Clinical Operator - Hybrid

Clinical Operator - Hybrid

Hybrid Portage, IN 46368

Description

Summary/Objective - The Clinical Operator acts as a liaison between the patient and their medical provider by evaluating the main issue or primary complaint. The Clinical Operator uses focused, evidence-based triage protocols to determine urgency and provide suitable care guidance and suggestions for next steps.

Essential Functions - Receive calls from patients requesting to speak to a member of their medical team, and routes calls to the appropriate care team memberSend tasks in the electronic medical record for medication refills, referrals, and other patient requests to their providersDisplays outstanding customer service and communication abilities and the capacity to work as part of a highly productive team that is consistently patient centeredEstablishes positive first impressions with patients, establishing a role as an advocateReviews and assesses all incoming phone calls and electronic messages, prioritizing and addressing them as needed. Involve the provider when appropriate to successfully complete the communication processUtilizes critical thinking to create, put into action, and revise an individualized care plan based on the identified patient care and learning requirementsAsks key questions to gain insight into the patient's condition or concern and able to adjust approach as needed to get necessary informationDocument all communications in the electronic medical recordFollows triage protocols in place for the departmentAssist in scheduling appointments for patients with providersUses effective service recovery skills to solve problems or service breakdowns when they occurMaintains HIPAA standards and confidentiality of protected health information.Perform other duties as assigned.

Competencies - Planning and strategic foresightResponsible Decision Making and Problem SolvingIntegrity and accountabilityInnovation and creativityAdaptive and flexibleLeadership, teamwork, and conflict resolutionProfessionalism and work ethicEmpathy

Work Environment - Work is performed in an office environment. Involves frequent personal and telephone contact with patients, physicians, and other healthcare personnel. Work may be stressful at times. Interaction with others is constant and interruptive.

Travel - Travel outside of Northshore locations will be rare for this position. This position is remote.

Qualifications

Required Role Qualifications - Minimum required education per state of Indiana/HRSACertified/Registered Medical Assistant, Licensed Practical Nurse, Advanced Practical Nurse or Registered Nurse licensing

Preferred Role Qualifications - Two years of experience working within a healthcare setting.Bilingual preferredRequired experience (if any)

Required Skills - Ability to analyze situations and solve problems at strategic and tactical levelsExcellent interpersonal and customer service skillsAbility to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policiesAbility to acquire a thorough understanding of the organization's hierarchy, jobs, qualifications, compensation practices, and the administrative practices related to those factorsPracticed at organization and planningEmploy Critical thinking and problem solvingMaintains composure and operates with emotional intelligenceEthical reasoning and decision-makingStrong attention to detailReceptive and responsive to feedbackExcellent verbal and written communication skillsTime management, prioritization, and sense of urgencyProficient with Microsoft Office Suite or related software

Physical, Visual, and Audible Requirements - Physical RequirementsActivityOccasionally (1 -33%)Frequently (34-66%)Continuously (67-100%)SittingXWalkingXStandingXBendingXSquatting/ CrouchingXClimbingXKneelingXTwisting/TurningXHand dexterity/Fine Motor ManipulationXLifting 0 50lbsXLifting 50+lbsXCarrying 0 50lbsXCarrying 50+lbsXPushing 0 300lbsXVisual & Audible Requirements Employee mark an "x" for "YES" or "NO"ActivityYesNoCan see without corrective eyewearCan differentiate colors/see color differences clearlyCan hear without hearing assistanceI acknowledge that I may be exposed to infectious and contagious diseases.I acknowledge that I may be in contact with patients under a wide variety of circumstances.I acknowledge that I can handle and respond to emergency or crisis situations per NorthShore Health Centers facility plans, protocols, and procedures.I acknowledge that I may occasionally be subject to irregular working hours.I acknowledge that I may be required to wear personal protective equipment (PPE) as necessary.* Reasonable accommodation s can be made to enable people with disabilities to perform the essential functions of the job described. - Physical Requirements - Activity - Occasionally (1 -33%) - Frequently (34-66%) - Continuously (67-100%) - Sitting - X - Walking - X - Standing - X - Bending - X - Squatting/ Crouching - X - Climbing - X - Kneeling - X - Twisting/Turning - X - Hand dexterity/Fine Motor Manipulation - X - Lifting 0 50lbs - X - Lifting 50+lbs - X - Carrying 0 50lbs - X - Carrying 50+lbs - X - Pushing 0 300lbs - X - Visual & Audible Requirements Employee mark an "x" for "YES" or "NO" - Activity - Yes - No - Can see without corrective eyewear - Can differentiate colors/see color differences clearly - Can hear without hearing assistance