Clinical Call Specialist

Purpose of Position:

Provides indirect patient care, utilizing electronic health records and telephone communication to answer inbound clinical calls and provide direction and guidance to patients in relation to laboratory results, medication refills and education. Performs duties under the direct supervision of the Call Center Manager, indirectly through the Medical Operations Committee and in collaboration with Clinical Care Teams in accordance with Carevide policies and procedures. Acts as a member of the Care Team, works collaboratively with clinical and non-clinical staff and is responsible for assisting in the promotion of the health and well-being of a panel of patients.

Essential Functions:

· Using organizational guidelines, gathers information from the patient on the telephone regarding the nature of the patient concern while utilizing electronic health records, documentation tools, and Carevide standing orders, policies and procedures to support decision-making.

· Schedules, reschedules and cancels appointments consistent with patient needs, provider productivity targets and Carevide scheduling guidelines.

· Answers the telephone in a patient-centered and professional manner according to Carevide service standards.

· Communicates basic information to patients such as insurance requirements, sliding fee procedures, driving directions and patient responsibilities.

· Responsible for forwarding medical and other complex inquiries to appropriate personnel and maintaining appropriate follow through to assure patient responses are answered in an efficient and timely manner.

· Verify insurance eligibility and/or update all demographic information per policy. (Possible delegated task in the future).

· Coordinate and track waiting-list of patients requesting appointments. (Possible delegated task in the future).

· Responsible for working as a team by communicating, participating and identifying needs for performance improvement and quality outcomes.

· Provide Spanish interpretation for Spanish speaking patient calls, where applicable.

· Demonstrates the ability to work with people from diverse socio-economic backgrounds

This job description shall include, but is not necessarily limited to, the above duties. Candidate may temporarily perform other duties as assigned to maintain operations and services.

Basic Qualifications:

· One year call center experience or two years customer service experience using multiple telephone lines

· Two year’s experiencing keyboarding/typing and navigating multiple computer applications in a Windows environment including data input

· Accredited from a Medical Assistant Program with preferably 2-3 years of experience in a clinic setting.

· Excellent verbal and written English communication skills

· Excellent organizational skills, attention to detail and ability to switch tasks frequently.

· Medical terminology

· Problem solving skills and the ability to make decisions independently.

· Flexibility in working schedules that would accommodate Carevide extended hours.

Preferred qualifications:

· Bilingual (Spanish) strongly preferred.

REQUIREMENTS:

1. Must have a current CPR/BLS certification

2. Must have graduated from an accredited Medical Assistant program

3. Training is held in Greenville, TX - must be able to travel here for up to 3 weeks while training.