Patient Access Center Clinical Medical Assistant

COMMUNITY HEALTH:

Community Health is a primary care network that provides nationally-recognized programs, a focus on wellness, dental, behavioral health and pediatric specialties, walk-in Express Care, a culture of community and quality health care that almost everyone, insured or uninsured, has come to depend on. As an equal opportunity employer, we offer a team-oriented, collaborative work environment for close to 400 employees at eight different locations in Rutland and southern Addison counties. 

ABOUT THE ROLE:

The Patient Access Center Refill Specialist serves as a key member of the Patient Access team, supporting patients and providers by facilitating medication refill requests, ensuring timely communication, and promoting continuity of care. This role is responsible for receiving, reviewing, processing, and coordinating prescription refill requests in accordance with organizational policies, provider protocols, and regulatory requirements. The Refill Specialist acts as the primary point of contact for refill-related inquiries, providing exceptional customer service while collaborating with providers, clinical staff, pharmacies, and patients.

FUNCTIONS OF THE POSITION: 

• Refill Management
  • Serves as the first point of contact for medication refill requests and refill-related patient inquiries.
  • Reviews refill requests for completeness and accuracy prior to provider review.
  • Processes medication refill requests in accordance with approved protocols, provider instructions, and organizational guidelines.
  • Communicates with patients, pharmacies, providers, and clinical staff regarding refill status and medication-related questions.
  • Escalates refill requests requiring clinical review or intervention to the appropriate provider or clinical team.
  • Maintains accurate and timely documentation within the electronic health record (EHR).

• Patient Access Support

  • Answers incoming telephone calls professionally and courteously, providing excellent customer service.
  • Assists patients by addressing refill concerns and directing inquiries to the appropriate department when necessary.
  • Demonstrates knowledge of Community Health services, departments, and provider practices to effectively assist patients.
  • Supports patient access initiatives and workflow efficiencies to improve patient experience.

• Care Coordination

  • Collaborates with providers, nursing staff, pharmacies, and other departments to ensure continuity of patient care.
  • Monitors refill requests to help prevent delays in medication access.
  • Assists with identifying patients who may require follow-up appointments or additional provider evaluation prior to medication renewals.

• Additional Responsibilities

  • Maintains confidentiality and complies with HIPAA and organizational privacy standards.
  • Participates in departmental meetings, training sessions, and quality improvement initiatives.
  • Stays current with medication refill processes, organizational policies, and regulatory requirements.
  • Assists with special projects and other duties as assigned.
  • Supports department goals and contributes to a positive team environment.

SKILLS REQUIRED FOR SUCCESS:

• High School Diploma or equivalent required.
• Medical Assistant Certification or equivalent healthcare experience preferred.
• Minimum of one (1) year of healthcare, medical office, patient access, or customer service experience preferred.
• Experience working within an Electronic Health Record (EHR) system preferred.
• Knowledge of medical terminology, prescription refill processes, and healthcare workflows preferred.

  HOW WE SUPPORT YOU:

• Work Life Balance
• Generous Time Off
• Medical, dental, and vision insurance.
• Health savings account option.
• Robust 403 (b) retirement savings plan, with employer match and 100% vesting schedule.
• Comprehensive Wellness Program.