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Medical Assistant - Patient Support

Optima Dermatology

Optima Dermatology

Customer Service
Portsmouth, NH, USA
Posted on Tuesday, June 11, 2024

Multi-site Dermatology Group Seeks Remote/Hybrid Medical Assistant

Optima Dermatology is recruiting a Remote/Hybrid Medical Assistant to join our Patient Services team, based in Portsmouth, NH. Fully remote opportunities available for folks based in FL, IL, IN, MA, ME, NC, NH, OH, PA, or VA.

About Us

Founded by a team of board-certified dermatologists and healthcare leaders, Optima Dermatology & Medical Aesthetics is a network of practices dedicated to medical dermatology, Mohs surgery, aesthetics, and clinical research. With practices throughout Indiana, Ohio, New Hampshire, and Maine, we are committed to increasing access to expert dermatology care and delivering an unparalleled patient experience. Our family of practices include Optima Dermatology, Optima Research, Advanced Dermatology and Skin Cancer Center, The Dermatology Center of Indiana, The Indiana Clinical Trials Center, and The Indiana Skin Cancer Center.

Our Mission

Optima Dermatology & Medical Aesthetics is revolutionizing skin care. Our mission centers on creating greater access to expert dermatology care and delivering an unparalleled patient experience. With a focus on excellence and innovation, our world class team is highly engaged, mission-driven, and inspired to set the new standard in dermatology. Our guiding principle is to treat each and every patient as we would want our friends and family to be treated, and we are committed to being your trusted experts in all aspects of skin care.

Position Details:

A remote Medical Assistant on the Patient Services team is responsible for providing world-class customer service to all callers, Optima Dermatology patients and community members. The Medical Assistant will support patient/caller needs and internal providers and practices within their scope of practice. Their general work will include answering incoming calls, attending to voicemails, as well as internal back of office calls and voicemails from our practices. They will listen to and respond to patients utilizing technology and approved materials. They will also relay the provider’s instructions, schedule patients for our practices communicate with the providers and patients, while adhering to established policies and procedures, maintaining confidentiality, and complying with HIPAA standards. Additional responsibilities may include serving as an internal service support, assisting with provider schedule adjustments and other administrative needs of our practices.

This role currently reports directly to the Medical Assistant Team Lead.


  • Answer all back office incoming calls and voicemails for practices as needed
  • Understand our provider preferences and schedule patient visits in accordance with established procedures. Confirm, cancel, and reschedule appointments. Assist patients with instructions to complete forms, register for portal access, and set appointment expectations
  • Understand marketing efforts promotions and campaigns, support these efforts through patient interactions, resulting in achievement of expected appointment conversions
  • Review pathology and lab results with patients per provider’s instructions
  • Schedules office appointments and surgical procedure appointments as necessary, and urgent visits as appropriate
  • Phone prescriptions and refills to pharmacy according per provider’s instructions, including initiation and management of prior authorizations as directed
  • Knowledgeable of all products and procedures in our offices and demonstrates competency in providing an overview to patients
  • Follows up with patient’s post-visit for future visit scheduling
  • Provide patient instructions verbally or in writing when necessary for post care per provider Instructions
  • Demonstrate effective call handling, including deescalating patients. Appropriately identifies and escalates priority situations including patients experiencing adverse reactions
  • Consistently operate within and is measured on ability to build rapport, actively listen, follow up and manage patient correspondence, internal and external communication, service and support, critical thinking, planning, and problem solving
  • Consistently achieve the expected goals including but not limited to completion of assigned daily activities, schedule adherence, availability, appointment conversions, product knowledge, quality, and compliance
  • Work as a collaborative team member within a distributed organization demonstrated by communicating effectively with leaders, providers, practice staff and co-workers. Participate in team/staff meetings and maintain a positive attitude
  • Demonstrate in-depth knowledge of all departments at Optima
  • Follow all HIPAA guidelines and complies with annual training and understands and operates within the associated scope of practice of a Medical Assistant as outlined by company and state applicable guidelines
  • Demonstrate our values In Interactions, empathy, and sensitivity towards patient/family rights
  • Comply with departmental standards regarding training, professional development, communication, management of workload, and safety/emergency situations
  • Ability to attain basic competencies in operation of computer software Including scheduling programs, electronic health records, and computerized telephone system
  • Demonstrate strong Interpersonal skills, excellent written and verbal communication, and adheres to documentation expectations
  • Maintain compliance with attendance and punctuality requirements and policies outlined in the employee handbook
  • Other duties as assigned

Minimum Qualifications:

  • High School Diploma/GED required. Some college preferred
  • Certified, Registered, or licensed Medical Assistant with a combination of education and experience
  • Maintains Medical Assistant Certification with required CEUs
  • 2 years’ experience in a medical office practice required
  • Experience with ModMed or similar EMR preferred
  • Excellent time management skills and ability to adjust priorities a must
  • Knowledge of sales/sales experience preferred
  • Prior dermatology/ medical aesthetics experience preferred
  • A minimum of two years’ customer service/ patient support experience and genuine interest in people required
  • Must have strong computer skills, proficient In Microsoft Office programs