Medical Assistant

Key Responsibilities

• Act as the primary liaison between members, providers, and pharmacies to troubleshoot prescription issues, delays, and prior authorizations.
• Communicate effectively and professionally with pharmacies and senior medical staff (e.g., psychiatrists and psychiatric mental health nurse practitioners) to resolve medication access issues.
• Identify recurring medication-related concerns or workflow gaps and proactively escalate patterns or process gaps to the appropriate team.
• Recognize signs of medical emergencies, utilize screening tools to assess risk, and follow established escalation protocols, including contacting 911 when necessary and guiding members through appropriate escalation pathways.
• Field inbounds from members and communicate about medication-related concerns, ensuring they understand prescriptions, dosages, and necessary next steps. You will provide support via answering inbound calls, following up with members on outbound calls, as well as via our app’s secure in-app chat, email or sms.
• Assist with medication reconciliation, ensuring accurate medication records in Affect’s Electronic Health Record (EHR) system.
• Demonstrate critical thinking skills in the review of medical records to ensure accuracy and completeness.
• Assist providers with lab orders, prior authorizations, and documentation.
• Conduct live remote Urine Drug Screens (UDS) or review Urine Drug Screen (UDS) results when needed to assess for medication adherence.
• Maintain familiarity with medication names, interactions, and general healthcare practices to support members effectively.
• Stay up to date with best practices for virtual patient care and telehealth support.
• All customer-facing care roles are expected to cross-train on common member support tasks including scheduling and simple tech support tasks, so members are best equipped to participate successfully in treatment.

Qualifications

• Minimum 4 years of experience as a CMA (Certified Medical Assistant) or RMA (Registered Medical Assistant) in a MOUD or MAT medication-assisted treatment program.
• Minimum 2 years of experience working in a telehealth behavioral health or substance use treatment setting.