Clinical Services Coordinator (Bilingual)

Description

POSITION TITLE: Clinical Services Coordinator

LOCATION: HOPE Clinic

REPORTS TO: Clinical Services Manager 

EDUCATION: High School diploma or GED

WORK EXPERIENCE: 3 years or more in healthcare preferred

SALARY RANGE: $18.00 – $23.00 an hour

FLSA STATUS: Hourly – Non-Exempt

POSITION TYPE: Full-Time

POSITION REQUIREMENTS: Completion of a program of training for Medical Assistants is required; CMA or RMA is required or must obtain within 3-month orientation period

LANGUAGE: Fluent in English; Bilingual in English and Spanish, Arabic, Burmese, Chinese or other languages is required

HOPE Clinic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

JOB SUMMARY:

Clinical Services Coordinator will be responsible for medical issues/concerns related to health care identifying patient needs and assisting them with but not limited to RX refill status, and dental/medical clearance appointments. Responding to telephone inquiries from callers and ensuring patient satisfaction by providing quality service. 

MAJOR DUTIES & RESPONSIBILITIES:

• Processing medication refill requests, verifying prescriptions with the physician, and communicating with pharmacies;
• Ensure timely and accurate processing of Transition of Care (TOC) messages, demonstrates empathy, professionalism, and a positive attitude when interacting with patients;
• Verify and reconcile laboratory orders and results;
• Monitor, track, and review laboratory and diagnostic results in a timely manner and inform the patient of results if labs are reviewed;
• Process medication refill requests in accordance with established standing orders and protocols, ensuring patient safety and adherence to regulatory guidelines;
• Monitor and manage patient portal messages via ECW/Healow, routing communications appropriately to providers and ensuring prompt responses to patient inquiries;
• Telephone Triage; Providing basic health information and instructions regarding treatment plans or medication usage;
• Collect, verify, and enter accurate patient demographic and insurance information into eClinicalWorks (ECW);
• Schedule appointments properly and inform patient of items to bring to appointment;
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization;
• Understand when to escalate calls to medical personnel/physicians/managers;
• Contact patients for required programs;
• Direct calls to other departments as necessary or routes messages in the EMR to appropriate staff promptly;
• Address clinical topics including but not limited to prescription refill status, dental/medical appointment timeframes/advice, booking patient for vaccine, lab or other services, and providing laboratory results once reviewed by a licensed provider;
• Provides health advice based on direction and triage policy for patients calling in with symptoms, directs patients to emergency services when appropriate;
• Uses recall lists for disease-specific or general lists to recall patients to the clinic;
• Perform other duties as assigned to support HOPE Clinic’s Mission, Vision, and Values.

Requirements

QUALIFICATION REQUIREMENTS:

• Minimum of 3 years in health education, patient navigation, and/or health clinic patient assistance field preferred;
• CMA or RMA is required or willingness to obtain within 3-month probationary period;
• Knowledgeable of and maintains HIPAA standards of privacy and confidentiality;
• Knowledge of Microsoft Office and be able to utilize the Internet;
• Able to use basic office equipment (e.g., computer, copier);
• Strong written and oral communication skills;
• Must be detailed oriented and able to handle multi tasks;
• Must be able to handle multiple tasks, complexity, and diversity of patients;
• Insurance and medical experience preferred.

EDUCATION and/or EXPERIENCE:

High School diploma or GED is required; Associates Degree preferred. Completion of a program of training for Medical Assistants is required. Experience as a Medical Assistant preferred.

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