LEAD MEDICAL OFFICE ASSISTANT

About Whitman-Walker Health

Whitman-Walker envisions a society where all people are seen for who they are, treated with dignity and respect, and afforded equal opportunity to health and wellbeing. Through care, advocacy, research, and education, we empower all people to live healthy, love openly, and achieve equality and inclusion. For over 50 years, we have been meeting the needs of our communities with the endless dedication of our diverse teams

Job Summary 

The Lead Medical Office Assistant collaborates with the patient and their care team to ensure patients have access to internal and external specialty care, home health care, radiology services, durable medical equipment, prescription refills/renewals. The Lead Medical Office Assistant supports patients in navigating the health care system through scheduling, prior authorization process, completion of required forms, receipt of records, and tracking receipt of service, device, and/or prescription

The Lead Medical Office Assistant provides advanced administrative and clinical support while serving as a resource and point of coordination for medical office assistant staff. This role supports daily clinic operations by assisting providers with patient care, coordinating workflows, and ensuring efficient patient flow throughout the practice. The Lead Medical Office Assistant helps maintain high standards of patient service, accuracy in documentation, and compliance with organizational policies and clinical procedures.

In addition to performing core medical office assistant duties, the Lead Medical Office Assistant provides guidance, training, and day-to-day support to team members. This role assists with onboarding new staff, reinforcing established workflows, and helping address operational issues to ensure consistent and effective clinic operations. The Lead Medical Office Assistant collaborates closely with clinical leadership and management to promote teamwork, improve processes, and support the delivery of high-quality, patient-centered care.

Core Whitman-Walker Primary Essential Duties

• Performs and behaves in accordance with Whitman-Walker’s mission, cultural norms and core values of dignity, respect, affirmation, and humility.
• Maintain a respectful, non-judgmental, and compassionate manner with patients/clients/staff.
• Demonstrate excellent customer service by identifying and exceeding customer requirements.
• Demonstrate teamwork by assisting other members of the integrated care team as needed in support of patient care.
• Adhere to Whitman-Walker policies and procedures, with special attention given to HIPAA requirements.
• Maintain data integrity through conscientious use of relevant tools and employing a system of checks and balances.
• Demonstrate organizational skills necessary to multi-task, meet deadlines and re-prioritize as needed.
• Participate in organizational quality and performance improvement activities. 

Role Specific Primary Essential Duties:

• Serve as a resource and point of support for Medical Office Assistant staff, answering questions and providing guidance on workflows and clinic processes. 
• Support onboarding and training of new Medical Office Assistant staff to ensure understanding of clinical workflows, policies, and expectations with support of management. 
• Monitor daily administrative operations and assist in resolving workflow or operational issues with MOA Manager, to maintain efficiency and patient satisfaction.
• Member of the onsite care team providing administrative support using all required modalities including but not limited to external patient scheduling as needed, scanning and uploading patient forms and documents that MOA assists with, obtaining clinician signatures, and coordinating the completion of all required forms for procedures, durable medical equipment, medical and radiology prior authorizations, and radiology and specialty referrals, coordinate obtaining signatures for forms including for home health continuation/re-certification and sending the form to the appropriate agency.
• Supports team members in the maintenance of specialty care referral locations to provide to insured and uninsured patients as well as locations stored in the EMR.
• Efficiently and accurately documents and maintain records within the Electronic Medical Record (EMR) based on WWH guidelines and standards.
• Contacts patient insurance plans through all required modalities to obtain prior authorization for prescriptions including those administered onsite, excluding medications handled by pharmacy techs.
• Connects un/underinsured patients to available resources for specialty care and radiology services.
• Meet with interdisciplinary team daily via huddles, meetings, and/or electronic communication to promote efficiency and patient care.
• Responds to voicemail messages that are received directly or forwarded from a ring-all number provides information or relays messages to clients and medical staff.
• Other duties as assigned.

Budget Responsibilities

N/A

Management Responsibilities

N/A

Role Specific- Knowledge, Skills and Talents Required:

• Fluency in medical terminology.
• Knowledge of EPIC preferred.
• Knowledge of CPT-4/ICD coding.
• Knowledge of standard medical office/clinic procedures.
• Ability to build relationships with outside providers, insurers, and healthcare facilities to facilitate the referral process.
• Excellent communication skills, in person, in writing and via telephone to diverse audiences such as patients, clients, other employees and providers. 
• Demonstrated ability to work in a fast-paced, complex work environment with competing priorities. Ability to manage time and effort to meet strategic objectives and complete work.
• Strong organizational skills and ability to maintain important records an accurate, timely and confidential manner.
• Knowledge of general office terminology, standards, practices and demands.
• Strong word processing, proofreading, and database management skills.
• Sensitivity to all areas of diversity, including HIV status, race, ethnicity, ability, age, sexual orientation and gender identity.
• Ability to work independently with minimal supervision.
• Knowledge of principles and processes for providing excellent customer service, both internal and external.
• Knowledge of all applicable WWH policies and procedures.
• Knowledge of healthcare information systems with the ability to adapt to new insurance eligibility, electronic medical record, and population health platforms.
• Ability to adapt to changes in the service delivery model, re-prioritizing as necessary.
• Flexibility to work various shifts, including afternoon and evening shifts as necessary.
• Flexibility to work within the organizations’ various locations as necessary.
• Commitment to health equity.

Education and Experience Required

• 2 or more years' work experience required.
• 3 or more years of experience in the medical field preferred.
• High school diploma or equivalent required; bachelor’s degree preferred.
• Valid Medical Assistant Diploma/Certificate preferred.
• 1 or more years of experience working with a broadly diverse population and ability to work harmoniously with diverse groups of individuals required.
• 1 or more years of experience working with members of the Lesbian, Gay, Bisexual, Transgender, Gender Expansive, Queer, Asexual, Intersexed communities preferred.
• 1 or more years of experience working with people living with HIV or issues related to HIV care preferred. 

Working Conditions:

Working conditions for this position are normal for an office environment. Individuals may be required to work evenings and / or weekends and organization events.

Physical Demands:

• Lifting: No more than 20 lbs. and infrequently. 
• Movement: Standing and sitting for long periods. 
• Visual: Long periods on computer.
• Concentration: Extended periods of engagement with computer systems where concentration is key to accuracy in data entry. Intermittent periods of engagement with a telephone system to respond to inquiries where concentration is key to task performance.
• Communication: Direct and indirect communication. Written and verbal competence. 

The above job description is designed to indicate a general sense of the duties and expectations of this position. It is not to be interpreted as a comprehensive inventory of all duties and responsibilities required. As the nature of our business demands changes, so too may the duties and responsibilities of this position. You may be required to perform other duties as requested, directed, or assigned.