Clinical Support Specialist - LPN

Position Overview

The Clinical Support Specialist – MA is a dual-function role designed to improve patient access, operational efficiency, and clinical workflow. This role integrates both clinical responsibilities and patient access/front desk functions. Individuals in this role are part of the clinical team and may be dynamically assigned based on real-time patient volume and operational needs.

Essential Roles and Responsibilities

• Greet patients and complete registration and check-in using eClinicalWorks (eCW)
• Verify insurance eligibility, collect copays, and update demographic and financial information
• Schedule appointments and ensure correct visit type selection
• Manage cancellations, rescheduling, walk-ins, and sliding fee scale processes
• Utilize approved scripting for patient communication and policy enforcement
• Room patients and obtain vital signs (BP, pulse, temperature, SpO₂, height, weight)
• Maintain flexibility to perform either clinical or front office duties based on daily needs
• Administer vaccines and injections in accordance with clinical protocols and scope of licensure
• Coordinate with providers to reduce patient bottlenecks and improve throughput
• Support follow-up communications via phone and portal encounters
• Participate in quality improvement, vaccination workflows, and supply management
• Attend department meetings and mandated continuing education/training programs
• Comply with all pertinent regulatory and agency regulations and operating standards
• Establish a positive work environment that fosters communication between supervisors and employees
• Participate in team activities, including meetings, trainings, and committees
• Perform other duties as assigned

Education and Experience Requirements

• Minimum High School Diploma
• Active NYS Licensed Practical Nurse (LPN) licensure
• Current BLS Certification
• Minimum of 1 year of clinical experience in an outpatient or primary care setting
• Proficiency with electronic medical records (eClinicalworks preferred)
• Prior experience in patient registration or insurance verification preferred
• Bilingual skills preferred (Spanish, Dari, Farsi, Bosnian, or Arabic)
• Intermediate PC skills (Excel, PowerPoint, Word, Outlook, SharePoint)
• Ability to act calmly and effectively in an emergency situation
• Flexibility to respond to changing demands
• Exceptional communication and interpersonal skills

Knowledge, Skills, And Abilities (KSAs)

• Core values consistent with a patient and family-centered approach to care
• Demonstrates professional, effective, and tactful communication skills, including written, verbal, and nonverbal
• Positive attitude and respectful, professional customer service
• Acknowledges patient’s rights on confidentiality issues, maintains patient confidentiality at all times, and follows HIPAA guidelines and regulations
• Acts as a patient advocate, responding with empathy and respect to resolve patient and family concerns
• Commitment to equitable, culturally sensitive patient care
• Continues to educate self on providing quality care and improving professional skills
• Applies and shares knowledge, expertise, and best practices with the team
• Supports the mission, core values, and objectives of the organization
• Displays flexibility and openness in daily work and encourages others to stay open to change and improvement
• Adapts to changing priorities, new ideas, strategies, procedures, and methods
• Respects coworkers and adapts behaviors to work effectively with varying people and situations
• Accumulates all relevant information before making job-related decisions
• Presents well-considered alternatives when making recommendations
• Ability to multitask and manage time
• Makes decisions in a timely manner
• Complies with quality assurance, OSHA, infection control, safety, and other policies

Compensation & Incentives

• Base Hourly Rate Ranges (Based on experience and credentials): LPN $25.00 - $30.00 per hour
• Hybrid Role Differential: An additional $3.00 per hour will be added upon completion of cross training and competency certification.
• Productivity Incentive Eligibility: Employees who exceed Rooming Equivalent expectations may be eligible for productivity-based bonuses in accordance with organizational policy.