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QUALIFICATIONS & EXPERIENCE

+ Certified or Registered Medical Assistant (CMA or RMA) required, with a solid understanding of medical terminology, clinical documentation, and healthcare regulations, including medical law/ ethics.

+ Minimum of two (2) years of clinical medical office experience required.

+ Prior experience in hospice, palliative care, oncology, or related fields strongly preferred.

+ Familiarity with end-of-life care, including sensitivity to the physical, emotional, and psychosocial needs of terminally ill patients and their families, is preferred; ability to provide compassionate support and maintain professionalism in emotionally complex situations is essential.

+ Solid understanding of medical terminology and clinical procedures relevant to the MA scope of practice.

+ Accurate and efficient keyboarding and data entry skills.

+ Proficient in the use of multi-line phone systems, standard office equipment, and electronic medical records (EMR); experience with document management systems is a plus.

+ Working knowledge of disease progression, anticipated symptoms, and common approaches to symptom management under the supervision of licensed healthcare professionals; ability to support interdisciplinary care planning and patient-centered goals of care.

+ Proof of current tuberculin testing required. Patient/facility contact will not be allowed until tuberculin clearance is documented.

+ Must be able to read, write and speak English fluently and be able to effectively communicate orally and in writing in internal and external relationships for all essential job functions.

+ Must possess sound judgment and demonstrate strong critical thinking skills and possess the ability to function under stress. Must demonstrate ability to maintain accountability and work independently and creatively while functioning as part of a cooperative, coordinated team.

+ Demonstrated ability to organize, prioritize and manage multiple, competing priorities with great attention to detail, accuracy, tact, and ability to maintain confidential information.

+ Maintains a valid Michigan driver’s license and has the a vailability of a reliable, licensed and insured vehicle for use on the job, vehicle must be insured in accordance with the State of Michigan.

+ Remains up to date on all routine immunizations required by LARA and agency policy.

SUMMARY OF JOB RESPONSIBILITIES

The Palliative Care Medial Assistant (MA) plays a key role on the interdisciplinary Palliative Care Team, actively engaging with patients, families, caregivers, referral sources, facilities and other healthcare providers. This role includes direct support to the Palliative Care Nurse Practitioner, assisting with clinical and administrative tasks. Key responsibilities include managing patient phone calls, triaging concerns, and providing follow-up communication under the guidance of providers and clinical staff. The MA ensures accurate and timely communication with referral partners to support coordination of care and program services.

Additionally, the MA provides high-level administrative support, including provider scheduling, documentation, and general clerical duties. Responsible for updating patient records, educating patients and families on medication, treatments, and care plans, and facilitating appropriate referrals.

RESPONSIBILITIES AND DUTIES

Primary Duties

+ Maintains accurate and up-to-date electronic medical records (EMR) for all assigned patients.

+ Collaborates with community healthcare providers—including primary care physicians, specialists, and ancillary services—to support continuity of care.

+ Communicates patient status updates to community referral sources.

+ Coordinates care with hospital staff, long-term care facilities, and community living providers.

+ Obtains current clinical information from community providers to support accurate patient assessments and treatment planning.

+ Receives and triages incoming calls for the Palliative Care program; address patient needs or escalate appropriately.

+ Completes follow-up tasks after patient visits and triage calls, as directed by the Nurse Practitioner.

+ Processes medication and treatment orders using the electronic prescribing system.

+ Manages insurance prior authorizations for medications and services.

+ Ensures consents and medical documentation are accurately completed and stored in the EMR.

+ Retrieves and shares laboratory results and reports promptly with the ordering provider.

+ Provides support to other Palliative Care MAs and nursing staff as needed, including coverage during PTO or other leaves.

+ Facilitates and hosts monthly interdisciplinary team (IDT) meetings for assigned providers.

+ Utilize the Health Information Exchange (HIE) to coordinate and enhance patient care.

+ Attend department and agency-wide meetings as assigned.

+ Demonstrate a strong understanding and commitment to the philosophy of Palliative Care and the mission and vision of the agency.

+ Ensure compliance with all applicable local, state, and federal regulations, agency policies, HIPAA, and quality standards.

+ Adheres to the organizational Code of conduct and all departmental and organizational policies, procedures, protocols, practices and all regulatory and legal requirements.

+ Adheres to the Centrica Care Navigators’ standards to care for every person, every time, 100% of the time.

+ Actively participates in organization-wide performance improvement activities.

+ Adheres to Centrica Care Navigators’ standards of personal and professional conduct.

+ Demonstrates an understanding of and commitment to the Palliative Care philosophy, agency mission, and vision.

+ Ensures that all necessary information is shared with appropriate personnel.

+ Adheres to Centrica Care Navigators’ Workplace Safety Program.

+ Understands and complies with Hospice Medicare and Medicaid conditions of participation.

+ Complies with applicable local, federal, and state regulations, Quality Partners standards, compliance guidelines, privacy protections and protected health information.

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.

SPECIALIZED SKILLS

+ Ability to operate standard office equipment including but not limited to computers, copiers, calculators, and facsimile machines.

+ Excellent oral and written communication skills.

+ Excellent organizational skills.

+ Excellent internal and external organizational sensitivity.

+ Advanced knowledge of computers, word processing, and spread sheet applications. EMR experience is highly desirable and the ability to input and retrieve data from the organization’s computerized systems.

+ Requires understanding of medical terminology.

+ Proficient on keyboard with high degree of accuracy

+ Knowledge of clinical skills as required with Medical Assistant Certification/Registration. Effective problem-solving and prioritization skills. Must possess excellent interpersonal skills and process information in a confidential manner. Must be able to communicate clearly and effectively with patients, providers, and other staff; Ability to maintain patient confidentiality; ability to work independently and function as an integral team member with other healthcare professionals.

WORKING CONDITIONS

+ General office.

+ Frequent use of phones, computer, and office equipment.

+ Must have the ability to occasionally work extended days, as necessary,

PHYSICAL REQUIREMENTS

A typical eight (8) hour workday includes intermittent sitting, standing, walking, bending, reaching, twisting, and repetitive hand motions associated with writing and computer keyboard typing.

The physical demands of the position include vision, effective speech and hearing for extensive

telephone contact; repetitive motion; traveling; driving or riding in motor vehicle for extended periods; standing, sitting, walking, bending, reaching, and stretching; lifting up to forty-five (45) pounds unassisted and the ability to assist in lifting patients using appropriate lifting techniques and/or devices.

CONTINUING EDUCATION REQUIREMENTS

Hospice personnel are expected to participate in appropriate continuing education as may be requested and/or required by their immediate supervisor. In addition, Hospice personnel are expected to accept personal responsibility for other educational activities to enhance job-related skills and abilities. All personnel must attend mandatory educational programs.