Primary Care - Case Management Support

Job Description

Job Description

Primary Function

Works under the direction and supervision of the RN Care Manager/RN Supervisor/Primary Care Clinic Nurse Manager. Provide a direct link for all communication between the patient, clinical, and nursing staff. Create, develop, and nurture culturally appropriate interactions and connections with customers, co-workers, and the community at large. Primary duties will be to answer incoming telephone calls, schedule patient appointments, filing, and message delivery, information retrieval, sending and receiving faxes, utilizing the copier to perform other standard office duties as assigned. May function as front desk clerk as directed.

Job Description

• Receives all phone calls with exceptional customer service while providing routine information to callers.
• Answers phone and directs calls to appropriate staff member or team. Takes messages as required. Determines which staff members can handle and which need management. Personally, responds to non-technical questions regarding the department.
• Greets patients/visitors, makes necessary notifications, assists as necessary to facilitate contact with the appropriate persons, and directs to the correct team member.
• Makes sure all patients scheduled for appointments have a primary care provider (PCP) and if not educates the individual regarding the process to the extent the individual requires.
• Assists customers by providing accurate information that meets the customers’ needs the first time.
• Works with customers in a positive and courteous manner to establish and maintain effective working relationships.
• Proficient in the use of Electronic Health Record (EHR) and Resource and Patient Management System (RPMS) to assist with appointment schedules in the outpatient clinics.
• Assists with referral follow-up as needed when requested. Assists with contacting patients to inform of scheduled appointments, etc.
• Maintains quality, safety, and infection control standards.
• Shares and receives information, opinions, concerns, and feedback in a supportive manner.
• Works collaboratively by building bridges, and creating rapport with team members within departments and across the organization.
• Works as an active participant in a team environment.
• In the event of a local public health emergency, employee may be assigned duties pertaining to the event.
• May be necessary to work when Administrative Leave is granted if patient care would be compromised.
• Completion of duties affects the efficiency with which the CIH provides service and therefore could have an indirect negative effect on patient outcomes.
• Performs other duties as assigned.

Job Knowledge

• A practical knowledge of CIH’s organization and services, the basic rules and regulations governing visitors and patient treatment, HIPPA and practical knowledge of standard procedures, and medical terminology.
• Knowledge of typing and basic computer skills. Familiarity with computerized based appointment scheduling, referral and diagnostics scheduling packages in RPMS.
• A good working knowledge of terms describing diseases, medical and surgical procedures, as well as, standard abbreviations used by medical staff.
• A thorough knowledge of recording and referral procedures.
• Good communication skills to facilitate the relaying of medical information to members of the Primary Care Team and other services of the hospital.
• Requires the ability to organize work, deal effectively with the public, and communicate effectively, both verbally and in writing.

Education/Experience

• A high school diploma or GED is required.
• Completion of a medical terminology class is preferred.
• A minimum of two years’ experience working in a clerical, administrative or health related field is preferred.
• Position will require 6 months to become proficient in most phases of the job.

Contact with Others

Interacts frequently with coworkers, hospital staff, patients and other health professionals for the purpose of exchanging information, obtaining, and/or providing assistance. Tact, courtesy, and professional conduct are required to maintain positive working relationships. Utmost sensitivity and confidentiality is required when dealing with patients and families.

Confidential Data

The incumbent has access to high confidential patient medical and personal information. The Privacy Act of 1974 mandates that the incumbent shall maintain complete confidentiality of all administrative, medical and personnel records and all other pertinent information that comes to the individual’s attention or knowledge. The Privacy Act carries both civil and criminal penalties for unlawful disclosure of records. Violation of such confidentiality shall be cause for corrective action.

Mental/Visual/Physical

Work is mostly sedentary, yet requires walking, standing, bending, and carrying light items such as files and manuals. Will be subject to frequent interruptions requiring varied responses, which can cause distractions therefore, the incumbent must possess the ability to differentiate and prioritize many tasks at once.

Resourcefulness and Initiative

The supervisor provides specific detailed roles covering all assignments. The employee does not deviate from the roles unless authorized, but is encouraged to be resourceful and inventive when meeting the needs of the patient. Incumbent works under the administrative supervision of the Primary Care Nurse Manager, who controls the Department’s functional duties and provides specific instructions on assignments. Receives general instructions on assignments from the Primary Care Clinic Nurse Manager. The incumbent is responsible for initiating and following through on recurring clerical assignments. Work is primarily reviewed in terms of overall quality and efficiency of service provided to patients and staff by the Primary Care Clinic Nurse Manager.

Environment

Office environment with majority of work done sitting and talking on the phone. Must be flexible in working hours. Work is performed in the clinic setting. Incumbent may be exposed to communicable diseases. Incumbent is required to comply with Employee Health Program guidelines including current immunization status of identified communicable diseases and safety precautions are sometimes necessary, such as use of personal protective equipment as required by hospital policy.

Customer Service

Consistently demonstrates superior customer service skills to patients/customers by demonstrating characteristics that align with CIHA’s guiding principles and core values. Ensure excellent customer service is provided to all patients/customers by seeking out opportunities to be of service.