About this role
Heritage Medical Associates (HMA) is Middle Tennessee’s largest independent multi-specialty physician group, proudly serving patients since 1991. We are committed to protecting and advancing physician-led, patient-centered care through financial strength, operational discipline, and shared accountability. Medical Assistant Floats provide patient support by delivering comprehensive, compassionate, and customized patient care — performing clinical, administrative, and clerical duties within Tennessee state scope of practice, and supporting physicians and care teams across clinic locations. All work is performed in alignment with HMA’s mission, values, and commitment to high ethical and compliance standards.
Key Responsibilities
Clinical
- Collect and document patient data (chief complaints, vitals, allergies, medications, immunizations, health history); complete annual comprehensive health assessments as indicated.
- Triage patients across all encounter types (in-person, telephone, EPIC portal); notify physician or RN of abnormal findings, urgent concerns, or pending lab results; administer CPR as needed.
- Prepare and administer medications, immunizations, and treatments per physician’s order and established protocol, with accurate and timely chart documentation.
- Conduct point-of-care tests, collect and handle specimens correctly; dispose of infectious and hazardous waste per infection control standards.
- Assist with procedures and patient education; operate clinical equipment; stock, clean, and sterilize exam rooms.
- Maintains thorough knowledge of departmental workflows and individual provider preferences across all assigned areas.
- Demonstrates flexibility and adaptability in response to the variable scheduling and cross-departmental demands of the float role.
- Responsible for maintaining EPIC work queues.
- Other duties as assigned.
Administrative & Clerical
- Schedule appointments accurately, capturing demographics, financial obligations, and prep instructions; obtain consent forms and verify insurance participation prior to each visit.
- Manage appointment workflows — bump lists, no-shows, cancellations, confirmations, and wait lists — tracking specialist referrals to ensure patients keep follow-up appointments.
- Process referrals and prior authorizations before appointment dates.
- Coordinate scheduling of external tests and procedures, use insurance portals to obtain benefit information and authorization approvals.
- Ensure instrument sterilization meets protocol and manufacturer standards; maintain required quality control checklists, and an orderly work environment.
- Answer phones and return all calls/voicemails within 24 hours; conduct appointment reminder calls and review phone tree reports as needed.
- Assemble next-day encounter forms; label and route paperwork for physician review and scanning; open incoming mail and distribute faxes to the appropriate team members.
- Proactively monitor and reorder supplies; maintain copier and fax equipment, replacing consumables and coordinating maintenance as needed.
- Attend clinic meetings, huddles, and required training sessions; actively participate to stay current on workflow changes and to continue developing professional competencies.
Leadership and Culture Expectations
- Support clinical & patient excellence by creating a compassionate, responsive, and high-quality patient experience in every interaction.
- Provide exceptional customer service by treating patients, visitors, providers, and coworkers with professionalism, courtesy, respect, and responsiveness while supporting a positive patient experience and HMA’s mission and values.
- Demonstrate accountability through reliability, professionalism, timely follow-through, and accurate documentation and communication.
- Work collaboratively with physicians, coworkers, and operational teams to support efficient clinic workflows and coordinate patient care.
- Communicate openly, respectfully, and professionally with patients, providers, and team members.
- Practice stewardship by using time, supplies, equipment, and organizational resources responsibly and efficiently.
- Participate in continuous improvement efforts by adapting to workflow changes, completing training, and contributing ideas that improve patient care and clinic operations.
- Attendance and Reliability: Regular, reliable attendance and punctuality are essential functions of this position, and employees are expected to comply with HMA’s Attendance Policy, including established procedures for reporting absences and tardiness. Attendance requirements will be administered in accordance with applicable federal, state, and local laws, including legally protected leave and reasonable accommodations.
Qualifications
Qualifications & Requirements
Education & Certification REQUIRED
- High school diploma or equivalent required.
- Degree, diploma, or certificate from an accredited Medical Assistant or nursing program; or minimum 1 year of MA experience in a clinical/hospital setting; or equivalent military training.
- BLS certification is required OR obtained within 90 days of hire.
- Valid TN Driver’s License and proof of auto insurance.
Preferred Experience
- Experience with EPIC systems is strongly preferred.
- Prior experience in a large multi-specialty physician practice is strongly preferred.
- Clear verbal and written communication skills; professional phone manners.
REQUIRED Experience
- Computer proficiency; minimum typing speed of 40 WPM with high degree of accuracy.
- Previous experience in a healthcare scheduling or medical office environment with demonstrated excellence in telephone communication, customer service, and patient scheduling.
Physical requirements
- Must be able to stand for 8 to 10 hours a day
- Requires regular walking, bending, pushing, pulling and lifting
- Must be able to lift at least 25lbs
- Must be able to assist patients with transfers from chair to wheelchair, to exam tables, and back to wheelchair/chair
- Must be able to assist patient with turning/positioning on exam table
- Must be able to push patient in wheelchair
- Must be able to manipulate objects—reaching, grasping, handling
- Must exhibit good communication skills—understand, respond and translate into action
- Ability to delineate between numeric numbers
- Clinical setting; exposure to communicable diseases, bloodborne pathogens, medical preparations and other conditions common to a clinical environment.