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CMA Clinical Messaging Contact Center

St. Paul, Minnesota 55117

Job ID: 10787 Category: Professional

Job Description

  • Maintains knowledge of, and complies with, all relevant laws, regulations, policies, procedures and standards.
  • Actively participates in creating and implementing improvements.
  • Partners with clinic staff, call center staff, clinicians and patients to provide professional, quality medical care.
  • Completes daily tasks, which may include scheduling responsibilities, including documenting in the clinic electronic health record.
  • Performs job responsibilities following established protocols and procedures.
  • Provides centralized telephone clinical support.
  • Answers incoming clinical related calls via computer-based phone system.
  • Gathers accurate information during phone encounters with patients.
  • Returns phone calls promptly under direction of clinician.
  • Demonstrates and promotes understanding of high quality patient care; utilizes evidence based medicine and partners with provider and staff to provide optimal patient care.
  • Answers all incoming phone calls in a timely manner and resolves or directs to the appropriate team or individual via computer based phone system.
  • Utilizes several computer systems accurately and efficiently.
  • Reports To: Supervisor Contact Center or designee..         



  • Essential: Attention to Detail: Achieves thoroughness and accuracy when accomplishing a task.
  • Computer Skills Basic: Ability to use a computer and applications that are associated with performing basic work tasks (navigate in Windows, Outlook, etc).
  • Interpersonal Communication: Skilled in developing effective rapport with customers, co-workers, or families, actively listening to develop a positive connection.
  • Ability to interact effectively, listen actively and develop positive working relationships with diverse customers and staff honoring different world views.
  • Patient Education: Provides patient educational information appropriate to the developmental level, learning needs, readiness, cultural values, and beliefs of patients and families.
  • Patient Safety: Demonstrates practices that support safety with recognition of variations in populations served, preventing harm to patients, families, employees, and themselves.
  • Problem Solving: Identifies problems; determines accuracy and relevance of information; utilizes appropriate tools and staff resources along with sound judgment to generate and evaluate alternatives, and to make recommendations.
  • Professional Practice: Demonstrates behavior consistent with the standards, scope of practice, ethics, and characteristics of a licensed professional.
  • Written Communication: Ability to organize and express information and ideas in written form to individuals as well as groups.
  • Construct messages that are clear and convincing.
  • Trade or Vocational Certification Completion of an accredited Medical Assistant program. Credentials Essential: Description: Certified Med Assistant (CMA)
  • Qualification Source: American Association of Medical Assistants Description: Basic Life Support (BLS)
  • Qualification Source: American Heart Association Description: Registered Medical Assistant (AMT)
  • Qualification Source: American Medical Technologists Credential Comments: Either CMA Certification from AAMA or Registered Medical Assistant from AMT required for CMA position within 6 months from date of hire. Either CMA Certification from AAMA or Registered Medical Assistant from AMT required for CMA position within 6 months from date of hire.
  • Experience: 1 year of Medical Assisting experience required, preferably in a clinic setting. 1 to 3 years of Medical Assisting experience preferred.
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