Summary/
Objective
The Clinical Operator acts as a liaison between the patient and their medical provider by evaluating the main issue or primary complaint. The Clinical Operator uses focused, evidence-based triage protocols to determine urgency and provide suitable care guidance and suggestions for next steps.
Essential Functions
- Receive calls from patients requesting to speak to a member of their medical team, and routes calls to the appropriate care team member
- Send tasks in the electronic medical record for medication refills, referrals, and other patient requests to their providers
- Displays outstanding customer service and communication abilities and the capacity to work as part of a highly productive team that is consistently patient centered
- Establishes positive first impressions with patients, establishing a role as an advocate
- Reviews and assesses all incoming phone calls and electronic messages, prioritizing and addressing them as needed. Involve the provider when appropriate to successfully complete the communication process
- Utilizes critical thinking to create, put into action, and revise an individualized care plan based on the identified patient care and learning requirements
- Asks key questions to gain insight into the patient’s condition or concern and able to adjust approach as needed to get necessary information
- Document all communications in the electronic medical record
- Follows triage protocols in place for the department
- Assist in scheduling appointments for patients with providers
- Uses effective service recovery skills to solve problems or service breakdowns when they occur
- Maintains HIPAA standards and confidentiality of protected health information.
- Perform other duties as assigned.
*These essential functions are a summary of the primary duties and responsibilities of the position and are not intended to be a comprehensive listing of all duties and responsibilities. The position will include other duties as assigned and duties are subject to change at the management’s discretion.
Competencies
- Planning and strategic foresight
- Responsible Decision Making and Problem Solving
- Integrity and accountability
- Innovation and creativity
- Adaptive and flexible
- Leadership, teamwork, and conflict resolution
- Professionalism and work ethic
- Empathy
Work Environment
Work is performed in an office environment. Involves frequent personal and telephone contact with patients, physicians, and other healthcare personnel. Work may be stressful at times. Interaction with others is constant and interruptive.
Travel
Travel outside of Northshore locations will be rare for this position. This position is remote.