Medical Assistant - Out-Patient Avenue North

Job Requisition #: JR56174

End Date: 5/21/2021

Location: Wilmington, Delaware

Position Type: Clinical (non-nursing)

Shift: Day Shift, No Rotation

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Responsible for assisting the Medical Group to meet quality, performance, patient satisfaction, and retention goals through patient outreach, appointment scheduling, and medical record review and abstraction to close gaps in care. 

The Patient Care Connector is responsible for reviewing the EMR for evidence of care and services rendered and making outreach to patients to schedule appointments for care and services needed.  Responsible for documenting outreach attempts, results and care gap closure information in the EMR, outreach list, and other tracking systems as applicable.  Accept inbound calls from patients returning calls and assist with special projects as needed.  Communicate with patients via phone, secure text, patient portal, and mail correspondence when applicable.

The Patient Care Connector individual will meet department and individual productivity and quality expectations. The individual will work as an extension of the ambulatory practices; working together to improve the health and wellness of the patients we serve.


  • Perform medical record review and outreach calls to schedule appointments for patients to close gaps in care.

  • Identifies patients with Care Gaps/HEDIS related health conditions and assists them in accessing care through scheduling appointments and referral to community resources

  • Handle in/outbound calls and transactions directly supporting the primary care practices in accordance with metric and performance requirements

  • Initiate high volume of calls demonstrating exceptional customer service skills

  • Initiate medical record requests in compliance with HIPAA and other compliance regulations

  • Receive and accurately update EMR with medical record documentation

  • Assists patients and caregivers with problem resolutions and strategies to reduce barriers to care and increase health care compliance

  • Assists patients in enrolling in the patient portal 

  • Schedule appointments for office visits, screenings, tests and procedures according to guidelines

  • Facilitate lab requests, notification to the practice and activate protocolized orders

  • Accurately document outreach and gap closure results in EMR and tracking systems as applicable.  

  • Demonstrates sound judgement of escalating urgent calls

  • Document patient demographic information accurately

  • Route calls appropriately

  • Utilize CCHS HEAT methodology when service issues arise

  • Interact with patients, physicians and staff to provide accurate communication

  • Perform assigned work safely, adhering to established departmental safety rules and practices

  • Report to manager in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.

  • Consistently meet or exceed productivity and quality standard requirements

  • Performs other related duties as required


  • High School Graduate or equivalent required.

  • A graduate of a recognized Medical Office Assistant Program or Hold current Medical Assistant Certification by a national organization accredited by the National Commission for Certifying Agencies (NCCA) or the American National Standards Institute (ANSI).

  • Knowledge of medical terminology and anatomy required.

  • Knowledge of or experience in any of the following is preferred: computers, data abstraction/entry, telemarketing/ sales. 

  • Health care experience preferred.

  • Experience in patient care processes, medical records, quality measures preferred.

  • Prior call center, customer service and medical office related experience preferred.


Flexibility and emotional stability to work under intense time and volume pressures

Why do WE offer careers full of possibilities?

For the Love of Health.

Inclusion & Diversity

At ChristianaCare, we’re committed to treating everyone with dignity and respect. We believe in a safe, inclusive work environment that fosters collaboration between caregivers from all walks of life. We know that each unique viewpoint is vital in delivering high-quality, safe patient care to everyone who walks through our doors. Our policies, benefits, hiring practices, employee resource groups, and corporate citizenship demonstrate our commitment to inclusion and diversity throughout our system.

Why do we embrace inclusion and diversity? For the Love of Health.

Our Values

We serve together in Love and Excellence. Our unique values, Love and Excellence are bold and powerful, and they are the reason why working for ChristianaCare is special. The behaviors associated with our values guide how caregivers interact with everyone they work with and make for an exceptional work experience. We believe that when you lead with Love, Excellence is inevitable.


ChristianaCare’s comprehensive total rewards package is one of the most competitive in the region. We are proud to offer excellent benefits that reflect the organization’s commitment to being exceptional today and even better tomorrow.

At ChristianaCare, we provide access to high-quality and affordable benefits designed to meet our caregivers where they are. You can tailor your benefits to meet your needs now and adjust them as your priorities change.

Take advantage of ChristianaCare’s wide-ranging benefit offerings from supporting optimal health through medical, prescription, dental and vision coverage to valuable wellness and work/life programs, which include paid parental leave, coverage for infertility and assisted reproductive technologies, an employer-funded short-term disability program, and more.

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A Great Place To Live

Our region offers a diversity of cultures, lifestyles, sports and entertainment events, housing options and educational opportunities. Located on the I-95 corridor between Philadelphia and Washington, D.C., our location provides easy access to two international airports, employment opportunities in a tri-state area, and proximity to some of the nation's top universities and colleges, as well as beaches in MD, DE and NJ!

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We Serve Together

For the Love of Health

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