Clinical Operations Coordinator II

Job Summary
In addition to the responsibilities below, this position is also responsible for performing standard daily operational activities involving patient files and records keeping; building working knowledge of best practice models; assisting team with patient/member care delivery systems and practice standards, with limited guidance, to ensure member satisfaction and quality of care; supporting team with the investigation and resolution of patient/family/member concerns regarding patient/member care and services, with minimal supervision; forming relationships with physicians, outside health care providers, and other health care team members to achieve optimal patient care across the continuum; supporting the use and maintenance of equipment, supplies and medications; monitoring patient sales and service activities performed by dispensing opticians, contact lens fitters, and receptionist personnel in an optical branch; and gaining familiarity with contemporary products and services.

Essential Responsibilities

• Pursues effective relationships with others by sharing resources, information, and knowledge with coworkers and members. Listens to, addresses, and seeks performance feedback. Pursues self-development; acknowledges strengths and weaknesses based on career goals and takes appropriate development action to leverage / improve them. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work. Assesses and responds to the needs of others to support a business outcome.
• Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; follows procedures and policies, and applies data and resources to support projects or initiatives with limited guidance and/or sponsorship. Collaborates with others to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports the completion of priorities, deadlines, and expectations. Identifies and speaks up for ways to address improvement opportunities.
• Ensures standardized care delivery by: gathering, inputting, and maintaining clinical and patient files and records; supporting multidisciplinary clinical teams independently and within scope of care; and utilizing working knowledge of emergency preparedness programs; performing the teams emergency preparedness plans, and knowing what is expected during and after an emergency.
• Provides member service and quality assurance by: supporting member satisfaction under limited supervision in adherence with standards that ensure the provision of a high level of quality of patient service and care; assisting with the implementation of methods to measure member satisfaction with clinical and/or optical services, and utilizing the resulting feedback to improve member satisfaction; supporting the maintenance of the quality of care provided to members through an ongoing quality assurance program; performing rudimentary quality assurance for incoming and outgoing optical products; and monitoring member complaints, concerns, and requests for information, including service recovery and refunds.
• Assists with improvements to operations and technology processes by: completing tasks, with minimal guidance, to support strategic projects designed to remediate issues and improve quality, service, affordability, and/or operating efficiency; documenting and escalating issues related to operations system processes as requested or observed; working with others, providing feedback as requested or observed, and acquiring working knowledge on operations system processes; and providing performance metrics related to strategic improvement projects, with guidance.

Minimum Qualifications

• High School Diploma or GED, or equivalent OR Minimum one (1) year of experience in business operations, clinical health care, or a directly related field.

Additional Requirements

• Knowledge, Skills, and Abilities (KSAs): Compliance Management; Medical Terminology; Optical Knowledge; Optometric Knowledge

Preferred Qualifications

• One (1) year of customer service experience.