Patient Support Specialist - Full Time 4 days/week
Full Time
Westville, IN 46391
Posted
Job description
POSITION SUMMARY:
This position is responsible for scheduling appointments, maintaining records/accounts transferring calls, data entry and taking accurate messages. Also performs clerical functions as needed. Additionally serves as a Clinical Support Specialist/Medical Assistant as needed. This role floats to our Westville, Chesterton, Hobart, Crown Point and Valparaiso sites as staffing needs demand.
CORPORATE PHILOSOPHY:
Employees of Michiana Hematology-Oncology, PC are committed to abide by and promote the mission and values of the Corporation to ensure compassion and excellence of services entrusted to us.
MHO VALUES:
Compassion for ALL - At MHO, we provide patience, kindness and understanding to our patients, their families, and our team through the entire journey.
“No act of kindness, no matter how small, is ever wasted.” - Aesop
Continuous Growth - At MHO, each day is an opportunity to reflect and refine. We value continual growth of our patient’s satisfaction, team, diversity, culture, and commitment to evolve the practice through adapting to feedback and clinical innovation.
“What you do makes a difference, and you have to decide what kind of difference you want to make.” – Jane Goodall
Unparalleled Patient Experience - At MHO, we deliver consistent and patient-tailored care with an Unparalleled patient experience by a combination of collaboration, adaptation, and patient satisfaction.
“Patients can’t measure quality of clinical care; but they can measure quality of experience!” – unknown
Balancing Care with both Intellectual and Emotional intelligence - At MHO, we balance both the intellectual and emotional approach to provide positive relationships with our patients, their families, and our colleagues. Effective communication, self-awareness, interpersonal skills, and relationship management all contribute to a healthy patient and employee experience.
“Experience is not what happens to you – it’s how you interpret what happens to you”. - Aldous
SERVING THE PATIENT:
The Patient Support Specialist – West Float serves the patient by ensuring the patient gets where they need to be in the office, rooms patient to see MD, gets vitals/assessments, fills out important patient forms. Also serves the patients by making patient comfortable while receiving treatment by getting patients blankets, snacks, and beverages. Serve the patients by checking them into the office, verifying insurance information is correct and collecting co-pays. Schedule the patient's next appointments, per the Providers notes.
ESSENTIAL FUNCTIONS AND JOB RESPONSIBILITIES:
Works with team members and other departments to coordinate care, updates the electronic medical record, and schedules appointments.
Is responsible for scheduling and interacting with patients via telephone, face-to-face, email, and performs a range of duties which includes gathering required information in preparation for the patient's on-site appointment.
- Answering telephones from patients professionally and responding to patient inquiries and complaints.
- Researching required information using available resources.
- Perform data entry tasks.
- Handling and resolving customer complaints concerns relating to customer service problems
Optimize patients’ satisfaction, provider time, and treatment room utilization by scheduling appointments and by calling patient’s back during the agreed upon time frame daily.
Answers and transfers calls appropriately, takes and distributes messages.
Performs data entry and clerical functions as needed.
Maintains patient accounts by obtaining recording and updating personal and financial information.
Protects patients’ rights by maintaining confidentiality of personal and financial information.
Contributes to team effort by accomplishing related results as needed.
Performs clerical functions as needed.
Maintains the practices and principals set forth by MHO leadership with a strong commitment to service, excellence, and quality.
PRINCIPAL DUTIES AND RESPONSIBILITIES FOR CLINICAL SUPPORT SPECIALIST FUNCTIONS:
Responsible for chart preparation prior to exam, including but not limited to the acquisition of pertinent lab results, x-rays, consultation documents and previous treatment information.
Responsible for maintaining the exam rooms in a clean and well stocked manner. Responsible for escorting patients to and from the exam room in preparation for assessment.
Assists with basic patient assessment data, including but not limited to taking vital signs, weight, and medication list verification. Interacts professionally and compassionately with patients and families and relays any pertinent information to the physician or caregiver as appropriate.
