Clinical Support Coordinator

The Clinical Support Team CMA plays a vital role in ensuring the seamless flow of communication and coordination across TCPA providers, facilities, vendors, home health agencies, and patients. This dynamic position supports clinical providers by managing medical records, routing communications, processing orders, resolving SamePage tickets, and assisting with document handling and patient inquiries. The CMA also serves as a liaison between clinical and operational teams, maintaining compliance and ensuring accurate and timely processing of critical medical information.

1. Provider & Team Support (TCPA Providers)

• Call or email external vendors (e.g., MDS, Mobile Images, Preferred Labs, Sheppard’s Labs) to retrieve test results or documentation not available in portals.
   
• Forward incoming documents or requests from personal email to the nurses inbox for appropriate processing via Updox or SamePage.
   
• After completion by providers, send results, forms, or orders back to the requesting party (facility or provider).
   
• Send medical records (MR) to outside providers/specialists upon TCPA provider request.
   
• Loop in appropriate internal teams via email for requests originating from providers or outside parties.
  
   

2. Facility Coordination

• Distribute paperwork/forms for provider signatures, including:
   
  • Progress notes, discharge summaries, POLST, hospice paperwork, CTIs, POCs, orders, DME forms (when complete).
     
• Send facility order requests to providers via SamePage.
   
• Forward non-clinical requests or emails to correct internal departments.
   
• Send medical records requested by facilities via email or fax.
   

3. Vendor Communication

• Confirm receipt of results by checking PF charts or SamePage threads.
   
• Request vendors to resend documents if not received.
   
• Route vendor order requests to providers and return signed forms once completed.
   
• Provide patient information to vendors (e.g., location, diagnosis, insurance).
   
• Communicate issues with orders, cancellations, or clarification needs to providers through SamePage.
   

4. Home Health Coordination

• Send HH orders to providers via SamePage and return to HH agencies once signed.
   
• Fax/email requested medical records to HH agencies to start services.
   
• If no relevant note exists (within 90 days) supporting HH need, coordinate with the Scheduling Team to initiate a new patient visit.
   

5. Patient Communication & Support

• Send SamePage patient/POA invitations upon request (ensuring HIPAA authorization is documented).
   
• Route patient questions and concerns from the nurses box to the appropriate provider via SamePage.
   
• Loop in relevant internal teams when a concern or request falls outside your scope.
   

Daily Operations & Additional Duties

• Manage the SP Nurses Dashboard to resolve or reroute tickets related to:
   
  • Medication, orders, forms, notifications, home health, labs, D/Cs, admissions, hospital records, and more.
     
• Assign correct ticket types and fax numbers as needed.
   
• Call patients, POAs, labs, and facilities to gather or share information.
   
• Complete or pre-fill sections of clinical forms (e.g., signature boxes, order details) for provider review and signature.
   
• Upload documents to patient charts in SamePage.
   
• Adhere to provider preferences and response instructions in chat threads.
   

Records & Document Handling

• Send medical records via PF for:
   
  • Facilities, home health, DME F2F, Aetna/Davavant requests, and continuity of care needs.
     
• Assist with chart prep for Annual Wellness Visits (AWVs) using PCC system.
   

Cross-Departmental Assistance

• Support Fax Processing: Once faxes are assigned to a patient, follow up and reroute as needed.
   
• Support Prescription Management and form completion.
   
• Previously assisted with phone operations and continues to serve as:
   
  • Primary on Phones
     
  • Primary on Faxes
     
• Help onboard and assist the new VM Nurses team when needed.

Required Skills & Qualifications:

• Certified Medical Assistant (CMA) with experience in healthcare operations and coordination.
   
• Strong communication and follow-up skills across phone, email, and EHR systems.
   
• Proficiency with:
   
  • Practice Fusion (PF)
     
  • SamePage
     
  • Microsoft Office Suite
     
  • HIPAA compliance and documentation standards
     
• Detail-oriented with excellent organizational skills in a fast-paced, multi-team environment.
   

Ability to triage requests and prioritize urgent matters appropriately.

Preferred Qualifications:

• Prior experience in post-acute, long-term care, or primary care settings.
   
• Familiarity with telehealth coordination and interdisciplinary care workflows.
   
• Knowledge of DME, home health documentation, and order management.
   

Success in This Role Means:

• Ensuring providers receive timely support and documentation.
   
• Streamlining vendor and facility communications.
   
• Closing the loop efficiently on all requests.
   
• Accurately routing tickets and correspondence.
   
• Maintaining calm, professional communication across a fast-moving clinical environment.