Nevada Health Centers is looking for a Clinical Support Team Representative to join their team in Carson City, NV. This is a full-time position.
The Clinical Support Representative serves in a support role to providers assuring patient clinical follow-up needs are addressed in a timely manner. This position is responsible for supporting patients with referrals, prior authorizations, refill medication requests and other needs that require clinical actions. The position works in a call center environment and communicates with patients over the telephone.
- High school diploma or general education equivalent (GED) required
- Certification of completion of Medical Assistant program, or equivalent experience
- Current CPR or BLS certification required
- Fluent in English and Spanish, with excellent verbal, reading and writing skills preferred
- Demonstrated proficiency with data entry and general familiarity with Electronic Health Record systems required
- Previous experience in multiple phone lines preferred
Responsibilities / Functional Job Description
§ Provides exceptional customer service to both internal and external customers.
§ Monitors and directs incoming (transferred) MA calls in a timely manner.
§ Assures all abandoned callers receive a call back within 24 hours of the initial call.
§ Maintains appropriate communication and good interpersonal skills with supervisors, staff, providers and patients to ensure coordinated efforts and provisions of high quality service.
§ Works closely with providers to receive guidance and instruction for patient care follow-up.
§ Attends required meetings and participates in committees as requested.
§ Creates a positive work environment and handles patient concerns appropriately.
§ Completes appropriate patient documentation in electronic medical record.
§ Follows all policies and procedures and appropriately report concerns and patient issues as well as procedures for personal requests.
§ Alerts for ways to improve customer service, improve patient flow
§ Provides culturally competent customer service
§ Ability to interact effectively and positively with other staff members
§ Performs all other duties as assigned.
Desired Knowledge, Skills & Abilities
§ Knowledge of general office practices in a clinical setting, including electronic health records
§ Exceptional customer service skills
§ Detail oriented and ability to handle multiple and shifting priorities
§ Excellent ability to problem solve, deescalate/resolve conflict and perform service recovery
§ Reliable with initiative to obtain appropriate support with a patient issues as needed.
§ Creative, independent team player capable of working within an organizational structure
§ Demonstrated ability to produce high quality work in a consistent manner
§ Demonstrated ability to manage timelines and projects to assure timely completion of projects.
NVHC’s Equal Employment Opportunity Statement:
Nevada Health Centers will provide equal opportunity employment to all employees and applicants for employment. No person shall be discriminated against in employment because of race, color, gender, age, national origin, ancestry, religion, physical or intellectual disability marital status, parental status, sexual orientation or any other category protected by law.
Americans with Disabilities Act (ADA) Statement
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time at a call center work station; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; stoop, kneel, or crouch. The employee must regularly lift and/or move up to 20 pounds.
Electronic Medical Record
Attention To Detail