Clinical Support Specialist Job in Wichita, KS

Clinical Support Specialist

SUMMARY

Serve as liaison between the call center and the clinical teams by guiding the scheduling of appointments and ensuring proper follow up for patients’ needs

 

Demonstrates quality patient service during interactions with patients, coworkers, and vendors:

• Exhibits a positive attitude and is flexible in accepting work assignments and priorities
• Meets attendance and tardiness expectations
• Is dependable; follows policies and procedures
• Maintains professionalism in interactions with patients and coworkers
• Performs quality work and consistently exhibits initiative

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential Skills and Abilities:

• Knowledge of medical and ophthalmic terminology.
• Exceptional communication and interpersonal skills
• Professionalism, demonstrated respect for staff and patients
• Positive and collaborative team member
• Strong organization with attention to detail
• Proficiency with utilizing computer and applicable software tools
• Knowledge of HIPAA requirements and the importance of maintaining patient confidentiality
• Management of multiple tasks occurring simultaneously

 

Provide patient triage support by determining appropriate course of action for patients with urgent or acute conditions.  This may include scheduling the patient to be seen the same day or speaking directly with a CVP physician and/or designated representative to coordinate appropriate and necessary care for the patient.  Document all activity in patient record.

 

Manage doctor to doctor calls, doctor to patient calls as needed.

 

Guide Call Center agents on proper patient appointment scheduling

• Help Fast track urgent appointments for patients that require immediate attention
• Offer assistance to scheduling agents who are unsure of how to correctly schedule or reschedule appointments
• Coordinate communications between medical professionals for consultation and patient care follow up to ensure patients are receiving timely care.

 

 

 

Prescription Refills and Prior Authorizations

• Facilitate the approval or denial of prescription refill requests for all providers at CVP within 48 hours
• Work with insurance companies to obtain prior authorization for medications if required, and maintain follow up with patients while waiting for authorization to be complete
• Pre-Certification for surgeon and procedures
• Ensure accurate documentation of all prescription related activities in NextGen
• Manage eRx reports for all clinics
• Manage appeal letters

 

Patient Required Documentation

• Work with providers to complete required patient forms, including disability paperwork, FMLA paperwork, DMV paperwork, work excuses, BWC paperwork, CAB paperwork etc.
• Provide copies of glasses prescriptions, contact lens prescriptions, etc. to patients when requested
• Manage patient communication through the portal to individual providers, responding directly to patients when able
• Complete and send letters to referring and co-managing physicians, consult letter, co-management letter, missed appointment letters, no show letters, non-compliance letters, etc.
• Manage incoming referral letters and documentation. Track inside referrals and assure proper documentation is received
• Precertification for MRI/CT Scans
• Communicate with providers, and call patient with results and doctor recommendations
• Sympathy Cards

 

Clinic Schedules

• Rescheduling appointment from provider template changes
• Rescheduling no shows
• Contacting patients for follow-up visits
• RTC Report for missed appointments

 

Compliance/MIPS

• Export CCD’s
• Manage Phreesia COVID Report
• Patient Portal

 

Ensure there is a resolution of all patient issues and tasks, making sure to specifically resolve complex issues and document any tasks assigned to others. Respond to patient inquiries and document concerns in feedback system. Ensure all patient issues are addressed within one business day.

 

Other duties as assigned.

 

 

JOB QUALIFICATIONS To perform the job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily with or without reasonable accommodation.  The requirements below are representative of the minimum knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities. 

 

EDUCATION AND/OR EXPERIENCE

• Minimum of a High School diploma or general education degree.
• Previous medical office experience preferred; 1-2 years of previous ophthalmology experience required.

 

CERTIFICATES, LICENSES, REGISTRATIONS

• N/A

 

PHYSICAL DEMANDS

Indicate the amount of time spent for each activity required as it relates to the essential functions.

 

Physical Requirements	% of Time	LBS	Physical Requirements	% of Time	LBS
Bending	25		Vision – close/distance	100
Carrying	25	≤ 25	Vision – color vision	100
Climbing	5		Vision – depth perception	100
Driving	10		Vision – peripheral vision	100
Grasping	100		Vision – ability to adjust focus	100
Hearing	100		Stooping	25
Lifting	10	≤ 25	Walking	75
Pulling	10	≤ 25	Writing/Typing	100
Pushing	10	≤ 25	Speaking	100
Reaching	50		Fine Motor Skills	100
Sitting	50		Use of Hands	100
Standing	50		Other (please describe)

 

 

Location: Work takes place in a normal office/clinical environment. Travel to other CVP locations may be necessary to fulfill essential duties and responsibilities of the job. Thus, those needing to travel for work must have access to dependable transportation, and driving record must meet company liability carrier standards.

 

Exposure:   Works in normal office environment during normal business hours. May be exposed to blood or bodily fluids. May also be exposed to various cleaning supplies. 

 

Equipment: The equipment typically used in this position is a computer, fax, copier, printer, scanner and telephone.  Must have good working knowledge of Word, Excel and Access.  Other equipment may be used as needed. Personal Protective Equipment (PPE) follows standard precautions using personal protective equipment.

 

DISCLAIMER

This job description is intended to convey information essential to understanding the current scope of the job and the general nature and level of work performed by current job holder(s) within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.  CVP reserves the right to change the expectations of the job and assign or reassign duties and responsibilities at any time.