Virtual Care Medical Assistant (WAH) at Cigna in Memphis, Tennessee

Job Description:

Location: WAH but will travel to CMG clinics as needed.

Job Summary:

The Virtual Care Team Member is an integral part of the overall patient's journey. This role provides ongoing support and follow-up to the patient population served beyond the walls of the physician's office. The Virtual Care Team Member serves as point of contact for patients, medical providers, and clinic staff and is a patient advocate who ensures excellence in the patients experience in their Virtual Care visit. This role is critical to the success of Cigna Medical Group's virtual footprint, consistent with broader strategic goals, and for driving patient volume through telehealth channels.

Role

• Facilitate Virtual Care visits by proactively working with patients to help them successfully activate MyChart and educate them on steps needed for a Virtual Care visit with their medical provider


• Provide timely telephonic support and documentation of Virtual Care visits


• Maintain on-going communication and provide education with provider and practice staff by rounding on clinics and providing on-site support as needed


• Provide patient services, including:
  
  
  • Proactively identifying patients who are not on Mychart and assisting them in getting enrolled
  
  
  • Proactively monitoring clinic schedules for possible visits which could be virtual
  
  
  • Provide outreach to existing patients to ensure they optimize and are prepared for their Virtual Care visit
  
  
  • Effectively utilize EPIC (CMG's Electronic Health Record system) to ensure virtual care visits are being captured effectively
  
  
  • Cross train to be Tier 1 support for Virtual Care calls
  
  
  • Effectively identify any patient issues during Virtual Care visits, troubleshoot the issues, document and escalate them to Tier 2 support as appropriate.
  
  
  
  


• Provide input for all tools and supportive technology (e.g., EHR) to ensure they are being well utilized across all clinics and propose suggestions of this toolkit to better support the patients virtual care experience.


• Troubleshoot and navigate technology issues that patients, medical providers and staff may have during a Virtual Care visit.


• Accept inbound calls from patients who are having issues while also triaging technical issues as appropriate, and log the cases for IT

Qualifications:

• Medical Assistant Front/ Back office experience - 3 years minimum preferred


• Graduated from Medical Assistant Program


• Basic clinical tasks in the offices of physicians, hospitals, and other healthcare facilities


• Experience with EMR system documentation (EPIC experience preferred)


• Data Entry skills


• Strong Communication Skills


• Call Center in a clinical setting preferred


• Organizational Skills


• Time Management Skills


• Experience working directly with patients



• Additional Skills:
  



• Ability to communicate clearly and effectively


• Basic typing skills


• Ability to collaborate with various clinical and technology support roles


• Compassion and empathy towards others


• Ability to work independently


• Have experience and a comfort working within a high-paced, ambiguous, ever-evolving startup environment.


• Have excellent communication skills, including comfort giving and receiving constructive feedback, facilitating tough conversations, interacting effectively with various diverse care teams, and interacting with the general public.



• Preferred:
  



• CMA Certificate


• Bilingual: Spanish, Native American, Vietnamese, Arabic, other


• EPIC and Mychart experience

This position is not eligible to be performed in Colorado.

About Cigna

Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.

When you work with Cigna, you'll enjoy meaningful career experiences that enrich people's lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search #TeamCigna on Instagram.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.