Position Summary

The Medical Assistant/Customer Service Representative (CMA/CSR) is a dual-function role responsible for delivering direct patient care while also supporting front-desk administrative functions. This position ensures smooth clinic operations and excellent patient experience by combining clinical proficiency with exceptional customer service.

The CMA/CSR works collaboratively with providers, nurses, administrative staff, and external partners to ensure efficient patient flow, accurate data collection, quality care, and effective communication. Responsibilities include assisting with medical procedures, managing patient documentation, handling insurance verification, scheduling, and front-desk reception duties.

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Responsibilities and Duties

Clinical Duties (CMA):

• Provide direct patient care under the supervision of a provider or licensed nurse.
• Administer medications as ordered and perform venipuncture for lab work.
• Document patient interactions, treatments, and observations accurately in the EHR.
• Assist with patient exams, procedures, and discharge processes.
• Maintain clean, organized, and fully stocked exam rooms and medical equipment.
• Respond promptly to emergencies and assist in triage efforts.
• Follow OSHA and other regulatory guidelines for workplace and patient safety.
• Ensure high attendance and active engagement during clinical hours.

Administrative Duties (CSR):

• Greet patients and visitors in a courteous and professional manner.
• Register patients accurately and collect required documentation including IDs and insurance cards.
• Verify insurance eligibility and calculate/co-collect co-pays or outstanding balances.
• Schedule, confirm, and cancel appointments efficiently while managing provider schedules.
• Answer and route incoming calls; take messages and provide information as needed.
• Maintain accurate and up-to-date patient records in the electronic health record (EHR) system.
• Process medical records requests according to HIPAA guidelines.
• Support patient education by explaining office policies, available services, and financial assistance options.
• Collect and scan documentation such as SFS applications, consents, and Release of Information forms.
• Perform daily reconciliation and cash drawer balancing at the end of each day.

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Qualifications

Knowledge, Skills, & Abilities

• Must be able to remain in a stationary or standing position for extended periods.
• Able to lift and move up to 30 lbs. occasionally.
• Requires physical and mental stamina to remain alert in a fast-paced outpatient setting.
• Manual dexterity requires medical instruments and office equipment.

• Adherence to Medical Associates Plus policies, procedures, and code of conduct.
• Commitment to patient confidentiality, quality care, and continuous improvement.
• Flexibility to adapt to changing patient volumes, staffing needs, and organizational priorities.
• Willingness to perform other duties as assigned.

Education

• High school diploma or GED required.
• Graduate of an accredited Medical Assistant program required; certification (AAMA, AMT, NCCT, or NHA) preferred.

Experience

• At least one year of combined experience in a medical assistant and/or front desk customer service role in a healthcare setting is preferred.
• Current CPR (BLS) certification required.
• Proficiency in EHR systems (eClinicalWorks preferred).
• Excellent written, verbal, and interpersonal communication skills.
• Ability to multitask, prioritize duties, and maintain professionalism under pressure.

Working Environment

• Work performed in an outpatient primary care clinic with adequate lighting and climate control.
• Frequent exposure to communicable diseases, bodily fluids, and hazardous materials (biological, chemical, and low-level radiation).
• Exposure to “sharps” and unpleasant odors from clinical specimens.
• May work in a windowless environment.
• Frequent moderate noise levels due to phones, equipment, and patient interactions.
• Occasional interactions with patients, family members, or visitors who may be emotionally distressed or agitated.
• Requires moderate physical exertion and prolonged periods of standing or sitting.

Disclaimer

The above is intended to describe the job functions, the general supplemental functions and the essential requirements for the performance of this job. It is not to be construed as an exhaustive statement of supplemental duties, responsibilities, or non-essential requirements.

Medical Associates Plus is an Equal Opportunity Employer and does not discriminate against any employee or applicant because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, veteran status, basis of disability or any other federal, state or local protected class.