Clinical Support Specialist
KCHC
On-site
Racine, Wisconsin, United States
Administration, Operations & Management
POSITION SUMMARY
The Clinical Support Specialist plays a dual role in delivering high-quality care and exceptional patient service by combining clinical and front-desk responsibilities. The hybrid position supports both administrative operations and direct patient care as part of the integrated care team. The Clinical Support Specialist ensures a welcoming, efficient, and safe environment from check-in through the completion of the clinical visit.
PRIMARY FUNCTIONS
The list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.
CORPORATE VALUES
- Maintain patient confidentiality and functions within the guidelines of HIPAA.
- Ability to function well while involved in multiple tasks and assignments.
- Ability to concentrate on details while experiencing frequent interruptions.
- Review all company messaging systems at the beginning and end of every shift.
- Welcome and orient new patients to the facility.
- Connect patients to wrap-around services, including, but not limited to; Aging and Disability Resource Center (ADRC), Badger Care, Wisconsin Well Woman Program (WWWP), medication assistance.
- Interact with all patients and colleagues in a professional and courteous manner.
- Other duties as assigned.
CLINICAL SUPPORT
- Prepare exam or operatory rooms, instruments, and equipment; maintain cleanliness and ensure OSHA-compliant waste handling and disposal.
- Greet and prepare patients for exams and procedures; collect vitals signs and/or take x-rays as appropriate; assist with medical, dental, restorative, surgical, or preventative procedures; document patient conditions as directed.
- Provide pre- and post-procedure instructions; reinforce care plans, schedule follow-up appointments, and promote a positive patient experience throughout the visit.
- Accurately document clinical findings, treatments, and procedures in the EHR, including dental charting where applicable, review schedules in advance for accuracy and preparation needs.
- Support sterilization of instruments and operatory equipment; adhere to infection control standards, safety protocols, and manufacturer guidelines for equipment use and maintenance.
PATIENT ACCESS
- Greet and register patients, verify and update demographic and insurance details
- Schedule, reschedule, and cancel appointments in accordance with clinic guidelines
- Identify and escalate triage situations using established red flag indicators
- Collect and reconcile patient payments, inform patients of balances, and ensure proper documentation
- Scan and organize patient paperwork into the EHR.
- Coordinate patient needs such as transportation assistance and referrals to support services
KEY DELIVERABLES AND PERFORMANCE METRICS
- Promptly answer calls and respond to voicemails within organizational guidelines.
- Accurately document all patient phone interactions in the EHR.
- Complete prior authorization requests thoroughly and submit them in a timely manner.
- Communicate status updates to patients and providers clearly.
- Schedule, reschedule, and cancel appointments accurately and in accordance with scheduling templates and provider guidelines.
- Ensure appointments are appropriately prioritized based on clinical need.
- Accurately verify and update patient demographics, insurance, and other required data at each visit.
- Complete registration tasks in alignment with organizational accuracy standards.
- Greet patients professionally, verify visit details, collect copays or balances due, and review required forms/consents.
- Ensure a smooth, respectful check-in experience for every patient.
- Efficiently room patients by verifying chief complaints, collecting vital signs, reviewing medication lists, and preparing them for provider evaluation.
- Follow infection control and safety protocols during rooming procedures.
- Consistently follow clinical protocols and workflows to meet quality measures, including screenings and preventive care activities.
- Accurately document all clinical services in the EHR.
- Maintain a clean and sanitized work environment following infection control guidelines, including hand hygiene, PPE use, and proper cleaning of exam rooms between patients.
- Participate in infection control trainings and audits.
- Review visit summaries with patients, schedule follow-up appointments, and confirm referrals or testing ordered by the provider.
- Ensure patients understand next steps and address any immediate questions.
POSITION REQUIREMENTS
Education and/or Experience
- Graduate from a Medical Assistant (MA) or Licensed Practical Nurse (LPN), Registered Nurse (RN), or Dental Assisting program.
- Must produce Official School Diploma or Official School Transcripts
- Medical Assistant Requirement: Must obtain Certified Medical Assistant status within 6 months of hire and maintain certification
- Licensed Practical Nurse Requirement: Must maintain current licensure within the State of Wisconsin
- Registered Nurse Requirement: Must maintain current licensure within the State of Wisconsin
- Dental Assistant: Current Wisconsin dental assistant registration or certification preferred; relevant dental assisting experience may be considered in lieu of registration or certification.
- Must be CPR Certified
Language Skills
- Ability to read and comprehend instructions from your manager. Ability to effectively communicate with patients and employees from the organization. Ability to communicate in Spanish (oral and written) preferred.
Physical/Environmental
- Must be current on all ACIP immunizations & PPD Status
- Sitting less than 10% of the time
- Walking and standing greater than 90% of the time
- Occasional bending and lifting
- Must be able and flexible to work evening and Saturday hours as required by patient demand and provider schedule