Clinical Operator

NorthShore Health Centers; Portage (IN); Remote; USD 35,000 - 50,000; Full time

Job summary

A leading healthcare provider in Portage, IN is seeking a Clinical Operator to act as a liaison between patients and their medical team. The role involves evaluating patient needs, providing care guidance, and ensuring effective communication. Ideal candidates will have a medical assistant or nursing certification, strong customer service skills, and the ability to work in a fast-paced environment. This position is remote, offering flexibility and the chance to make a significant impact on patient care.

Qualifications

• Minimum required education per state of Indiana/HRSA.
• Two years of experience working within a healthcare setting preferred.

Responsibilities

• Acts as a liaison between patients and medical providers.
• Receives calls and routes them to appropriate care team members.
• Utilizes critical thinking to create individualized care plans.

Skills

Customer Service

Critical Thinking

Communication

Problem Solving

Education

Certified Medical Assistant

Licensed Practical Nurse

Registered Nurse

Tools

Microsoft Office Suite

Job description

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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.

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.

Required Role Qualifications

• Minimum required education per state of Indiana/HRSA
• Certified/Registered Medical Assistant, Licensed Practical Nurse, Advanced Practical Nurse or Registered Nurse licensing
  
  

Preferred Role Qualifications

• Two years of experience working within a healthcare setting.
• Bilingual preferred
• Required experience (if any)
  
  

Required Skills

• Ability to analyze situations and solve problems at strategic and tactical levels
• Excellent interpersonal and customer service skills
• Ability to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies
• Ability to acquire a thorough understanding of the organization's hierarchy, jobs, qualifications, compensation practices, and the administrative practices related to those factors
• Practiced at organization and planning
• Employ Critical thinking and problem solving
• Maintains composure and operates with emotional intelligence
• Ethical reasoning and decision-making
• Strong attention to detail
• Receptive and responsive to feedback
• Excellent verbal and written communication skills
• Time management, prioritization, and sense of urgency
• Proficient with Microsoft Office Suite or related software
  
  

Physical Requirements

Physical, Visual, and Audible Requirements

Activity

Occasionally (1 -33%)

Frequently (34-66%)

Continuously (67-100%)

• Sitting
  
  

X

• Walking
  
  

X

• Standing
  
  

X

• Bending
  
  

X

• Squatting/ Crouching
  
  

X

• Climbing
  
  

X

• Kneeling
  
  

X

• Twisting/Turning
  
  

X

• Hand dexterity/Fine Motor Manipulation
  
  

X

• Lifting 0 – 50lbs
  
  

X

• Lifting 50+lbs
  
  

X

• Carrying 0 – 50lbs
  
  

X

• Carrying 50+lbs
  
  

X

• Pushing 0 – 300lbs
  
  

X

Visual & Audible Requirements – Employee mark an “x” for “YES” or “NO”

Activity

Yes

No

Can see without corrective eyewear

Can differentiate colors/see color differences clearly

Can hear without hearing assistance

• I acknowledge that I may be exposed to infectious and contagious diseases.
• I acknowledge that I may be in contact with patients under a wide variety of circumstances.
• I acknowledge that I can handle and respond to emergency or crisis situations per NorthShore Health Centers facility plans, protocols, and procedures.
• I acknowledge that I may occasionally be subject to irregular working hours.
• I acknowledge that I may be required to wear personal protective equipment (PPE) as necessary.
• Reasonable accommodations can be made to enable people with disabilities to perform the essential functions of the job described.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Other

Job function

• Job function

  Management and Manufacturing

• Industries

  Hospitals and Health Care

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