Advanced Patient Support Specialist

Advanced Patient Support Specialist

The Advanced Patient Support Specialist serves as the first point of contact for patients, assessing and routing inquiries via phone, patient portal, and electronic communications. This role requires strong clinical judgment, critical thinking, and communication skills to connect patients with appropriate care resources while maintaining patient confidentiality and upholding organizational mission and policies. The ideal candidate balances genuine compassion and empathy with operational efficiency, making sound clinical decisions under pressure. Success in this role requires thriving in fast paced environments, exceptional organizational skills, composure during challenging interactions, and a deep commitment to delivering outstanding patient experiences at every touchpoint. This position will report to the Triage Lead and is expected to rotate through the call center one week out of each month to provide real-time support.

Clinical Triage & Patient Assessment:

* Assess and triage incoming patient phone calls using established evidence-based clinical protocols and decision trees, determining urgency and appropriate level of care.

* Conduct a thorough patient intake by asking targeted clinical questions to gather relevant symptoms, medical history, and current concerns.

* Escalate complex, urgent, or emergent cases to providers or triage team when clinical judgment and protocols indicate the need for higher-level clinical intervention.

* Recognize and respond immediately to emergency situations, providing appropriate guidance and ensuring patient safety.

* Document all patient interactions accurately, thoroughly, and in real-time within the electronic medical record system, ensuring complete clinical documentation.

* Route calls appropriately by taking detailed, accurate messages, transferring to appropriate team members or departments, or sending secure electronic messages to care teams and providers.

* Monitor and respond to patient portal messages, ensuring timely communication and appropriate clinical follow-up.

Care Coordination & Scheduling:

* Coordinate urgent patient scheduling by efficiently adding same-day appointments, next-available appointments, and arranging telehealth visits as clinically indicated.

* Work closely with scheduling coordinators to optimize appointment availability and patient access to care.

* Proactively identify scheduling barriers and work creatively to ensure patients receive timely access to appropriate care.

Medication & Lab Management:

* Process medication refill requests, verifying prescription details and coordinating with pharmacy and provider teams

* Review and relay lab results to patients per provider instructions

* Provide patient education on lab findings and next steps

Clinical Decision-Making & Prioritization :

* Exercise clinical judgment to prioritize patient needs and urgent situations.

* Differentiate between routine, urgent, and emergent situations.

* Collaborate with triage team, providers, and clinical staff.

Patient Experience & Communication:

* Resolve patient telephone encounters at the first point of contact whenever possible, reducing the need for callbacks and improving overall patient satisfaction.

* Provide compassionate, clear patient education and guidance, ensuring patients understand.

* Resolve patient calls at first contact whenever possible to reduce callbacks.

* Provide clear patient education on symptoms, care plans, and next steps.

* De-escalate anxious or upset patients with empathy and active listening

* Advocate for patients by ensuring concerns are communicated to the care team in accordance with requirements.

* Participate in quality improvement initiatives, protocol updates, and performance improvement activities as directed.

* Report safety concerns, near-misses, and adverse events according to organizational procedures

* Complete all required training, competencies, and continuing education in a timely manner.

Requirements:

* Certified Medical Assistant (CMA) certification

* Current CPR/BLS certification preferred.

* 1-2 years of experience in a medical office or healthcare setting with patient triage or clinical support.

* Proficiency with EMR systems; eClinicalWorks experience strongly preferred.

* Strong clinical judgment to assess patient needs and determine urgency levels.

* Knowledge of medical terminology, symptoms, and clinical protocols.

* Excellent verbal and written communication skills with the ability to de-escalate anxious patients.

* Strong organizational and time management skills with attention to detail.

* Ability to handle confidential information via HIPAA regulations.

* Capacity to remain calm and focused on high-pressure situations.

* Reliable attendance and ability to work independently and collaboratively.

* Ability to sit at a computer workstation for extended periods and remain mobile as needed.

* Previous triage or call center experience in healthcare (2+ years).

* Knowledge of women's health services and terminology.

* Bilingual capabilities (Spanish/English/other) are a plus but not required.

* Experience with the eClinicalWorks EMR system.

Teamwork and Development:

* Demonstrates the ability to be initiative-taking, supportive, and collaborative.

* Share knowledge, promote positivity, and take personal responsibility for your professional development.

* Demonstrates the ability to seek and value open, honest communication and constructive feedback in a timely manner.

* Provide outstanding communication, documentation, education, and care to all patients.

* Demonstrate a natural ability to actively listen, lead with curiosity, and assume the best intentions of others.

* Demonstrate the ability to prioritize and respond quickly to changing & demanding environments.