Clinical Access Specialist

Davita Inc.; Maryland; Hybrid; USD 100,000 - 125,000; Full time

Job summary

A leading healthcare provider is seeking a Clinical Access Specialist to manage clinical calls and patient scheduling in a hybrid role. This full-time position requires medical certification and at least two years of customer service experience. The ideal candidate must demonstrate compassion and strong communication skills while maintaining urgency in a fast-paced environment.

Qualifications

• 2 years experience in a customer service role required.
• Must have certified or registered medical assistant or LPN licensure.
• Telephonic customer service experience preferred.

Responsibilities

• Handle inbound and outbound clinical calls effectively.
• Schedule patients for follow-up and lab appointments.
• Triage calls and connect patients with the clinical team.

Skills

Interpersonal Communication

Problem Solving

Decision Making

Empathy

Attention to Detail

Education

High School Diploma or GED

Completion of approved Medical Assistant program

Completion of approved LPN program

Job description

General Summary of Position

We
have a full-time, day shift, hybrid opportunity at our call center in Columbia. The Clinical Access Specialist will assist with inbound and
outbound clinical calls, will triage calls, and connect patients with the
clinical care team. This role is also responsible for scheduling patients for
follow-up and lab appointments.

Certified or Registered Medical Assistant required or LPN license
required.

Primary Duties and Responsibilities

Is responsible for inbound and outbound call handling to identify and assess callers' needs quickly and accurately.

Solves problems systematically, using sound business judgment and critical thinking skills.

Demonstrates high reliability principles through proactive approach to patient safety, reporting patient safety events and near-misses, identifying and implementing opportunities for improvement, and seeking system solutions to safety concerns.

Maintains alertness for patient/caller medical or health issues that may need to be addressed urgently. Promptly notifies clinical personnel or intervenes as per departmental protocol.

Ensures complete communication (closes the loop and follow up) between key customer groups, including internal and external customers, in an appropriate and timely manner.

Maintains scheduling and lab call back protocol knowledge base and designated skills in order to meet established goals for scheduling accuracy, results call backs, daily call metrics, and defined individual/team goals.

Maintains subject matter knowledge of assigned specialties and/or lab call back scripting and workflows to effectively address patient inquiries, prepare prescription refill requests, lab result inquiries, and clinical questions to the providers.

Minimum Qualifications
Education

• High School Diploma or GED required.
• Completion of an approved Medical Assistant (MA) program required or completion of an approved LPN program.
• One year of relevant education may be substituted for one year of required work experience.

Experience

• 2 years of experience in a high-volume customer service industry position analyzing and resolving customer concerns from basic to complex in nature. required.
• 1-2 years Telephonic customer service experience typically acquired in a call center role, front desk reception, hospital, or medical office scheduling environment required.

Licenses and Certifications

• Certified Medical Assistant (CMA)-AAMA Certified Medical Assistant (CMA) by the American Association of Medical Assistants required or Registered Medical Assistant (RMA)-American Medical Technologists Registered Medical Assistant (RMA) through American Medical Technologists or equivalent within 12 months of hire required or LPN - Licensed Practical Nurse - State Licensure required.

Knowledge, Skills, and Abilities

• Ability to type 40 WPM accurately.
• Intermediate proficiency with software applications including creating and editing Microsoft Word documents and Excel spreadsheets.
• Ability to navigate through multiple technology programs simultaneously while speaking with patients/families on the telephone.
• Exceptional interpersonal and telephone communication skills and use of grammatically correct written communication.
• Ability to empathize with and prioritize MedStar customer needs while remaining composed, focused and demonstrate compassion during stressful situations.
• Good communication and decision-making skills, especially while multi-tasking.
• Ability to work in a high-stress and complexity environment applying a high sense of urgency. Strong attention to details.

This position has a hiring range of $19.17 - $33.08