Clinical Support Services Assistant

Position Overview

Under direct supervision, this non-exempt position is responsible for performing clinical administrative tasks such as maintaining medical records, updating patient records with test results or other information relative to their treatment plan, appointments, prior authorization, Release of Information (ROI), and care coordination.  This position consists of several levels based on education and experience.  Reports to the Assistant Clinical Support Services Manager.

Key Responsibilities 

• Provides day-to-day clinical support to promote an optimal patient experience, customer service, and availability of clinical services; performs technical/clinical responsibilities in assigned work area and assumes responsibility for maintaining a positive and professional work environment conducive to professional development; coordinates patient appointment needs post discharge from the emergency room or hospital, including arranging for post-hospital appointments and assisting with appointments and additional resources as needed; and coordinates with other members of the healthcare team to ensure that patients receive appropriate care at each stage of their treatment plan
• Prepares copies for mailing requesting additional or missing information from patient registration or providers and informing supervisors of providers who are delinquent in writing and signing reports; prepares periodic reports on department activity for supervisors or regulatory agencies; and prepares and distributes reports to appropriate places and persons.
• Reviews and approves court orders and telephone or written requests for release of patient information to ensure authorization; and maintains confidentiality of all medical records while maintaining a record keeping system to ensure that all medical records are accurately prepared and protected in accordance with standard practices.
• Facilitates effective communication between providers, team members, partner clinics, families, and caregivers; facilitates patient engagement to include identifying gaps in services, assisting with barriers for patients who frequently no-show to reschedule appointments, and patient education; and develops, maintains, analyzes, and reports data on ancillary health programs as needed to required entities.
• Creates contingency plans for each step of the process to anticipate treatment and service complications, while ensuring that the patient attains pre-determined outcomes; and creates community-clinical linkages to create a team- based approach through supporting and enhancing the work of the health care team to include establishing referral partnerships.
• Performs administrative support work such as word processing, creating spreadsheets, data entry and retrieval; orders, monitors and distributes program supplies/resources; and other information to ensure accuracy and conformance to established procedures and policies; counsels patients regarding patient responsibilities and rights; and adheres to patient confidentiality guidelines. Performs other duties as assigned.

Required Qualifications

There are four (4) levels to this position and compensation will be commensurate with the level of education and experience of the candidate. 

• Entry-Level: High school diploma and at least six (6) months of health information management, medical office referral procedures and general knowledge of Electronic Health Records system or any equivalent combination of education and experience.
• Level I:  High school diploma, one (1) to two (2) years of health information management, medical office referral procedures and general knowledge of Electronic Health Records system or any equivalent combination of education and experience.
• Level II: Associate degree in Business Administration or related field, three (3) to five (5) years of health information management, medical office referral procedures and general knowledge of Electronic Health Records system or any equivalent combination of education and experience.
• Lead: Associate degree in Business Administration or related field, five (5) to eight (8)  years of health information management, medical office referral procedures and general knowledge of Electronic Health Records system; and one (1) to two (2) years of supervisory or lead experience; or any equivalent combination of education and experience.

Required Knowledge, Skills and Abilities

• Healthcare Management – Knowledge of planning, directing, and coordinating non-clinical services to include specific knowledge of healthcare operations and technology and the referral process.
• Case Management - Knowledge of case management techniques, principles, and practices to evaluate and coordinate the delivery of public assistance to customers and their families.
• Office Administration – Knowledge of office systems, practices, procedures, and administration.
• HIPAA – Knowledge of the federal Health Insurance Portability and Accountability Act (HIPAA) to ensure the privacy and safeguard patient information.
• Customer Service — Considerable knowledge of principles and processes for providing customer service. This includes meeting quality standards for service.
• Technology — Knowledge of general office equipment and personal computers to include word processing, spreadsheet, and related software. Comprehensive knowledge of office systems, practices, procedures and administration.
• Computer Skills – Utilizes a personal computer with word processing, spreadsheet, and related software to effectively complete a variety of financial tasks with reasonable speed and accuracy.
• Time Management - Plans and organizes daily work routine. Estimates expected time of completion of elements of work and establishes a personal schedule accordingly. Implements work activities in accordance with priorities and estimated schedules.
• Interpersonal Relationships – Develops and maintains cooperative and professional relationships with employees and all levels of management to include representatives from other departments and organizations.
• Communication – Ability to effectively communicate ideas and proposals verbally and in writing, to include the preparation of detailed logs which include numerical information.
• Judgment/Decision Making— Evaluates the best method of research and then exercises appropriate judgment in establishing priorities and resolving complex matters. Considers the relative costs and benefits of potential actions to choose the most appropriate one.
• Coordination of Work – Ability to establish and implement effective administrative programs and procedures. Ability to plan and organize daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology. Attends and maintains a calendar for meetings, deadlines, and events.