Medical - WN - Clinical Team Assistant

General Responsibilities:

This role exists to support clinical staff in ensuring a timely response to incoming calls from the Contact Center and telephone encounters received from various sources. The Clinical Team Assistant will also provide administrative support enabling nurses and other members of the medical team to practice at the top of their license. 

Qualifications:

Required Qualifications:
•    High School Diploma or G.E.D
•    Strong written and verbal communication skills
•    Skillful phone manners: professionalism, empathy, patience, and courtesy in customer service
•    Familiarity with medical terminology
•    Prior experience working in a medical/clinical setting.

Preferred Qualifications: 
•    Bi-lingual
•    Prior customer service experience
•    Prior experience as a medical receptionist, patient service representative, or medical assistant

Skills, Abilities, and Desired Competencies:
•    Personal and professional accountability
•    Strong problem-solving skills
•    Able to work independently and with minimal supervision.
•    Able to perform telephone and computer tasks with speed and accuracy.
•    Able to multi-task (i.e., accurately research and document while on a call).
•    Able to develop and maintain cooperative and courteous working relationships with staff.
•    Able to monitor provider schedules and use workflows to schedule patient appointments.
•    Able to meet performance standards in a fast-paced environment.
Candidates who do not meet all the preferred qualifications are encouraged to apply.

Significant Job Functions:

The categories below demonstrate Thundermist core values of integrity, innovation, excellence, community, and caring. 

• Integrity:
  • Determine which calls are appropriate for nurse triage and/or referral to other clinical staff.
  • Maintain patient confidentiality and adhere to all guidelines as required by HIPAA.
• Innovation:
  • Research patient-specific clinical information within the Electronic Medical Record (EMR).
  • Attend Clinical Team Assistant meetings and show a commitment to staying informed and contributing to innovative solutions.
• Excellence:
  • Assess the reason for the patient call with a goal to provide first-call resolution.
  • Research patient-specific clinical information within the Electronic Medical Record (EMR) (i.e., prior visits, referrals, lab tests, diagnostic tests, etc.).
  • Schedule, cancel, and reschedule patient appointments according to clinical protocols and department workflows using the electronic medical record.
  • Monitor nurse appointment schedules to ensure patients are seen in a timely manner and inform nursing staff of any schedule updates.
  • Monitor nurse queues and assist nursing staff in prioritization of nurse queues, contributing to overall operational excellence.
  • Adhere to individual performance benchmarks and maintain excellence in a fast-paced environment.
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• Community:
  • Answer incoming telephone calls in a fast-paced community health center setting.
  • Interact with clinical and non-clinical staff in a professional and courteous manner.
  • Contact external entities to obtain information needed by clinical staff (i.e., pharmacies, radiology, labs, etc.).
  • Follow failed outreach workflow to help reconnect patients to care.
• Caring: 
  • Assist nurses to prioritize telephone encounters based on patient needs.
  • Fax test orders to facilities as requested, contributing to patient care.
  • Support organizational goals by participating in assigned site-specific tasks and special projects.
  • Follow clinical protocols and recognize emergent situations which reflect a caring approach to patient well-being.

Physical Effort/ Environment:
•    General office environment
•    Moderate physical activity, walking, standing, stooping, and occasional lifting.
•    Requires prolonged periods of sitting. 
•    Equipment Operation: Close vision (20 inches or less) is required to operate computer and telephone equipment.
•    General office environment with moderate noise level
Work Schedule Demands:
•    Primarily Monday – Friday, with some flexibility and at the discretion of site nursing leadership.

Communication Skills:
•    Exceptional oral and written skills needed.
Confidentiality of Information:
Thundermist is dedicated in securing the privacy and confidentiality of protected health information under the Health Insurance Portability and Accountability Act. All employees are responsible for complying with state and federal guidelines in accessing sensitive information. Will have access to agency information and must be kept confidential. 

ADA & EEOC Statement:
Thundermist is dedicated to the goal of building and maintaining a diverse and inclusive workforce committed to caring for patients in a manner that is respectful of cultural difference. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.