Clinical Support Coordinator - Medical Assistant

Overview:
Clinical Support Coordinator ( CSC), Care Delivery is a hybrid remote role (75-80% work from home office) in an exciting and innovative department. The successful candidate will utilize creativity, organization, customer service critical thinking to support Advanced Practice Clinicians community practice (Nurse Practitioners and Physician Assistants) and support the APC Collaborative Leadership team.

This position partners frontline staff who care for members across all CCA Plan Product Lines. In addition to regular interaction with the clinical team, this role requires interfacing with members and their extended care teams, over the phone and/or using telehealth modalities.

The CSC will take a significant responsibility in assuring CCA members receive exceptional client centric service that is seamless, informed and coordinated.

Duties:
- The primary function of the CIC CSC role is to partner with frontline staff who care for patients served through the CIC Program. In addition to regular interaction with the clinical team, this role requires interfacing with members and their extended care teams, over the phone and/ or using telehealth modalities.
The CSC will take a significant responsibility in assuring CCA members receive exceptional client centric service that is seamless, informed and coordinated. Essential Duties Include -- supporting the delivery of best-in-class patient care; clear, concise, and effective communication and documentation; and interdisciplinary collaboration with a variety of stakeholders internally and externally.
Patient Care Support

• Scheduling:
• Ensure patients are scheduled for community visits across the team of providers
• Document scheduling attempts
• Place reminder calls for scheduled visits and re-schedule visits as needed.
• At request of clinician, schedule patient appointments for referrals to specialists.
• Triage:
• Triage phone calls from patients, providers, and staff, among others
• Received and Process Documentation: scanning, faxing, sorting, and assigning documents to staff, or department work queue to be followed up in the appropriate Electronic Medical Record
• Triage and distribute tasks to interdepartmental workgroups/staff within the appropriate Electronic Medical Record per guidelines established by leadership
• Prioritization according to level of urgency, tasks include urgent communications
• Communications:
• Fax information and/or prescription orders to pharmacies at request of clinicians
• Responsible for drafting patient related correspondence as requested by clinicians
• Obtain medical records or discharge summaries for members as needed.
• Orders and Referrals:
• Monitor status of referral request and follow-up as necessary to ensure patient receives service on timely basis
• Initiate referrals (appointments) and provide documentation to home care agencies for services, and specialists as requested by clinicians
• Order DME as requested by clinicians and enter authorizations into eCW
• Quality:
• Conduct patient outreach to ensure quality and patient satisfaction at designated intervals
• Participate in quality assurance efforts including surveys, workgroups, and listening sessions to enhance patient experience
• Ensure response times, accuracy of work, and feedback are aligned with program KPIs and goals set forth
• Implement strategies to enhance patient experience

Documentation and Accountability:

• Documents all communications and calls with focus on clear, comprehensive, and concise charting. Must be able to document in English.
• Completion of all tasks within appropriate timelines as outlined in Scopes of Practice and CCA Guidelines.
• Comply with organization policies and procedures.
• Communicates clear loop closure to CIC interdisciplinary care team members and support.
• Monitors and Tracks Key Performance Indicators (KPIs).
• Input clinical parameters including lab results and immunizations into eCW
• Fax information and/or prescription orders to pharmacies at request of clinicians
• Track program enrollees for site area (i.e., Charlestown, LMV, Boston, and South of Boston.)
• Maintain inventory of vaccines and order as needed.
• Maintain inventory of medical supplies and order as needed.
• Track medical supply/vaccine ordering on Excel spreadsheet.
• Track temperature reading for refrigerator in medical supply room.
• Follow up on hospital admissions and track hospital log.
• Maintain patient and employee confidentiality.
• Actively participates in the evaluation of own performance and progress.

Interdisciplinary Team Collaboration:

• Conduct on-going and effective collaboration and communication with interdisciplinary team including but not limited to, Health Plan Care Team, Community Advanced Practice Clinicians, Community Licensed Practical Nurses, Community Health Workers, Community Behavioral Health Clinicians, Medical Directors, Palliative Care Team, Psychiatric services team, Rehab Team, Crisis Response workers, Patient Services representatives, administrative staff, and CCA Leaders.
• Participate in weekly Interprofessional Care Team meetings.
• Provides consultation and support to other members of CIC Care Team
• Participates in on-going education and training to improve skills
• Assists management with the development, refinement and enhancement of clinical programs, initiatives, processes, policies, workflows, and projects.
• Participates in committees and workgroups that promote clinical excellence.
• Provide onboarding for new CSCs
• Identifying training gaps and developing training content for CSCs
• Review workflows and processes and optimize as appropriate
• Develop recommendations for CSC productivity improvement, present recommendations to Director and Practice Manager
• Assist in developing performance measures for CSCs
• Escalate performance issues to leaders as appropriate
• Facilitate trainings through other departments

Skills:

• Associate's degree or equivalent experience required, Bachelor's Degree, Medical Assistant Training/Certification, Medical Office Billing/Coding Certification preferred.
• 2+ years of experience in an office and/or administration role in healthcare setting required
• 1+ years of customer service experience required
• 3+ years' experience in healthcare setting a plus
• Experience as a Medical Assistant or Patient Navigator a plus
• Experience working in a health plan, medical group, health-related facility or medical/DME supplier a plus.
• Education, training or experience as an insurance coordinator or medical coder/biller a plus.
• Experience with Electronic Medical Records (eCW) a plus
• Ability to prioritize workload and manage multiple projects simultaneously.
• Ability to problem solve with minimal supervision.
• Excellent written and verbal communication skills.
• Excellent organizational skills.
• Knowledge of medical terminology.
• Strong analytical skills
• Ability to work in a team environment
• Excellent critical thinking and troubleshooting skills
• Strong customer service and problem-solving skills
• Comfortable working in multiple systems, often simultaneously
• Clear, concise, and efficient communication techniques
• Self-manageable and a demonstrated ability to work independently
• Flexibility to adapt to business needs
• Motivated team player
• Excellent organizational skills
• High attention to detail and accuracy
• Basic arithmetic skills required
• Proficiency in Microsoft Office Suite
• Willing to learn and utilize telehealth technologies (video, chat, etc.) to support CCA members and enable successful telehealth appointments, when appropriate
• Knowledge of medical terminology a plus
• Working knowledge of CPT and ICD coding a plus
• English required, Bilingual or Multi-lingual preferred

If you are passionate about providing quality patient care, possess excellent organizational skills, and have a desire to contribute to the healthcare field, we encourage you to apply for the position of Medical Support Assistant. Join our team today!

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Opportunities for advancement
• Paid sick time
• Paid time off
• Referral program
• Travel reimbursement
• Tuition reimbursement
• Vision insurance

Medical specialties:

• Home Health

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Work setting:

• Office
• Telehealth

Work Location: Hybrid remote in Wakefield, MA 01880