Clinical Team Assistant - FT - Woonsocket

Thundermist Health Center•Woonsocket, RI

About The Position

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.

Requirements

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.

Nice To Haves

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

Responsibilities

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.
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.
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.
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.
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.