Position Summary:
The Clinical Support Aide assists the Medical Services teams by coordinating, prioritizing, and responding to telephone calls and in-person requests for handling forms and other paperwork from patients and internal staff. Performs initial triage of incoming telephone calls, records accurate information from callers, and determines patients needs; and provides the primary clerical and administrative support to the team for patient-related matters.
Program Specific Essential Duties and Responsibilities:
• Answers and triages all calls politely and by identifying self by name, position, and team. • Assesses the nature of calls and determines which calls are patient or administrative related, require immediate attention, or can be transferred to voicemail. • Retrieves reports, dictation, or correspondence so that updated information is available for each patient visit. • Checks encounter forms for completion of procedure type and diagnosis and reconciles encounter form with the day sheets at the end of each day and for each team provider. • Schedules patient appointments for lab tests, follow-up, acute same-day visits, add-ons, and other appointments as directed. • Cross-trains with MAs to follow-up on patients who do not keep appointments and to assist triage RN answer phone calls. • Opens, triages, and sorts mail as directed by the Team Leader Nurse. • May from time to time perform minor clinical tasks such as weighing, measuring patients, collecting vital signs, or Snellen exams.
Qualifications and Education Requirements:
One of the following combinations of education and employment experience must be met in order to be considered for the position:
Education and Experience:
• Certificate Nurse Aide or two to four years college, post-high school training required. • Training in medical terminology preferred.
Minimum Requirements:
• A minimum of two years of experience working in a medical or human service environment. • Relevant computer skills required, including work with EMR. • Knowledge of medical terminology, experience in telephone triage in a medical setting preferred.
Language Requirements:
• Bilingual in English and another language appropriate to FHCW patient population required.
Work Schedule:
Monday through Friday, 8:00am to 4:30pm or 8:30am to 5:00pm, on-site position.