Clinical Support Specialist

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Everywhere you turn, you can feel the immeasurable level of enthusiasm here at NeighborHealth! We are one of the largest community health centers in the country, supporting the greater Boston area and focusing on the well-being of our patients and local community. From the nurses and physicians on the front line of patient care, to the managers who lead and guide our staff, to the many support roles that keep our facilities running smoothly - everyone plays a vital role in improving medicine for our patients.

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Time Type:

Full time

Department:

South End Washington Primary Care

All Locations:

1601 Washington Street, 400 Shawmut Avenue

Position Summary:

A Clinical Support Specialist assist the team/ department in servicing patients by keeping the patient record up to date. They assimilate all outside clinical information into our EPIC record. Coordinates both internal and external communication about general and clinical information. This includes at a minimum, outside results for test and consults, patient medical records from outside facilities. Communication with pharmacies, DME providers and insurance companies as indicated. Communication with patients around results and follow up as indicated. The Clinical Support Specialist may also provide back-up coverage to Practice Secretary/ Team.

Essential Duties and Responsibilities:

• Interacts with patients or other staff in a professional and respectful manner, which reflects the needs and concerns of the individual. Consistently provides excellent customer service and makes patients feel welcome. Maintains a positive attitude. Uses communication devices appropriately.
• Promotes a sense of “team work” through demonstration of self-direction and self-motivation. Solves problems independently or knows when to seek consultation.
• Represents the department to outside entities in a professional positive way. Facilitates exchange of clinical information between outside institutions and NeighborHealth.
• Responsible for chart preparation for hospital follow-up and establish care visits. Assists in expediting flow of patients in the department by ensuring all the necessary documents and charts are available. Completes initial review of outside records and updates EPIC as appropriate.
• Is able to navigate EPIC to ensure that each individual chart is updated. Incorporates all pertinent outside data to complete the chart. Updates health maintenance, problem list, immunizations and care teams,
• Composes and types detailed and accurate messages using telephone encounters and staff messages appropriately.
  
  

Works with direct provider input to create letters through EPIC to communicate results to patients. Recreates letters for patients for utilities, work excuses and other per protocol.

• Reports safety and equipment problems, and malfunctioning or missing equipment to a senior clerical associate or supervisor.
• Assists with forms, letters, prior authorizations, and other clinical paperwork as directed by providers. Ensures all necessary documents and charts are available.
• Proficient with non NeighborHealth systems such as BMC and MGH to maximize shared clinical information. Includes but not limited to Care everywhere, MyChart, Chartlink and Gateway.
• Tracks referrals, updates EPIC and communicated with providers on referral status. Follows up as clinically indicated to ensure all information incorporated into patient medical record (for example biopsy results, cardiac follow up to stress or echo).
• Opens sorts and delivers mail. Sends, receives, sorts and delivers faxes. Manages departmental emails and alerts from outside facilities. Takes action on items within the scope of the position. Documents in EPIC as per protocol.
• Identifies and verifies patient and demographic information.
• Participates in required departmental activities, and performance improvement.
• Follows established departmental policies and procedures for environmental safety and infection control.
• Makes outreach calls to patients to communicate clinical information for providers or nurses (includes results).
  
  

Order DME, place orders, enter referral order, complete prior authorizations, outreach pharmacies, insurance companies and other healthcare organizations as it relates to patient care.

Qualifications and Requirements:

• High School Diploma or GED
• At least one year in a medical office setting
• Demonstrated personal computer skills in a Windows environment required
• Medical Terminology preferred
• Bilingual Spanish skills preferred