Medical Support Specialist

Medical Support Specialist

Responsible To: Health Center Manager

Department: MSS

The Medical Support Specialist shows genuine warmth with patients and has the ability to make them feel comfortable in the center while providing excellent customer service and technical competent nursing assistance to both patients and Camarena Health clinical providers. The Medical Support Specialist facilitates the patients access to the point of service delivery, so all patients can be seen within the expected time and schedule. Prepared to enroll or renew registration; the timeliness of work directly supports responsiveness to patients, including visit redesign and well-paced patient flow. This team member facilitates the provision of information needed by both patients and clinicians in addition to recording and updating medical histories, patient contact information, scheduling patients and performing standard care procedure. The Medical Support Specialist reports to the Health Center Manager.

Expectations:

• Arrives on time and adheres to set schedule
• Provides prompt medical support; promotes a smooth patient flow; collects and records data accurately; maintains order of exam rooms, equipment and supplies
• Provides basic education and information to patients, making sure patients' questions are answered.
• Consistently and openly communicates with Health Center Manager and all staff
• Works flexible or extended hours where necessary
• Participates in health center in-services, by listening and respecting others' ideas
• Demonstrates awareness of, and compliance with, organizational mission and objective of Camarena Health to provide health care access and support services for all members of the community.
• Basic computer skills, attention to detail, and organizational skills.
• Abides by Rules of Confidentiality
• Use of professionalism and best efforts in your position.

Duties and Responsibilities:

• Focus on Patients:
• Responds to and connects effectively with patients. Listens to our customers, treats them with respect, gives them the quality they expect and deserve and responds immediately to their problems and needs.
• Properly identifies patients' and listens attentively to patients' visit complaints, record all data accurately and with the highest quality (e.g. medication, last menstrual period, birth control method) in the Electronic Health Records computer system.
• Consistently secures and protects patient information: activates screen saver, minimizes screen, or log off when walking away from computers for any period of time.
• Collecting and documenting patients' basic health information, including height, weight, and vital signs for providers during examinations.
• Answering phone calls and email and delivering messages to staff members.
• Assumes the role of a Health Coach by interviewing each patient, as determined by the care team, to establish self-management goals, provides educational needs concerning self-care and disease management and pre and post visit care.
• Utilizes evidence-based Health Education Guidelines during each session
• Ensures exam rooms are neat and set up appropriately for each patient exam.
• Performs specimen collection, preparation and maintains required logs
• Performs EKG's, accu-checks, and other diagnostic procedures according to guidelines.
• Medical Support Specialist takes initiative to keep patient informed of upcoming procedures and requirements, to facilitate patient focus, involvement, and cooperation.
• Discharge patients smoothly from back office areas and checks for any last minute questions. Makes return appointments as appropriate.
• Relieves patients' stress and anxiety with clear information
• Provides patients with required educational materials including; lifestyle brochures (LCB), Vaccine Information Statements (VIS), informs patients of content and answers any questions.
• Routes all formal patient complaints and grievances to Back Support Supervisor or Department Head. Solves what problems s/he can at "point of contact."
• Focus on Patient Flow:
• Maintains effective smooth patient flow (within site or suite). Assists the MA's at other pods as needed with patient work up or dismissal. Is responsive to needs of patients, clinicians, and team members.
• Uses software locator consistently when rooming patients and uses scheduler to flow them out
• Utilizes software locator to monitor flow simultaneously at all sites; take the initiative to cover as needed
• Maintains open communication with other team members, routinely checks status of patients waiting to be registered and relays status to the clinicians. Communicates with Back Support Supervisor to help resolve when necessary.
• Dismisses patients effectively (e.g., complete lab requisition; administer injections and immunizations according to guidelines, giving appointment, double check paperwork).
• Focus on Clinicians:
• Maintains effective assistance to, guidance of, and communication with providers.
• Works in conjunction with the providers for walk-in patient (i.e., obtains and documents patient chief complaint and presents to provider to determine if patient is to be seen or needs to be referred out).
• Helps the providers maintain pace by keeping them informed of patients that are ready.
• Prepares and sets up patients for exams according to providers' expectations
• Forewarns clinicians of possible complicated visits.
• Assists providers when assistance is needed (i.e., chaperoning, translation, etc.)
• Helps patients by providing basic knowledge of types of services provided by outside facilities.
• Focus on Intake Facilitation:
• Greets patients and directs to appropriate exam room or registration window.
• Educates clients on the services provided by the clinic and the programs available that help with the cost for health services
• Assures and/or completes enrollment and verifies all financial coverage's emphasizing third party enrollment and including any discount programs available through the health center
• Focuses on both general and financial intake of patients; accurately inputs personal and financial data into computer (e.g. family composition, Medi-Cal, financial coverage)
• Performs income eligibility analysis for patients to determine sliding fee eligibility and/or adjustments.
• Obtains signatures necessary for completion of patient registration
• Performs cashier and collection duties in accordance with Camarena policies and procedures; computes fees and collect payment for services;
• Maintains communication with medical support staff regarding status of waiting patients and keeps all waiting patients informed of their status and projected time of service delivery
• Correct registration errors & assist other team members with patients as necessary.
• Maintains distribution of patient surveys concerning clinic services.
• Focus on Scheduling and Collecting/Submitting Payments:
• Manages and maintains patient appointments; schedules according to standard for all services and staff as assigned
• Interacts supportably with patients regarding procedures for available service; orients patients to required information needed at time of service for optimum care; provides patients with awareness of general procedure costs
• Coordinates clinician schedules to maximize appointment availability with patients concerning rescheduling reasons and alternatives
• Coordinates assembling and pre-mailing of registration and welcoming packets for new patients
• Submits daily patient flow counts to designated staff
• Collects appropriate payment according to standards
• Focus on Communication:
• Practices effective telephone etiquette (e.g., think before you dial, make notes before you call, put a patient on hold courteously, leave precise messages on who to call back)
• Maintains good open communication with Supervisor and staff.
• Communicates any delays or changes of schedule to Front Support, and Clinicians
• Communicates room availability with each other, including providers
• Utilizes e-mail to communicate with staff members and checks messages on a regular basis (i.e., Outlook, EHR inbox, etc.)
• Focus on Teamwork:
• Shows consideration through consistent participation: ready at work on time and consistently prepared.
• Fully and clearly discloses key information to any team member in order to facilitate getting work done, problems solved, decisions made, etc.
• Maintains confidentiality in essential matters; such as patient information, and personal issues.
• Staff are expected to work as a team, and be flexible to work at other facilities as needed.
• Works flexible or extended hours where necessary
• Demonstrates self-initiative & self-motivation to help the team with work flow; good team player.
• Acquires and maintains the knowledge and skill necessary to work in all service suites.