Medical Support Specialist

divh2Medical Support Specialist/h2pThe 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./ppExpectations include arriving on time and adhering to set schedule, providing prompt medical support; promoting a smooth patient flow; collecting and recording data accurately; maintaining order of exam rooms, equipment and supplies; providing basic education and information to patients, making sure patients questions are answered; achieving the organizational mission to provide health care access for all the members of the community; consistently and openly communicating with Health Center Manager and all staff; working flexible or extended hours where necessary; participating in health center in-services, by listening and respecting others ideas; demonstrating 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; abiding by Rules of Confidentiality; use of professionalism and best efforts in your position./ph3Duties and Responsibilities/h3p1. Focus on Patients:/ppResponds 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./polliProperly 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./liliConsistently secures and protects patient information: activates screen saver, minimizes screen, or log off when walking away from computers for any period of time./liliCollecting and documenting patients basic health information, including height, weight, and vital signs for providers during examinations./liliAnswering phone calls and email and delivering messages to staff members./liliAssumes 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./liliUtilizes evidence-based Health Education Guidelines during each session/liliEnsures exam rooms are neat and set up appropriately for each patient exam./liliPerforms specimen collection, preparation and maintains required logs/liliPerforms EKGs, accu-checks, and other diagnostic procedures according to guidelines./liliMedical Support Specialist takes initiative to keep patient informed of upcoming procedures and requirements, to facilitate patient focus, involvement, and cooperation./liliDischarge patients smoothly from back office areas and checks for any last minute questions. Makes return appointments as appropriate./liliRelieves patients stress and anxiety with clear information/liliProvides patients with required educational materials including; lifestyle brochures (LCB), Vaccine Information Statements (VIS), informs patients of content and answers any questions./liliRoutes all formal patient complaints and grievances to Back Support Supervisor or Department Head. Solves what problems s/he can at point of contact./li/olp2. Focus on Patient Flow:/pol start=2liUses software locator consistently when rooming patients and uses scheduler to flow them out/liliUtilizes software locator to monitor flow simultaneously at all sites; take the initiative to cover as needed/liliMaintains 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./liliDismisses patients effectively (e.g., complete lab requisition; administer injections and immunizations according to guidelines, giving appointment, double check paperwork)./li/olp3. Focus on Clinicians:/pol start=3liWorks 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)./liliHelps the providers maintain pace by keeping them informed of patients that are ready./liliPrepares and sets up patients for exams according to providers expectations/liliForewarns clinicians of possible complicated visits./liliAssists providers when assistance is needed (i.e., chaperoning, translation, etc.)/liliHelps patients by providing basic knowledge of types of services provided by outside facilities./li/olp4. Focus on Intake Facilitation:/pol start=4liGreets patients and directs to appropriate exam room or registration window./liliEducates clients on the services provided by the clinic and the programs available that help with the cost for health services/liliAssures and/or completes enrollment and verifies all financial coverages emphasizing third party enrollment and including any discount programs available through the health center/liliFocuses on both general and financial intake of patients; accurately inputs personal and financial data into computer (e.g. family composition, Medi-Cal, financial coverage)/liliPerforms income eligibility analysis for patients to determine sliding fee eligibility and/or adjustments./liliObtains signatures necessary for completion of patient registration/liliPerforms cashier and collection duties in accordance with Camarena policies and procedures; computes fees and collect payment for services;/liliMaintains 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/liliCorrect registration errors assist other team members with patients as necessary./liliMaintains distribution of patient surveys concerning clinic services./li/olol start=5liFocus on Scheduling and Collecting/Submitting Payments:/liliManages and maintains patient appointments; schedules according to standard for all services and staff as assigned/liliInteracts 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/liliCoordinates clinician schedules to maximize appointment availability with patients concerning rescheduling reasons and alternatives/liliCoordinates assembling and pre-mailing of registration and welcoming packets for new patients/liliSubmits daily patient flow counts to designated staff/liliCollects appropriate payment according to standards/li/olol start=7liPractices 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)/liliMaintains good open communication with Supervisor and staff./liliCommunicates any delays or changes of schedule to Front Support, and Clinicians/liliCommunicates room availability with each other, including providers/liliUtilizes e-mail to communicate with staff members and checks messages on a regular basis (i.e., Outlook, EHR inbox, etc.)/liliAs a team member of Camarena Health the Medical Assistant respects and protects information regarding patients and other team members and abides by the rules of the Confidentiality of Information Protocol./liliMaintains good rapport with outside doctor offices and facilities/liliParticipates in daily huddles with care team, consisting of Medical Assistants, Front Support Staff member, and Clinician. In conjunction with daily huddles, schedules and pre-visit planning are discussed to provide individual patient care./li/olol start=7liFocus 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./li/olol start=8liStaff are expected to work as a team, and be flexible to work at other facilities as needed./liliWorks flexible or extended hours where necessary/liliDemonstrates self-initiative self-motivation to help the team with work flow;/li/ol/div