Clinical Support Specialist (Remote)
About The Position
The instED Clinical Support Specialist facilitates effective post-visit care and support for instED patients. The role is accountable for patients’ care on the day of their visit and helps connect them with crucial follow-up care and non-clinical support needed to secure that care. The specialist provides clinical and administrative support to patients, providers, nurses, and external care teams, escalating issues to licensed independent practitioners or the nursing team when appropriate. The position also supports referrals to primary care providers and community organizations, manages clinical inbox and records workflows, conducts patient outreach, and contributes to quality and process improvement. The work is performed in a general office environment; travel is not typically required.
Requirements
- High school diploma or GED.
- Completion of a Medical Assistant, Community Health Worker, or similar training program.
- Two years of work in a health care setting as a Medical Assistant, Community Health Worker, or in a similar position.
- Ability to work effectively with diverse patients, colleagues, and vendors, including people of different races, ethnicities, colors, gender identities, ages, socioeconomic statuses, and abilities.
- Proficient knowledge of medical terminology, including health insurance terms and concepts.
- Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and Teams.
- Competence working within an electronic medical record.
- Ability to maintain strict confidentiality when handling sensitive medical information.
- Ability to provide compassionate customer service.
- Ability to recognize and promptly escalate urgent or emergent issues.
- Familiarity with preferred methods of communication and telecommunications guidelines.
Nice To Haves
- Bachelor’s degree.
- Experience reviewing and responding to ADT data from health plans.
- Bilingual/bicultural Spanish.
- Motivational interviewing skills.
- Ability to navigate social and community services.
- Data analysis and reporting skills.
- Certified Medical Assistant credential.
Responsibilities
- Field lab-related questions from lab vendors, patients, and providers.
- Respond to patient calls regarding test results, prescriptions, and other non-urgent clinical matters.
- Monitor and respond to the Clinical Support email inbox, escalating matters to the nursing team as indicated.
- Cross-train as a Mobile Health Coordinator to conduct intakes and process referral requests.
- Review, validate, and process patient medical records requests in a timely manner.
- Ensure instED visit notes are sent to patients’ primary care providers and other pertinent care providers, and connect primary care providers to clinicians when necessary.
- Conduct post-visit follow-up phone calls as directed by nurses and providers.
- Manage the administrative aspects of the Athena clinical inbox.
- Follow up on safety concerns reported by the mobile health provider workforce.
- Maintain knowledge of community resources in Massachusetts.
- Initiate and facilitate patient referrals to community organizations and primary care providers in patients’ health plan networks.
- Provide daily administrative support to Clinical Resource Center nurses as directed.
- Coordinate follow-up care with external care teams as directed by Virtual Medical Control providers.
- Transfer or escalate issues to licensed independent practitioners as appropriate.
- Document and report successful and unsuccessful patient outreach.
- Participate in quality and process improvement initiatives.
- Perform other job-related duties as requested.
Benefits
- Potential eligibility for a bonus tied to company and individual performance.
- Substantial and comprehensive total rewards package.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
