Primary Care - Case Management Support

Cherokee Indian Hospital Authority•Cherokee, NC

1d•Onsite

About The Position

This role provides essential support within a Primary Care setting, acting as a direct communication link between patients, clinical staff, and nursing teams. The position focuses on delivering exceptional customer service, managing patient appointments, handling administrative tasks, and ensuring smooth clinic operations. The individual will nurture culturally appropriate interactions and connections with patients and colleagues, contributing to the overall efficiency and quality of patient care.

Requirements

A high school diploma or GED is required.
Knowledge of typing and basic computer skills.
Familiarity with computerized based appointment scheduling, referral and diagnostics scheduling packages in RPMS.
Good communication skills to facilitate the relaying of medical information to members of the Primary Care Team and other services of the hospital.
Ability to organize work, deal effectively with the public, and communicate effectively, both verbally and in writing.
Tact, courtesy, and professional conduct are required to maintain positive working relationships.
Utmost sensitivity and confidentiality is required when dealing with patients and families.
Must possess the ability to differentiate and prioritize many tasks at once.
Must be flexible in working hours.
Required to comply with Employee Health Program guidelines including current immunization status of identified communicable diseases and safety precautions are sometimes necessary, such as use of personal protective equipment as required by hospital policy.
Consistently demonstrates superior customer service skills to patients/customers by demonstrating characteristics that align with CIHA’s guiding principles and core values.
Ensure excellent customer service is provided to all patients/customers by seeking out opportunities to be of service.

Nice To Haves

Completion of a medical terminology class is preferred.
A minimum of two years’ experience working in a clerical, administrative or health related field is preferred.
Position will require 6 months to become proficient in most phases of the job.

Responsibilities

Answer incoming telephone calls with exceptional customer service and provide routine information.
Schedule patient appointments and manage appointment schedules using Electronic Health Record (EHR) and Resource and Patient Management System (RPMS).
Greet patients and visitors, make necessary notifications, and direct them to the correct team member.
Ensure all patients have a primary care provider (PCP) and educate individuals on the process if they do not.
Assist customers by providing accurate information and meeting their needs efficiently.
Maintain positive and courteous working relationships with customers.
Assist with referral follow-up as needed and contact patients to inform them of scheduled appointments.
Maintain quality, safety, and infection control standards.
Share and receive information, opinions, concerns, and feedback in a supportive manner.
Work collaboratively and build rapport with team members within and across departments.
Act as an active participant in a team environment.
Perform other duties as assigned.
Potentially be assigned duties pertaining to a local public health emergency.
May be required to work when Administrative Leave is granted if patient care would be compromised.