Centralized Clinical Support Representative - Hospital at Home - Days

Schedule

Day shift with an every third weekend rotation - 2 holidays per year - one winter/one spring

General Summary

Serves in an expanded and multifaceted role to support primary care and specialty practices to meet the ongoing needs of patients in a more centralized manner and to offload work from the support staff located in the practices. This position will support Medication Prior Authorizations, Medication Refills, patient outreach to help achieve payor and quality metrics, as well as support for In-Basket messaging and tasking.

Duties and Responsibilities

Essential Functions:

• Completes Medication Prior Authorizations, including in-depth chart reviews, formulary reviews, communication with patients, providers, and pharmacies as needed to troubleshoot the process and ensure closed loop communication regarding the medication.
• Conducts outreach to patients by phone, mail, MyChart secure messaging, and in-person to identify overdue preventative care services and to assist in scheduling appointments for these screenings/tests on behalf of the primary care offices.
• Provides COVID support as needed, based on volume and demand, including but not limited to: calling patient test results, mandatory DOH reporting, communication with patients related to school/work notes and other duties as identified.
• Fulfills patient requests for medication refill by following the approved standard work and med refill policy.
• Supports communication between patients and providers by helping to answer In-Basket messages to alleviate this work for the clinical staff within the practices.
• Collaborates with practices to support their tasking requirements as needed to help alleviate this work for the clinical staff within the practices.
• Utilizes a variety of communication and outreach strategies to engage various patient populations.
• Uses standing orders to facilitate patient’s completion of preventative services and testing.
• Provides excellent phone-based customer service skills, engage patients using motivational interviewing.

Common Expectations:

• Demonstrates a commitment to patients, visitors and staff by: complying with all applicable safety regulations; learning the impact of medical errors and methodology that will lead to reduction of errors; reporting actual and potential errors into the Safety Reporting System (SRS System), as well as hazardous conditions; identifying opportunities to standardize processes and "error proof" systems that will lead to increased safety; and participating in safety education programs and root cause analyses as required.
• Maintains established policies and procedures, objectives, quality assessment, safety, environmental and infection control standards.
• Maintains the cleanliness of work areas as required.
• Maintains professional growth and development.
• Embraces the concepts for ensuring a positive patient/family experience every visit, every time. Fosters teamwork with coworkers, and providers. Practices fiscal responsibility through improvement and innovation. Attends Quality Improvement Team meetings, and other meetings as assigned.
• Responsible for the care and maintenance of department/entity equipment and supplies; mail distribution.
• Enters and/or retrieves data from established computer files using knowledge of various computer software applications.

Qualifications

Minimum Education:

• High School Diploma or GED Required
• Associates Degree Medical Assistant Preferred or
• Diploma Program Medical Assistant Preferred

Work Experience:

• 2 years Experience in a primary care or specialty office. Required

Licenses:

• Basic Life Support Upon Hire Required
• Certified Medical Assistant Upon Hire Preferred

Courses and Training:

• Completes all required education programs and competency testing needed to perform at an advanced level. Upon Hire Required and
• Medical terminology. Upon Hire Required

Knowledge, Skills, and Abilities:

• Proficient communication skills including SBAR technique.
• Ability to effectively present clinical information to the care team.
• Proficient in navigating and entering information into an electronic health record.
• Models team work.
• Self-motivated and dependable.
• Able to work independently.
• Excellent phone-based customer service skills.
• Clear verbal and written communication.
• Ability to follow directions to track and complete a series of complex tasks.
• Basic administrative skills and comfort using technology to track and manage work tasks (EPIC, Word, Excel, Adobe, and tracking databases).
• To be effective, the specialist must enjoy communicating with patients via telephone, have a can-do attitude, and an interest in supporting patients, healthcare, and advocacy.