Clinical Support Representative (63488)

United Digestive•Atlanta, GA

3d•Onsite

About The Position

GENERAL SUMMARY OF DUTIES: Responsible for supporting office staff, physicians and management with all clinical, clerical, and organizational tasks revolving around patient care. Advanced level scheduling for all patients to include scheduling patient appointments via telephone or electronic communication for: procedures, follow-up office visits, and ancillary services. Additionally, responsible for obtaining accurate documentation of patient information, physician scheduling, endoscopy center scheduling, requests received via the Patient Portal, and for responding, resolving and/or escalating as required, to all patient related issues. Manage and triage incoming phone calls or assigned tasks to resolve patient inquires with minimal patient transfer to office staff. Assume responsibility for resolving and fulfilling patient requests including test results, prescription refills, and general healthcare questions. Schedule and reschedule appointments to include Endo procedures.

Requirements

High School Diploma or GED required
Must have 2-3 years of specialty clinical experience, gastroenterology experience preferred
Certified or Registered Medical Assistant preferred, must be computer literate and able to operate healthcare system and multiple Microsoft Office applications
Possesses the ability to deal with patients, visitors, co-workers, and physicians with courtesy and respect
Displays a professional outgoing warm and helpful attitude
Possesses compassion for dealing with people who are ill and need help
Plan, prioritize, and complete multiple tasks as delegated by the Office Manager
Work under pressure; assess, respond, and communicate issues in a timely manner
Communicate clearly with patients and coworkers through the telephone, email, and in-person
Interpret and apply clinical and non-clinical policies and procedures

Responsibilities

Schedule patient appointments to include endo procedures
Schedule and obtain results for lab or radiology procedures; accurately communicates results to physicians and patients as necessary (with provider approval)
Has knowledge of drug uses and dosage requirements
Prepares requests for prescription refills for physician approval (i.e. enter pharmacy info, send details to MD via telephone encounter)
Accurately provide or counsel patients and/ or relatives with pertinent information regarding medical treatment or procedures as necessary
Answers emails and voicemails and returns patient calls in a timely and efficient manner
Completes requests for information from other AGA staff and ensures that they are handled promptly and effectively to guarantee payment on patient accounts
Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information
Participates in staff meetings as directed by the Office Manager
Participates in marketing activities as directed by the Office Manager
Cross trains and performs other PSC functions including phone triage, scheduling, pre-certification, document filing, referral, or medical records management as directed by the management
Meeting department performance standards some of which are: Address encounters or tasks within 24-48 hours as assigned Remain available in call queue Maintain minimum monitoring score of 90%
Any other duties and/or special projects as assigned