Centralized Clinical Support Representative - Medical Group Shared Services Centralized Clinical Support - Days

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.

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 Medical Assistant experience. Required or Completion of a Medical Assistant Program. 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.

Responsibilities

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.

About the Role

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.