Clinical Support Assoc

Assists Primary Care Clinicians and practices to deliver high-quality patient care and provides support for the integration of new technology to improve the patient experience including remote patient monitoring.

� Responsible for patient outreach scheduling appointments and triaging care needs for patients identified through phone text or portal communications

� Coordinates the triage of complex care transition needs related to physician transitions to ensure continuity of care for all patients

• Responds promptly and professionally to incoming patient inquiries in person by telephone portal message or by email
• Documents patient interactions when necessary compiling documents and triaging messages to the appropriate clinical team or provider
• Provides simple and clear responses to patient questions and verifies for patient understanding and acceptance
• Establishes and maintains good rapport with patients and works to anticipate their possible needs

� Teaches patients to use new technology including but not limited to remote patient monitoring devices and platforms

� Works collaboratively on an interdisciplinary team to provide exceptional quality and experience of care for patients

• Maintains an updated knowledge of the organization's products services and customer service policies

� Assists the Clinical Transformation Project Administrator as necessary

� Attends meetings/workshops as they relate to current position and stays up to date with current information and department/office workflows by checking EMR messages and company email on a consistent basis

� Complies with federal and local confidentiality laws including HIPAA ensuring patient privacy

� Adheres to Brown Health Medical Group Primary Care guidelines and policies for protecting patients� demographic clinical and financial information

� Performs other job-related duties as assigned

Education and Experience

� High School Diploma or equivalent

� At least 2 years of prior experience working in a medical support position/setting (MA MS PSR etc.)

� Any combination of education and experience that is substantially equivalent is also acceptable

Knowledge Skills and Ability

� Ability to show care and compassion when supporting patients

� Ability to collaborate with colleagues and teammates as necessary to ensure quality work

� Ability to organize prioritize and schedule work assignments

� Ability to organize work and operate under pressure with the skills to think critically and problem solve

� Ability to be flexible and receptive to change while learning quickly and retaining new information

� Ability to maintain professionalism and provide superior customer service to all

� Excellent interpersonal and communication skills (both verbal and written) with the capability to effectively communicate with employees patients providers insurance companies etc.

� Ability to work both on a team and independently with the capability to self-direct

� Ability to use technology with proficiency in electronic medical record (EMR) platforms and Microsoft Office applications such as: Outlook Excel and Word

� Ability to take initiative organize prioritize and follow through with work assignments assuring fulfillment of plans and goals

Physical Requirements

� This role works primarily in a hybrid capacity and has daily communications through virtual meetings. Some time in the office will be required.

� Prolonged periods of sitting at a desk or standing while using a computer

� Work and move among all departments of Brown Health Medical Group Primary Care group

� Excellent hand/eye coordination

� Lift up to 15 pounds

� Manual dexterity to operate a personal computer or laptop as well as standard office machines and equipment as it pertains to one�s position

� State-wide travel and operation of personal motor vehicle

o Must have a valid driver�s license clear driving record and proof of auto insurance

Visual Acuity Hearing and Speaking

� Capability to transfer information from original source to paper computer telephone and in person