WW Triage - Clinical Team Assistant

Thundermist's Mission - To improve the health of our patients and communities by delivering exceptional health care, removing barriers to that care, and advancing healthy lifestyles.
Please note, effective September 1,2021, all Thundermist employees are required to have an initial dose of vaccine to prevent Covid-19.
Effective October 1, 2021, all employees of RI licensed health care facilities must be fully vaccinated against Covid-19.
Employees may be deemed exempt from this requirement based on documentation from their health care provider.
• Thundermist Health Center Job Description Title: Clinical Team Assistant Position Reports to: Nursing Management – MA Supervisor Department: WW Medical Employment Status: Non-exempt Job Grade: Grade 6 General Responsibilities: Medical Assistant: Support activities by assuring that all the needed preparing of the patient for the visit is done, processing patients in a timely manner, assisting with procedures, providing overall patient satisfaction, maintaining the flow of the patient visit, assuring that the environment is kept safe and clean.
Pull and prepare charts as needed.
Obtain test results as needed.
File all appropriate paperwork in the chart correctly.
Care Team Coordinator: This role exists to support clinical staff in ensuring a timely response to incoming calls from the Contact Center and telephone encounters received from a variety of resources.
The Care Team Coordinator will also provide administrative support to enable nurses and other members of the medial team to practice at the top of their license.
Duties and Responsibilities: • Answer incoming telephone calls in a fast-paced community health center setting • Assess root cause of the inquiry to provide first call resolution • Assist nurses in prioritizing telephone encounters • Determine which calls are appropriate for nurse triage and/or referral to other clinical staff • Research patient specific clinical information within the Electronic Medical Record (EMR) (i.
e.
, related to prior visits, referrals, lab tests, diagnostic tests, etc.
) • Schedule, cancel, and reschedule patient appointments as necessary, according to clinical protocols and department workflows, using eClinicalWorks (eCW) scheduling software • Fax/refax test orders to testing facilities as requested • Interact with clinical and non-clinical staff (i.
e.
Nurses, Medical Assistants, Patient Service Representatives, Providers, etc.
) • Contact outside sources to acquire information needed by clinical staff (i.
e.
pharmacies, radiology, labs, etc.
) Clinical Administrative Support • Monitor the nurse appointment schedule to ensure patients are seen in a timely manner and to inform nursing staff of any schedule updates.
• Monitor nurse queues (i.
e.
documents, labs, actions, etc.
) • Assist nursing staff in prioritization of nurse queues • Assist in distributing documents to appropriate clinical staff • Attend Care Team Coordinator meetings as determined by Nursing Management • Mail failed outreach letters to patients • Perform other site-specific tasks and special projects as assigned by nursing management Decision Making: Must follow clinical protocols by asking pertinent questions to collect patient data/information.
Must recognize emergent situations and triage calls appropriately Confidentiality of Information: Care Team Coordinator has full access to patients’ Protected Health Information (PHI) and is required to adhere to all policies and procedures of confidentiality and privacy as required by HIPAA (Health Insurance Portability and Accountability Act of 1996) Competencies/Standards: Individual performance benchmarks are subject to change by management as technology, workflow or other efficiencies are realized.
Required Qualifications: • High School Diploma or G.
E.
D • Strong written and verbal communication skills • Professional telephone etiquette: ability to demonstrate and maintain professional customer service skills including empathy, patience and courtesy • Must be able to work independently and with minimal supervision • Must be able to perform telephone and computer tasks with appropriate speed and accuracy • Must be able to multi-task (i.
e.
, accurately research and document call while speaking on the telephone) • Must be able to develop and maintain cooperative and courteous working relationships with staff throughout the organization • Ability to analyze complex provider schedules and workflows in order to schedule patient appointments • Ability to meet performance standards of a fast-paced environment • Prior experience working in a medical/clinical setting Preferred Qualifications: Bi-lingual capability preferred Prior customer service experience Prior experience as a medical receptionist, patient service representative or medical assistant Familiarity with medical terminology Physical Effort/Environment: • Physical Requirements: Requires prolonged periods of sitting • Equipment Operation: Close vision (20 inches or less) is required to operate computer and telephone equipment • Environment: General office environment with moderate noise level Work Schedule: As scheduled during hours of operation (inclusive of weekend and evening hours as assigned) with occasional unscheduled overtime.
Thundermist is dedicated to the goal of building and maintaining a diverse and inclusive workforce committed to caring for patients in a manner that is respectful of cultural difference.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.