Ambulatory Support Assistant - Kalamazoo

Ambulatory Support Assistant - Kalamazoo

Supports Ambulatory Care Management Department team and primary care practice care teams and patients with administrative tasks and duties as assigned to keep coordination of care operations running smoothly. Supports patients across the continuum through care coordination, scheduling appointments (such as hospital and ED follow-up), referrals, completing forms and connecting patients to appropriate resources. Acts as a liaison between the patient and provider or community agency and represents Bronson Healthcare Group through essential job duties. Provides support to leadership and the team as needed. Collaborates with the ambulatory care management team, primary care practices, other members of the health care team, and patients/families to support the delivery of quality, efficient, and cost-effective health care services. Advocates for patients through monitoring and exploring all options and services with the goal of optimizing the patient's health status. Follows standard work, guidelines, and protocols in care delivery for the patient with the support of the team.

Provides support to the team in targeted interventions to increase self-management and prevent hospitalization, emergency room visits, and/or readmissions. Coordinates care across settings and helps patients/families understand health care options. Emphasis of duties may vary depending upon the area of assignment.

A high school diploma or general education degree (GED) and at least 2 years of previous experience working in a healthcare or human services setting are required. Basic medical terminology knowledge is required. Experience as referral coordinator, case worker, or similar role preferred. Experience in a healthcare setting with adult and pediatric patients in primary care/ambulatory care or post-acute care setting is desirable. CHW certification, CNA certification, associate or bachelor's degree in healthcare or human services related field preferred.

Strong customer service focus.

Ability to utilize word processing, spreadsheets, presentation programs, databases, and other software relevant to the job.

Demonstrates excellent written, verbal, and listening communication skills.

Previous computer experience including Epic preferred.

Proficient in the ability to organize and prioritize multiple tasks.

Must be able to multi-task in a busy work environment, with a highly organized and professional approach.

Ability to maintain the confidentiality of sensitive medical information.

Ability to establish and maintain effective and positive relations with team and customers.

Demonstrates customer-focused interpersonal skills to interact in an effective manner with health care team members, community agencies, patients, and families with diverse opinions, values, and religious and cultural ideals.

Demonstrates ability to work autonomously and be directly accountable for work.

Demonstrates professional qualities including time management, problem-solving, decision-making, priority setting, and work organization.

Ability to affect change, work as a productive and effective team member, and adapt to changing needs/priorities.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Care coordination includes but not limited to connecting patients with proper care team member or resources and problem-solve barriers
• social determinants of health resources (transportation, food, etc.)
• community agencies (home health, hospice, etc.)
• calling patients to gather more information (resource needs, review no show policy and find out if there are barriers)
• specialty providers (mental health, etc.)
• processing referrals by sending referral order and/or documentation to appropriate entity (ensuring patient is connected with appropriate service, advocate for patient needs, follow up on referral, assist in new referral as needed)
• review details and expectations about the referral with patients as needed and coordinate with care team on concerns/issues
• assist in completing forms/applications for patients (medication assistance, etc.)
• ensure insurance coverage for service(s), may include contacting insurance companies and care providers to share essential patient information
• ongoing collaboration with members of the health care team, patient/family, and community

Schedule medical appointments with primary care provider for hospital follow-up and for care team members.

Handle faxes, mail, and calls with multi-line phone.

Identifies patients for outreach follow-up through provided lists and provides follow-up with patient/family based on assignment.

Quality projects as assigned (i.e. gaps in care for patients, scheduling appointments, etc. to support health maintenance work across the continuum).

Fosters a team approach and includes patient/family as active members in decision making. Serves as liaison to the team and patient.

Maintains required documentation for all patient encounter activities.

Maintains knowledge of department purpose and services.

Ability to analyze data sets and manage issues utilizing resources and protocols.

Works with various teams across the system as needed to continuously improve processes to enhance services provided.

Work independently on behalf of and in collaboration with the providers under the Bronson system for all identified responsibilities.

Support billing efforts and initiatives as directed by leadership (may include additional training to bill for services provided).

Flexibility to adapt to the needs of the department and other duties as assigned.

While performing the duties of this job, the employee regularly works in a clean, well-lighted, and temperature-controlled environment. The noise level in the work environment is usually moderate. There will be potential for emotional stress due to the ongoing confrontations of physicians and barriers within the system.

While performing the duties of this job, the employee is regularly required to sit and use fine motor skills to operate a personal computer and other office equipment and to tolerate repetitive motions. Must maintain the highest level of confidentiality work which produces very high levels of mental/visual fatigue, e.g. CRT work between 70 and 90 percent of the time, and work involving extremely close tolerances and considerable hand/eye coordination for sustained periods of time. The job produces some physical demands. The employee is frequently required to verbally communicate with others. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

Requires excellent communication skills and positive customer relations orientation. Regularly communicates both orally, face to face and/or by telephone, and in writing with others. Also communicates with physicians, members of the interdisciplinary team, third-party payors, community agencies, and other healthcare professionals to discuss findings, answer questions, and obtain or exchange information pertinent to their information requirements. Demonstrates effective problem-solving in care for patients. Regularly utilizes effective negotiation and conflict resolution skills as needed.

Shift

First Shift

Time Type

Full time

Scheduled Weekly Hours

40

Cost Center

1287 Centralized Disease and Care Management (BHG)