinical documentation as directed by providers.
• Complete insurance prior authorizations for medications, laboratory services, and other medically necessary treatments.
• Coordinate with pharmacies and insurance companies to resolve authorization issues.
• Track authorization requests and follow up to ensure timely approvals.

Clinical Coordination

• Coordinate provider-directed laboratory testing, including specimen collection scheduling and follow-up.
• Schedule and coordinate in-office laboratory services, drug screenings, and injectable medication appointments.
• Assist providers in preparing patients for clinical services and ensure appropriate documentation is completed.
• Monitor outstanding laboratory orders and notify providers of completed results.

Care Coordination

• Collaborate with providers, clinical staff, care coordinators, and administrative personnel to ensure continuity of care.
• Assist in coordinating referrals and follow-up services as directed.
• Ensure timely communication between all members of the treatment team.

Compliance & Quality

• Maintain accurate patient records in accordance with organizational, state, and federal regulations.
• Follow all HIPAA, OSHA, and infection control standards.
• Participate in quality improvement initiatives and departmental meetings.
• Perform other duties as assigned to support medical operations.

Education/Experience

• High school diploma or GED required.
• Certified Medical Assistant (CMA) or Registered Medical Assistant (RMA) preferred.
• Minimum of one (1) year of medical office or outpatient behavioral health experience preferred.
• Experience using Electronic Medical Records (EMR) systems.
• Knowledge of medical terminology and insurance authorization processes.
• Strong organizational and multitasking abilities.
• Excellent verbal and written communication skills.
• Ability to maintain confidentiality and professionalism in a fast-paced healthcare environment.

Preferred Qualifications

• Experience working in behavioral health or psychiatry.
• Familiarity with Medicaid and commercial insurance prior authorization processes.
• Experience coordinating psychiatric medication management services.
• Knowledge of laboratory workflows and injectable medication administration coordination. Knowledge, Skills, and Abilities
• Exceptional customer service and patient engagement skills.
• Strong attention to detail and organizational abilities.
• Ability to prioritize multiple responsibilities while meeting deadlines.
• Proficiency in Microsoft Office Suite and Electronic Medical Record systems.
• Ability to work collaboratively with multidisciplinary teams.
• Strong problem-solving and critical-thinking skills.
• Commitment to delivering compassionate, patient-centered care.

Physical Requirements

• Ability to sit, stand, and walk for extended periods.
• Ability to use standard office equipment and computers.
• Ability to occasionally lift up to 25 pounds.
• Ability to perform duties in both office and clinical settings.

Values

• Do the Right Thing- Doing what’s right starts with integrity. It means being honest about your actions, your intentions, and how you treat people - especially when no one’s watching.
• Own It- Everyone has a part. If you’ve been trusted with something, it’s because it’s yours to manage. When we all take care of our piece, everything runs like it should.
• Serve First- This is the foundation. It’s about having a mindset to give - not take. If your first instinct is to help, you’re already on the right track.
• Choose Solutions- You always have a choice. Our strength is in choosing what moves us forward. Be someone who solves, and choose what helps, not what hurts.
• Lead with Respect- You can’t lead others if you don’t respect yourself first. Respect shows up in how we speak, how we act, and how we care for people. Leadership starts inside.
• Commit to the Goal- The plan might shift. The process might change. People might come and go. But the goal stays the goal. Get there - and make sure we’re getting there together.