CMA Switchboard / Triage / Full Time
Pinehurst Surgical
Pinehurst, NC
Posted ago
Pinehurst Surgical

The CMA Switchboard/Triage associate performs clerical tasks ensuring a smooth and efficient department flow. They provide support to a department or to the primary secretary assigned to a physician. The CMA switchboard/triage associate is responsible for assessing patients and determining their level of need for medical assistance while offering patient care advice and/or education. The criteria used to evaluate a patient include the type of injury or illness, its severity, symptoms, patient explanation of emergency, and vital signs. The CMA staff are trained to perform both administrative and clinical skills.

Full Time - full benefits, competitive salary, and bonus potential!



  • Promptly answer the telephones using approved scripting
  • Respond to telephone inquiries relating to department services
  • Return patient calls promptly
  • Notify Patient of test results in a timely manner per clinic/department policy
  • Task all clinical questions to physicians or clinical staff per clinic policy
  • Utilize instant messaging or other department communication method to immediately contact clinical personnel with urgent requests
  • Return all phone calls within one business day; urgent calls immediately
  • Document patient communications and treatments accurately and appropriately
  • Manage KPI/IPF reports including duplicate medication and medical reconciliation
  • Maintain task lists
  • Complete charge tickets, labels, consents, dx codes
  • Other duties as assigned
Patient Preparation

  • Greet and arrive the patient
  • Follow patient verification protocol
  • Provide high level of customer service
  • Accurately obtain and record medical histories verify all allergies, medications, and vital signs per clinic and department protocol
  • Order, collect and prepare laboratory specimens as needed
  • Explain treatment procedures
  • Ensure proper consents have been signed prior to the procedure by both the patient and MD
  • Draw up and/or give injections as ordered by MD
  • Provide clean and comfortable environment for patients.
  • Perform all duties in a timely and efficient manner

Register New Patients and Schedule Appointments

  • Enter or verify demographic and insurance information
  • Use ihealth task to register patient if information is received from patient portal
  • Process incoming referrals based on clinic and department policy
  • Assess whether a referral from the primary is necessary based on patient insurance
  • Assure the patient’s insurance has a contracted insurance carrier 
  • Schedule the appointment
  • Provide the patient directions and any needed information to prepare them for the appointment
  • Send note to the patient and referring physician for patients who don’t show up
  • Make note in patients chart for patients who cancel their appointments

Assist the physician during examinations and procedures as needed

  • Provide educational materials and aftercare instructions
  • Supply proper equipment
  • Applies universal precautions and maintain a sterile field as appropriate for procedures
  • Prepare dressings
  • Clean and dress wounds by order of physician
  • Take photographs
  • Remove staples or sutures
  • Prepare and administer medications as directed
  • Order x-rays, cultures
  • Respond to prescription requests/refills
  • Perform other clinical functions as delegated and supervised by the physician
  • Escort patient to the secretary, patient access service associate, or financial counselor
  • Prepare pathology form, cup collection label, log and record per policy
  • Recognize and respond to emergencies per policy

Triage patients

  • Perform patient assessment
  • Reassess patients who are waiting
  • Initiate emergency treatment if necessary
  • Manage and communicate with patients in waiting room
  • Provide education to patients and families when necessary
  • Sort patients into priority groups according to guidelines
  • Communicate status of patients to doctors and nurses

Complete Precertifications

  • Verify the insurance card is up to date in the system
  • Check eligibility
  • Accurately complete the benefit form
  • Contact the insurance carrier on-line or by phone
  • Task the benefit form to the financial counselor and if the patient is present, escort the patient to the financial counselor
Post Operative Follow up

  • Calls post-operative patients
  • Responds to prescription requests/refills.
  • Provides aftercare instructions.
  • Computers: Electronic Medical Records & Practice Management Tasks
  • Accurate Documentation of: All patient history, injections and patient education per clinic policy
  • Input charges, notes etc. into Touch works per policy
  • E-Fax and call prescriptions
  • Monitor and complete daily clinical tasks per department protocol

Maintain Rooms, Equipment and Supplies

  • Clean rooms and change linens per clinic policy.
  • Empty exam rooms of instruments that need to be cleaned secure nurse’s station cabinets nightly.
  • Dispose of all biohazard material per clinic policy
  • Assist with ordering clinical and allergy supplies as needed. Put away stock upon arrival.
  • Perform inventory of products and prepare reports as requested.
  • Maintain inventory and stocking of products
  • Sterilize and clean equipment and supplies per established protocols
  • Ensure maintenance of equipment is maintained.
  • Review department stock medications and samples regularly for expiration date
  • Clean exam room and nurses station counters and chairs per clinic policy

Safety: Ensure Patient and Staff Safety

  • Follow OSHA guidelines
  • Follow universal precautions when caring for patients; Use PPE as directed
  • Follow all PSC policies when caring for patients
  • Provide wheelchairs and assist patients with ambulation as needed.
  • Ask for assistance when needed for lifting or transfer patients

Proactively Assist in Fiscal Management of Clinic Resources

  • Assist with maintaining established par levels on regularly used supplies.
  • Avoid the need to over-night items or pay increased shipping fees for “rush orders.”
  • Notify manager or discuss with peers blocks of time when there are no appointments to
  • Maximize down time completing tasks that are difficult to due during a busy clinic.
  • Work Collaboratively to Promote Increase in Clinic Patient Volume
  • Assist MD’s, department manager and marketing director with Department promotions as needed
  • Look for ways to expand the clinic services and patients. Discuss with department manager as needed.

Other duties as assigned

This document is intended to describe the general nature and level of work performed. It is not intended to serve as an exhaustive list of all duties, skills, and responsibilities required of personnel so classified.


Knowledge and Certifications

  • Must be Certified or Registered in Medical Assisting
  • Associates degree in Medical Assisting
  • Certification or Registration in Medical Assisting
  • Current BLS or ACLS certification
  • Knowledge of infection control, sterile technique and basic health and safety precautions applicable for work in a clinic setting
  • Use and apply medical terminology appropriately
  • Thorough knowledge of general clinical principles, methodology and measures for outcomes
  • Requires ability to stand for up to eight hours a day, bend, reach, squat, kneel, move, lift of patients and/or equipment up to 50 lbs.
  • Two years’ experience in a medical setting
  • Experience with ICD- 10 and CPT-4 coding
  • Experience with Microsoft Office Suite
Personal Characteristics
  • High energy level
  • Strong interpersonal abilities; tactful
  • Maintains confidentiality
  • Service orientation with telephone etiquette
  • Ability to relate sensitively to patients
  • Maintains confidentiality
  • Uses discretion and sound judgment
  • Ability to establish credibility with physicians, staff, and patients
  • Ability to multi-task; resourceful and well organized; takes initiative
  • Always mindful of quality improvement and cost efficient care
  • Team player
  • Ability to maintain positive attitude
  • Well-groomed

About Pinehurst Surgical
Pinehurst Surgical is a state-of-the-art facility located in Pinehurst, North Carolina with locations in Rockingham, Sanford, Raeford, Laurinburg, Troy and more!

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