Clinical Support Specialist

GENERALSUMMARY:

The Clinical Support Specialist/Medical Assistant (CSS) is a well-versed utility player and is responsible for assisting the physician, nurse practitioner, and/or registered nurse in the examination and treatment of patients in the office setting. Prepares exam rooms and/or procedure rooms as directed and preps patient charts in the electronic medical record. Greets patients promptly, interacting with patients and family members in a compassionate and professional manner. Escorts patients to the exam/procedure room, interviewing them as appropriate, assessing their weight, vital signs and symptoms as directed and updating their medication list as required. Assists the physician and/or nurse practitioner in the performance of medical procedures as requested.

CORPORATEPHILOSPHY: Employees of Michiana Hematology-Oncology, PC are committed to abide by and promote the mission and values of the Corporation to ensure compassion and excellence of services entrusted to us.

MHO VALUES:

Compassion for ALL - At MHO, we provide patience, kindness and understanding to our patients, their families, and our team through the entire journey.

“No act of kindness, no matter how small, is ever wasted.” - Aesop

Continuous Growth - At MHO, each day is an opportunity to reflect and refine. We value continual growth of our patient’s satisfaction, team, diversity, culture, and commitment to evolve the practice through adapting to feedback and clinical innovation.

“What you do makes a difference, and you have to decide what kind of difference you want to make.” – Jane Goodall

Unparalleled Patient Experience - At MHO, we deliver consistent and patient-tailored care with an Unparalleled patient experience by a combination of collaboration, adaptation, and patient satisfaction.

“Patients can’t measure quality of clinical care; but they can measure quality of experience!” – unknown

Balancing Care with both Intellectual and Emotional intelligence - At MHO, we balance both the intellectual and emotional approach to provide positive relationships with our patients, their families, and our colleagues. Effective communication, self-awareness, interpersonal skills, and relationship management all contribute to a healthy patient and employee experience.

“Experience is not what happens to you – it’s how you interpret what happens to you”. - Aldous

SERVING THE PATIENT:

The Clinical Support Specialist serves the patient by ensuring the patient gets where they need to be in the office, rooms patient to see MD, gets vitals/assessments. CSS also fills out important patient forms. Chemo CSS also serves the patients by making patient comfortable while receiving treatment by getting patients blankets, snacks and beverages.

ESSENTIAL FUNCTIONS AND JOB RESPONSIBILITIES:

• Responsible for chart preparation prior to exam, including but not limited to the acquisition of pertinent lab results, x-rays, consultation documents and previous treatment information.

• Responsible for maintaining the exam rooms in a clean and well stocked manner. Responsible for escorting patients to and from the exam room in preparation for assessment.

• Responsible for completing front office duties, such as check in and out, answering phones, taking copays, and scheduling follow-up appointments.

• Assists with basic patient assessment data, including but not limited to taking vital signs, weight, and medication list verification. Interacts professionally and compassionately with patients and families and relays any pertinent information to the physician or caregiver as appropriate.

• Assists the physician and/or nurse practitioner with patient exams and minor surgical procedures as required. Assists physician with daily appointment/meeting schedule and minor clerical/secretarial activities as requested.

• Assists the clinic staff in maintaining the patient care area in a clean and well-prepared manner, including but not limited to the making of beds, restocking patient supply items, and preparing teaching materials.

• Maintains the practices and principals set forth by MHO leadership with a strong commitment to service, excellence, and quality.

• Maintains professional behavior, confidentiality, and discretion at all times, along with the ability to work with all levels of staff with a confident and professional demeanor.

KNOWLEDGE, SKILLS & ABILITIES:

• High school diploma or equivalent (GED). Medical Assistant certification preferred, but not required. Experience working in a medical environment in a care giving role. CPR certification.

• Demonstrated knowledge and competence in chart preparation, taking vital signs, and basic patient care.

• Accurately maintains and adheres to all safety rules and regulations.

• Must possess the ability to work with patients and family members in a confident, respectful, and socially professional manner.

• Computer knowledge, including electronic medical record systems and Microsoft Office.

• Excellent communication and organizational skills, with the ability to work in a fast-paced environment; prioritize tasks and workloads.

• Performs other duties as assigned.

WORK ENVIRONMENT

Clinic environment. Work requires sitting, standing, and/or walking in and around the clinic. Good manual and finger dexterity and eye-hand coordination, along with the ability to read and comprehend written instructions. High traffic area dealing with patients, family members, other staff, and physicians. Interaction with others may be constant and interruptive. Requires working under stress. Working knowledge of computers, with the ability to type, operates a keyboard, calculate, and operate equipment common to the field. Ability and knowledge to perform professional care appropriate to a chemotherapy nurse. Knowledge of administrative policies, regulations, and procedures to administer patient care. Knowledge of medical equipment and instructions. Skill in applying and modifying the principal methods, and techniques of primary care to provide ongoing patient care. Skilled in understanding medical history, assessing, and interpreting findings, along with the knowledge of common safety hazards and emergency situations. Skill in preparing and maintaining records, reports and responding to correspondence as needed. Establishes and maintains effective working relationships with physicians, patients, family members, employees, and the public. Ability to interpret, adapt, and apply guidelines. May be required to climb or balance; stoop, kneel, or crouch; lift and/or move patients. Frequent exposure to toxic substances, medical preparations, and other conditions common to a clinic environment.

REPORTING RELATIONSHIPS:

1. Direct Manager: Manager - Operations & Process Improvement
2. Day to Day Lead: Daily Site Manager
3. Strategic Coach: Manager – Operations & Process Improvement

EXPECTED OUTCOMES:

The CSS will ensure the patient has a positive experience at MHO, the patient’s care is accurate and timely, and MHO team members and providers are supported in the delivery of patient care.

SUCCESS:

Success for the Clinical Support Specialist/Medical Assistant includes:

• Quality work: Completing all work thoroughly, accurately, and in a timely manner.
• Punctuality/Time management: Arriving and leaving shifts on time, regularly taking lunch breaks, and being productive with their time at work.
• Initiative: Self-starter, with the willingness to share ideas to help improve patient experience and quality of care. Willingness to work with team members on projects that improve the department and #OneMHO as a whole.
• Flexibility: Ability to adjust work hours to accommodate the needs of the organization and fellow team members.
• Attitude: Being a positive and professional. Recognizing the privilege, we must serve patients and their families during one of the hardest times in their life. Creating an environment that is welcoming and safe for patients and team members.
• Certifications/continued education: maintaining licenses and certification required for the position, continuing education to stay current with industry standards, and seeking opportunities to advance skills and abilities.

* This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities, and work conditions may change as needs evolve.