Practice Support Specialist

Position Summary
About Orlando Health:
Orlando Health, headquartered in Orlando, Florida, is a not-for-profit healthcare organization with $9.2 billion of assets under management that serves the southeastern United States and Puerto Rico. Founded more than 100 years ago, the healthcare system is recognized around the world for Central Florida's only pediatric and adult Level I Trauma program as well as the only state-accredited Level II Adult Trauma Center in Pinellas County. It is the home of the nation's largest neonatal intensive care unit under one roof, the only system in the southeast to offer open fetal surgery to repair the most severe forms of spina bifida, the site of an Olympic athlete training facility and operator of one of the largest and highest performing clinically integrated networks in the region. Orlando Health has pioneered life-changing medical research and its Graduate Medical Education program hosts more than 350 residents and fellows. The 3,888-bed system includes 29 hospitals and emergency departments - 24 of which are currently operational with five coming soon.
The Practice Support Specialist is responsible for working with operational leadership, physicians, and other partners to execute functions aimed at promoting quality goals and effective coordination of care. The Practice Support Specialist will focus on identifying gaps in care, completing pre-visit documentation, and obtaining necessary care information to better support care teams and create a more efficient patient experience. This position, working collaboratively as part of a multi-disciplinary team, will focus on quality, cost, and utilization initiatives that improve patient outcomes, reduce healthcare costs, and enhance patient and provider experiences.
Responsibilities
Essential Functions

• Gathers information in support of provider, medical record documentation, upcoming appointment, and external sources for the non-provider portions of preventive wellness services for identified patient populations.
• Prepares for patients' visits by reviewing the electronic health record for specific data to improve the accuracy of the data set in the medical record.
• Conducts telephonic outreach to administer pre-visit, wellness visit and social determinants of health questionnaires and assessments within established time frames prior to upcoming appointments.
• Gathers and documents demographic data from members prior to the visit, making appropriate revisions in the medical record as needed.
• Properly engages with patient to confirm medical, family, and social history details, documenting changes, and updates when appropriate.
• Completes medication review with the patient and completes sufficient documentation, providing alerts within the medical record for providers to manage and reconcile at the upcoming visit.
• Ensures documentation in the electronic medical record is timely, up to date, and accurate prior to the visit to aid in a smooth and engaging visit.
• Obtains health maintenance documents from external sources and completes proper workflows for record maintenance and care team communication as per Orlando Health protocols.
• Assists with scheduling outpatient visits and follow-up appointments as needed.
• Proactively outreaches to patients with validated gaps in care and facilitates appropriate next steps to resolve outstanding care needs.
• Educates member on gaps in care and assists with scheduling provider appointments to ensure care needs are properly managed.
• Provides patients and family members with education focused on prevention, wellness, and patient involvement when managing care needs and navigating follow up care.
• Works in conjunction with providers and risk adjustment coders to address gaps in coding and ensure diagnosis codes are properly captured, problem lists are updated, and the medical record reflects proper documentation prior to the appointment.
• Coordinates with care management, primary care teams, and community partners to connect the patient with resources to address social determinants of health and unmet needs for at-risk patients

Qualifications
Education/Training

• High school diploma or equivalent.
• Successful completion of Medical Assistant training from an approved technical school required.
• Graduate from an approved school of nursing (LPN) preferred.

Licensure/Certification
Maintains current certification as a Medical Assistant or current nursing license in the State of Florida renewed every two years.
Experience
One (1) year experience as a Medical Assistant, Paramedic, Licensed Practical Nurse, Allied Health Professional, Nurse