Clinical Operator

NORTHSHORE HEALTH CENTERS•Portage, IN

21d•Remote

About The Position

The Clinical Operator acts as a liaison between the patient and their medical provider by evaluating the main issue or primary complaint. The Clinical Operator uses focused, evidence-based triage protocols to determine urgency and provide suitable care guidance and suggestions for next steps. These essential functions are a summary of the primary duties and responsibilities of the position and are not intended to be a comprehensive listing of all duties and responsibilities. The position will include other duties as assigned and duties are subject to change at the management's discretion.

Requirements

Minimum required education per state of Indiana/HRSA Certified/Registered Medical Assistant, Licensed Practical Nurse, Advanced Practical Nurse or Registered Nurse licensing
Ability to analyze situations and solve problems at strategic and tactical levels
Excellent interpersonal and customer service skills
Ability to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies
Ability to acquire a thorough understanding of the organization's hierarchy, jobs, qualifications, compensation practices, and the administrative practices related to those factors
Practiced at organization and planning
Employ Critical thinking and problem solving
Maintains composure and operates with emotional intelligence
Ethical reasoning and decision-making
Strong attention to detail
Receptive and responsive to feedback
Excellent verbal and written communication skills
Time management, prioritization, and sense of urgency
Proficient with Microsoft Office Suite or related software

Nice To Haves

Two years of experience working within a healthcare setting.
Bilingual preferred

Responsibilities

Receive calls from patients requesting to speak to a member of their medical team, and routes calls to the appropriate care team member
Send tasks in the electronic medical record for medication refills, referrals, and other patient requests to their providers
Displays outstanding customer service and communication abilities and the capacity to work as part of a highly productive team that is consistently patient centered
Establishes positive first impressions with patients, establishing a role as an advocate
Reviews and assesses all incoming phone calls and electronic messages, prioritizing and addressing them as needed. Involve the provider when appropriate to successfully complete the communication process
Utilizes critical thinking to create, put into action, and revise an individualized care plan based on the identified patient care and learning requirements
Asks key questions to gain insight into the patient’s condition or concern and able to adjust approach as needed to get necessary information
Document all communications in the electronic medical record
Follows triage protocols in place for the department
Assist in scheduling appointments for patients with providers
Uses effective service recovery skills to solve problems or service breakdowns when they occur
Maintains HIPAA standards and confidentiality of protected health information.
Perform other duties as assigned.