Clinical Support Assoc

Summary:

Assists Primary Care Clinicians and practices to deliver high-quality patient care, and provides support for the integration of new technology to improve the patient experience, including remote patient monitoring.

Responsibilities:

Responsible for patient outreach, scheduling appointments and triaging care needs for patients identified through phone, text, or portal communications

Coordinates the triage of complex care transition needs related to physician transitions to ensure continuity of care for all patients

• Responds promptly and professionally to incoming patient inquiries in person, by telephone, portal message or by email
• Documents patient interactions when necessary, compiling documents and triaging messages to the appropriate clinical team or provider
• Provides simple and clear responses to patient questions and verifies for patient understanding and acceptance
• Establishes and maintains good rapport with patients and works to anticipate their possible needs

Teaches patients to use new technology including, but not limited to, remote patient monitoring devices and platforms

Works collaboratively on an interdisciplinary team to provide exceptional quality and experience of care for patients

• Maintains an updated knowledge of the organization's products, services, and customer service policies

Assists the Clinical Transformation Project Administrator as necessary

Attends meetings/workshops as they relate to current position and stays up to date with current information and department/office workflows by checking EMR messages and company email on a consistent basis

Complies with federal and local confidentiality laws, including HIPAA, ensuring patient privacy

Adheres to Brown Health Medical Group Primary Care guidelines and policies for protecting patients’ demographic, clinical and financial information

Performs other job-related duties as assigned

Other information:

Education and Experience

High School Diploma or equivalent

At least 2 years of prior experience working in a medical support position/setting (MA, MS, PSR, etc.)

Any combination of education and experience that is substantially equivalent is also acceptable

Knowledge, Skills, and Ability

Ability to show care and compassion when supporting patients

Ability to collaborate with colleagues and teammates as necessary to ensure quality work

Ability to organize, prioritize and schedule work assignments

Ability to organize work and operate under pressure with the skills to think critically and problem solve

Ability to be flexible and receptive to change, while learning quickly and retaining new information

Ability to maintain professionalism and provide superior customer service to all

Excellent interpersonal and communication skills (both verbal and written) with the capability to effectively communicate with employees, patients, providers, insurance companies, etc.

Ability to work both on a team and independently, with the capability to self-direct

Ability to use technology with proficiency in electronic medical record (EMR) platforms and Microsoft Office applications such as: Outlook, Excel, and Word

Ability to take initiative, organize, prioritize, and follow through with work assignments assuring fulfillment of plans and goals

Physical Requirements

This role works primarily in a hybrid capacity and has daily communications through virtual meetings. Some time in the office will be required.

Prolonged periods of sitting at a desk or standing while using a computer

Work and move among all departments of Brown Health Medical Group Primary Care group

Excellent hand/eye coordination

Lift up to 15 pounds

Manual dexterity to operate a personal computer or laptop as well as standard office machines and equipment as it pertains to one’s position

State-wide travel and operation of personal motor vehicle

Must have a valid driver’s license, clear driving record, and proof of auto insurance

Visual Acuity, Hearing, and Speaking

Capability to transfer information from original source to paper, computer, telephone and in person

Brown University Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, ethnicity, sexual orientation, ancestry, genetics, gender identity or expression, disability, protected veteran, or marital status. Brown University Health is a VEVRAA Federal Contractor.

Location: Brown Health Medical Group Primary Care, USA:RI:Providence

Work Type: Full Time

Shift: Shift 1

Union: Non-Union