Area Clinician Support Specialist (ACSS) - NW Indiana

About the Role

The Area Clinician Support Specialist (ACSS) serves as a key support structure for assigned Clinician Support Specialist (CSS), Area and Regional Leadership, Advanced Practice Clinicians (APC), Physicians, Facilities, and Patients. This role assists with various aspects of patient care, provides education and training, implements corrective action plans, and fosters a culture of collaboration within the care team. The ACSS acts as a resource for Clinician Support Specialists in the assigned territory and performs all duties of a Clinician Support Specialist as necessary.

The ACSS enhances the performance of the APC support team by facilitating clinical services workflow for APCs within the assigned region. This role requires working in the field alongside assigned APCs, Area/Regional leadership, and CSSs. A minimum of four (4) days per week in the field with 2-4 hours onsite per day with CSSs, APCs, or Area Director is required. Travel to facilities could extend up to or beyond 60 miles.

Responsibilities

• Assist Area Director of Clinical Operations & Engagement with APC/CSS pairings.
• Participate in and schedule interviews/field shadow days collaboratively with APC & ADCOE.
• Assist with recruiting, hiring, and retaining CSSs as assigned by leadership.
• Support new hire onboarding and ongoing training for CSSs.
• Serve as a customer service advocate between APC and families/staff to facilitate proper patient clinical care.
• Performance management of direct reports, including corrective action plans and performance improvement plans for identified under-performance or behavioral matters.
• Ensure all CSSs effectively support assigned APCs through optimized workflow measures, including arriving at the assigned building before the APCs to address acute/admits and scheduling for the day.
• Foster a supportive culture between APCs, families, and facility staff through effective communication.
• Ensure the team documents appropriate encounters and time for Chronic Care Management (CCM) and Behavioral Health Integration (BHI) services.
• Check in and out daily with facility staff regarding patient status, visits, and any follow-up that needs to be completed.
• Address and resolve conflicts in collaboration with the Area Director.
• Conduct frequent visits with CSS staff upon their new hire training until staff is proficient in the role; schedule in-person site visits quarterly with proficient CSS staff.
• Implement and resume weekly or quarterly in-person visits with CSS to resolve issues as necessary.
• Serve as a representative/liaison of the company with the facility, emphasizing professionalism, adherence to dress code expectations, and customer service.
• Ensure compliance with all federal, state, and local laws, regulations, standards, and company policies.
• Maintain accurate and complete documentation and safeguard all company information and records.
• Participate in all assigned training and complete it by the deadline.
• Engage in regular risk assessments and promptly report any incidents.
• Perform other related duties as assigned.

Requirements

• High School Diploma or equivalent.
• Certified or Registered Medical Assistant, CNA, or PCT required.
• 3-5 years of patient care experience; medical scribing experience required.
• Previous supervisory experience preferred.
• Valid driver’s license and reliable transportation.

Skills

• Typing speed of 45 wpm or greater.
• Strong customer service skills with a positive and supportive approach.
• Ability to communicate concisely in verbal, written, and electronic form with facilities, patients, and other professionals.
• Proficiency in common computer skills and use of electronic healthcare applications.

Schedule

This position follows a Monday–Friday day shift schedule, though hours may be subject to change based on the needs of the assigned region.