Float Team Assistant

Well Care Health•Wilmington, NC

About The Position

The Float Team Assistant provides clerical and administrative support to help deliver clinical care to patients and staff in an interdisciplinary group. The role coordinates team paperwork, enters documentation data, communicates with patients, physicians, and staff, and receives and triages team phone calls. Other appropriate duties may be assigned. The assistant coordinates clinical visit scheduling in accordance with physician-approved orders and helps clinicians ensure visits are properly assigned and scheduled on electronic medical record (EMR) devices. The role fields calls about assigned team patients and routes them to appropriate care team members while maintaining positive relationships and promoting customer satisfaction. The position organizes clinical team activities, including processing referrals, assigning case managers and interdisciplinary team members, scheduling staff and patients, tracking field staff schedules, maintaining on-call and time-off calendars, and assisting with weekend work preparation. It also coordinates team communications and meetings, logs and tracks referrals and admission documentation, supports timely responses to phone calls and scheduling requests, and assists colleagues to complete assignments. The assistant is expected to demonstrate the agency’s mission and guiding principles, maintain confidentiality and comply with Well Care HIPAA policies and procedures, and work effectively with changing assignments. This is a 40-hour-per-week, Monday-through-Friday role. Overtime may be required during peak workloads or when volume increases. The work involves extended periods of sitting for phone work and data entry, as well as walking, lifting and carrying files, and reaching. The work environment is an office and may involve toner, printer noise, and prolonged phone use, including use of a headset.

Requirements

High school graduation.
Two years of work experience in an office setting; medical office experience is preferred.
Computer knowledge and word-processing skills.
Working knowledge of Microsoft Word, Excel, and email.
Command of English and grammar functions.
Excellent interpersonal skills; teamwork and communication skills are essential.
Excellent customer service skills.
Ability to prioritize, organize work, concentrate amid large volumes of phone calls, exercise good judgment, follow procedures, and work independently with interruptions.
Ability to sit for extended periods for phone work and data entry, walk, lift and carry files, and reach.
Medical terminology and computer training are specified in the education section.

Nice To Haves

Medical office experience.
Strength in medical terminology.

Responsibilities

Coordinate clinical visit scheduling in compliance with physician-approved orders and help ensure visits are assigned and scheduled on EMR devices.
Field calls related to assigned team patients and route them to appropriate care team members.
Maintain positive relationships and rapport with coworkers, associates, patients, family members, and community personnel; promote customer satisfaction.
Accept referrals from intake and assign a case manager (RN or PT).
Schedule professional and paraprofessional staff on an ongoing basis and assign patients to appropriate interdisciplinary team members.
Track and review field staff daily schedules; maintain the on-call schedule as directed by the Clinical Manager and maintain the team time-off calendar as approved by the Clinical Manager.
Assist with preparation of weekend work.
Respond to team telephone calls and relay appropriate information to team members.
Coordinate the weekly team case-conferencing schedule with the Care Manager, print schedules before meetings, schedule meetings as requested, and take minutes as needed.
Post meeting minutes on the H: drive and notify staff of meetings by email and voicemail.
In emergencies or disasters, provide updated disaster codes, active census, monthly team schedules, and staff listings to on-call supervisors.
Log and track referrals and submission of admission documentation within 24 hours.
Help ensure clinical staff schedules are balanced and staff productivity is maintained at 95% or more.
Follow up on phone calls and scheduling requests within two hours and support timely answering of team phones.
Report to work on time, return promptly from errands and breaks, and manage work schedules and time off to promote smooth operations.
Assist other team members, cross-train with the team Medical Records Specialist, and adapt to changing workloads and assignments.
Respond to customers courteously, sensitively, respectfully, informatively, and compassionately; maintain confidentiality and comply with Well Care HIPAA policies and procedures.
Prioritize work, follow procedures, use good judgment, and work independently while managing interruptions.
Maintain a clean and neat appearance in personal attire and the work area.