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 CSS staff in the assigned territory and performs all duties of a Clinician Support Specialist as necessary.

The role requires working in the field alongside assigned APCs, Area/Regional leadership, and CSS staff, with a minimum of four (4) days per week in the field, including 2-4 hours onsite per day with CSSs, APCs, or the Area Director. Travel to facilities may 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 APCs and the Area Director.
• Support recruiting, hiring, and retaining CSSs as assigned by leadership.
• Assist with new hire onboarding and ongoing training for CSSs.
• Serve as a customer service advocate between APCs, families, and staff to facilitate proper patient clinical care.
• Manage performance of direct reports, including corrective action plans and performance improvement plans for underperformance or behavioral matters, in collaboration with the Area Director and HR.
• Ensure CSSs effectively support assigned APCs through optimized workflow measures, including arriving at facilities before 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 required follow-up.
• Address and resolve conflicts in collaboration with the Area Director.
• Conduct frequent visits with new CSS hires until they are proficient in the role, and schedule quarterly in-person visits with proficient CSS staff.
• Implement and resume weekly or quarterly in-person visits with CSSs to resolve issues as necessary.
• Serve as a professional representative and liaison of the company with facilities, adhering to dress code expectations and customer service standards.
• Ensure compliance with all federal, state, and local laws, regulations, and company policies.
• Maintain accurate and complete documentation, safeguarding all company information and patient confidentiality.
• Participate in assigned training and complete it by the deadline.
• Engage in regular risk assessments and promptly report incidents as defined by company policy.
• 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 vary based on the needs of the assigned region.