Assists the physician and/or nurse practitioner with patient exams and minor surgical procedures as required. Assists physician with daily appointment/meeting schedule and minor clerical/secretarial activities as requested.
Assists the clinic staff in maintaining the patient care area in a clean and well-prepared manner, including but not limited to the making of beds, restocking patient supply items, and preparing teaching materials.
Completes patient’s disability, FMLA and other pertinent forms as requested, ensuring that HIPAA guidelines are followed, and medical record release policies observed.
Maintains the practices and principals set forth by MHO leadership with a strong commitment to service, excellence, and quality.
Maintains professional behavior, confidentiality, and discretion at all times, along with the ability to work with all levels of staff with a confident and professional demeanor.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
High school diploma or equivalent (GED). Previous medical office clerical experience preferred.
Proficient in Microsoft Office preferred. Working knowledge/experience in electronic medical records and/ or other medical software if applicable.
Accurately maintains and adheres to all safety rules and regulations.
Must possess the ability to work with patients and family members in a confident, respectful socially professional manner.
Excellent communication and organizational skills, with the ability to work in a fast-paced environment; prioritize tasks and workloads.
Demonstrated knowledge and competence in chart preparation, taking vital signs, and basic patient care.
Accurately maintains and adheres to all safety rules and regulations.
Must possess the ability to work with patients and family members in a confident, respectful, and socially professional manner.
Computer knowledge, including electronic medical record systems and Microsoft Office.
Performs other duties as assigned.
WORK ENVIRONMENT:
Clinic environment. Work requires sitting, standing, and/or walking in and around the clinic. Good manual and finger dexterity and eye-hand coordination, along with the ability to read and comprehend written instructions. High traffic area dealing with patients, family members, other staff, and physicians. Interaction with others may be constant and interruptive. Requires working under stress. Working knowledge of computers, with the ability to type, operates a keyboard, calculate, and operate equipment common to the field. Ability and knowledge to perform professional care appropriate to a chemotherapy nurse. Knowledge of administrative policies, regulations, and procedures to administer patient care. Knowledge of medical equipment and instructions. Skill in applying and modifying the principal methods, and techniques of primary care to provide ongoing patient care. Skilled in understanding medical history, assessing, and interpreting findings, along with the knowledge of common safety hazards and emergency situations. Skill in preparing and maintaining records, reports and responding to correspondence as needed. Establishes and maintains effective working relationships with physicians, patients, family members, employees, and the public. Ability to interpret, adapt, and apply guidelines. May be required to climb or balance; stoop, kneel, or crouch; lift and/or move patients. Frequent exposure to toxic substances, medical preparations, and other conditions common to a clinic environment.
REPORTING RELATIONSHIPS:
Direct Manager: Home Site Manager- Day to Day Lead: Daily Site Manager
- Strategic Coach: TBD
EXPECTED OUTCOMES:
The Patient Support Specialist will promote the positive experience of the MHO patient by ensuring the patient’s needs re met and MHO team members and providers are supported in the delivery of patient care.
SUCCESS:
Success for the Patient Support Specialist – West Float includes:
- Quality work: Completing all work thoroughly, accurately, and in a timely manner.
- Punctuality/Time management: Arriving and leaving shifts on time, regularly taking lunch breaks, and being productive with their time at work.
- Initiative: Self-starter, with the willingness to share ideas to help improve patient experience and quality of care. Willingness to work with team members on projects that improve the department and #OneMHO as a whole.
- Flexibility: Ability to adjust work hours to accommodate the needs of the organization and fellow team members.
- Attitude: Being a positive and professional. Recognizing the privilege, we must serve patients and their families during one of the hardest times in their life. Creating an environment that is welcoming and safe for patients and team members.
- Certifications/continued education: maintaining licenses and certification required for the position, continuing education to stay current with industry standards, and seeking opportunities to advance skills and abilities.
This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities, and work conditions may change as needs evolve.
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