Clinic Support Specialist

Job Title - Clinic Support Specialist

Department - Operations

Reports to - Area Operations Manager

Purpose of the role

The Clinic Support Specialist is responsible for supporting one or more departments with answering incoming patient calls, scheduling/rescheduling/cancelling appointments, delivering accurate information concerning hours of operations and the process for new patients and enrolling; documenting telephone encounters in the EMR; checking the chart for patient documents, referrals, labs, past patient encounters and all other vital information within the chart to ensure accuracy of scheduling; collecting all patient demographic, insurance, and pharmacy information and updating the chart as needed; utilizing company policies, clinic and provider workflows and schedules to effectively address patient issues, scheduling, questions, and concerns; and directing calls to the any other appropriate staff when needed.  

Scope of the role

The Clinic Support Specialist will often be the first point of contact for patients needs and concerns, so they must possess a commitment to outstanding patient satisfaction, excellent customer service, be motivated, energetic, have a good work ethic, be a self-starter, and have the ability to make quick and accurate scheduling decisions, and have a proven track record of working well with others in a team environment. The Clinic Support Specialist will handle a high volume of inbound calls as well as be responsible for filling up providers schedules with appointments and should seek to create a positive experience for each caller to ensure they feel heard, valued, and respected. This position allows us to better manage our call volume and support our high-volume clinics while maintaining a high level of patient care, along with efficient patient flow and scheduling. 

Job Description

• Logs into call queues daily and answers calls within call queues efficiently and with courteous manners.
• Identifies patients’ questions, needs, complaints or concerns respectfully and professionally, providing clear and effective communication.
• Always maintains a calm and professional demeanor and tone and exhibit great customer service and deescalate situation or inform the proper chain of command when necessary.
• Schedules, cancels, and reschedules patients according to the patient, policies, clinic,and providers schedules along with registering and enrolling patients into our system when needed and ensures all required fields are filled out properly.
• Follows the scheduling templates and communicates patient needs when questions arise with other clinic staff.
• Documents and records any communication and other pertinent information in the patient’s chart through telephone encounters and on all appropriate fields in the appointment scheduling screen including any notes the front office or other departments may need. Confirm appointments and utilizes the language line or HHM interpreters when appropriate.
• Performs duties in compliance with HIPAA
• Verifies all patients via two patient identifiers along with verifying demographics and updates all pharmacy and insurance or sliding scale income information when appropriate.
• Inform patient of any provider or clinic workflows or policies including when to arrive for their appointment.
• Keeps working area clean and organized
• Attends and participates in required meetings and any staff development training and keep manager informed of any departmental or job-related issues or concerns.
• Must maintain and follow the time and attendance policies.
• Confers with other necessary team members or departments of any additional needs, modifications, progress, questions, concerns, etc. 
• Other duties or projects as assigned by manager.

Preferred Requirements

• Excellent professional written and verbal communication and interpersonalskills.
• Ability to produce qualityworkand meet productivitygoalswithin tighttimeframes.
• Capable ofobserving, receiving,and otherwise obtaining information from all relevantsourcesthen analyzing information/evaluating results to choose the best solution and solve problems.

Equal Opportunity Employer

HHM Health is committed to providing equal employment opportunity to all individuals regardless of their race, color, religion, gender identity and expression, age, sexual orientation, national origin, disability, veteran status, marital status, or any other characteristic protected by federal, state or local law. HHM Health hires and promotes based solely on the qualifications of the individual and the essential functions of the job being filled.

What We Offer

At HHM Health, the health and well-being of our employees matters just as much as that of our patients. We offer free employee coverage for vision, dental, and life insurance; and competitive medical premiums. Additionally, our full-time employees are eligible for the following:

• Health Savings Account
• 403(b) retirement savings plan with dollar-for-dollar matching up to 3% and match 50% of the next 2% (contribute 5% to get 4% matched). 100% vested upon enrollment.
• Generous paid time off plan for full-time employees (includes Sick and Volunteer Days)
• Paid Holidays
• Accidental Death & Dismemberments (ADD) plan
• Short-term & Long-term Disability
• Employee Assistance Programs (EAP)
• HHM CARES Fund (employee emergency relief fund)