Clinical Support Representative

United-Digestive; Atlanta (GA); On-site; USD 42,000 - 54,000; Full time

Job summary

United-Digestive in Atlanta, GA seeks a Clinical Support Specialist to assist office staff, physicians, and management with scheduling, patient communications, and documentation.

You will handle endoscopy scheduling, coordinate lab and imaging results, manage prescription refills, and ensure HIPAA compliance while delivering compassionate service in a fast-paced gastroenterology setting.

Qualifications

• High school diploma or GED required; CMA certification preferred.
• Experience in gastroenterology or ambulatory care is a plus.
• Computer literacy and ability to operate healthcare systems and MS Office.

Responsibilities

• Schedule patient appointments including endo procedures.
• Obtain lab or radiology results and communicate to physicians and patients.
• Counsel patients on treatment or procedures as needed.
• Prepare prescription refill requests for physician approval.
• Answer emails and voicemails; return calls promptly.
• Support patient accounts to ensure timely payments.
• Maintain HIPAA confidentiality and participate in staff meetings.
• Cross-train in PSC functions as directed by management.
• Address encounters within 24-48 hours; meet performance standards.

Skills

Scheduling

HIPAA compliance

Customer service

Microsoft Office

Communication

Medical terminology

Education

High School Diploma

CMA certification

Tools

EHR software

Job description

GENERAL SUMMARY OF DUTIES: Responsible for supporting office staff, physicians and management with all clinical, clerical, and organizational tasks revolving around patient care. Advanced level scheduling for all patients to include scheduling patient appointments via telephone or electronic communication for: procedures, follow-up office visits, and ancillary services. Additionally, responsible for obtaining accurate documentation of patient information, physician scheduling, endoscopy center scheduling, requests received via the Patient Portal, and for responding, resolving and/or escalating as required, to all patient related issues.Manage and triage incoming phone calls or assigned tasks to resolve patient inquires with minimal patient transfer to office staff. Assume responsibility for resolving and fulfilling patient requests including test results, prescription refills, and general healthcare questions. Schedule and reschedule appointments to include Endo procedures.REPORTS TO: Senior Manager, Patient Service CenterRESPONSIBILITIESDuties include but are not limited to:Schedule patient appointments to include endo proceduresSchedule and obtain results for lab or radiology procedures; accurately communicates results to physicians and patients as necessary (with provider approval)Has knowledge of drug uses and dosage requirementsPrepares requests for prescription refills for physician approval (i.e. enter pharmacy info, send details to MD via telephone encounter)Accurately provide or counsel patients and/ or relatives with pertinent information regarding medical treatment or procedures as necessaryAnswers emails and voicemails and returns patient calls in a timely and efficient mannerCompletes requests for information from other AGA staff and ensures that they are handled promptly and effectively to guarantee payment on patient accountsAbides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient informationParticipates in staff meetings as directed by the Office ManagerParticipates in marketing activities as directed by the Office ManagerCross trains and performs other PSC functions including phone triage, scheduling, pre-certification, document filing, referral, or medical records management as directed by the managementMeeting department performance standards some of which are:Address encounters or tasks within 24-48 hours as assignedRemain available in call queueMaintain minimum monitoring score of 90%Any other duties and/or special projects as assignedREQUIRED EDUCATION, SKILLS & EXPERIENCEHigh School Diploma or GED required; Must have 2-3 years of specialty clinical experience, gastroenterology experience preferred. Certified or Registered Medical Assistant preferred, must be computer literate and able to operate healthcare system and multiple Microsoft Office applications.ADDITIONAL SKILLS AND EXPERIENCEPSC Clinical Support must be able to:- Possesses the ability to deal with patients, visitors, co-workers, and physicians with courtesy and respect- Displays a professional outgoing warm and helpful attitude- Possesses compassion for dealing with people who are ill and need help- Plan, prioritize, and complete multiple tasks as delegated by the Office Manager- Work under pressure; assess, respond, and communicate issues in a timely manner- Communicate clearly with patients and coworkers through the telephone, email, and in-person- Interpret and apply clinical and non-clinical policies and proceduresPHYSICAL/MENTAL/ENVIRONMENTAL DEMANDSRequires sitting and standing associated with a normal office environment; travel as business needs require