Primary Care Team Contact Associate

NYC Health + Hospitals; New York (NY); On-site; USD 42,000 - 62,000; Full time

Job summary

NYC Health + Hospitals/North Central Bronx (NCB) is seeking an ambulatory care support specialist to perform clerical, administrative, and customer service functions within the Primary Care Team. Under supervision of clinical staff, you will handle calls, scheduling, patient communications via MyChart, and ensure accurate records in Epic, contributing to safe, patient-centered care.

Requires high school diploma and 3 years of related experience.

Qualifications

• High school diploma and 3 years ambulatory care non-licensed support.
• Experience with electronic medical records and patient communication.

Responsibilities

• Receives and filters patient communications and documents calls in the EHR.
• Assists with scheduling and referral coordination for the Primary Care Team.
• Handles patient questions via phone, MyChart, and in-person encounters.
• Maintains accurate patient records and supports performance improvement activities.

Skills

Clerical tasks

Customer service

Epic EHR

Telephone & MyChart communication

Care team coordination

Education

High school diploma or equivalent

Tools

Epic Systems

Job description

Marketing Statement

NYC Health + Hospitals/North Central Bronx (NCB) is a member facility of the New York City Health + Hospitals system, one of eleven acute care facilities within the City of New York. A 215-bed community hospital, NCBH specializes in women’s and children’s services. It also provides Behavioral Health acute and ambulatory care. Its busy outpatient department has led the way in community-based care delivered in a compassionate and culturally-appropriate manner. It’s Labor and Delivery service safely brings more than 800 babies into the world each year. NCBH is committed to providing safe, high-quality medical care for any and all in need.

Marketing Statement

NYC Health + Hospitals/North Central Bronx (NCB) is a member facility of the New York City Health + Hospitals system, one of eleven acute care facilities within the City of New York. A 215-bed community hospital, NCBH specializes in women’s and children’s services. It also provides Behavioral Health acute and ambulatory care. Its busy outpatient department has led the way in community-based care delivered in a compassionate and culturally-appropriate manner. It’s Labor and Delivery service safely brings more than 800 babies into the world each year. NCBH is committed to providing safe, high-quality medical care for any and all in need. At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Duties & Responsibilities

Purpose of Position

Under the supervision of professional clinical staff, as part of the Primary Care Team, in an ambulatory care clinic, performs a variety of on-site clerical, administrative, and customer service functions to support providers, patients, families, care givers and community partners. Acts in compliance with NYC Health + Hospitals, health care setting, and other appropriate regulatory requirements and patient safety standards; performs related work.

Examples Of Typical Tasks

• Receives and filters incoming communication from patients via telephone, MyChart messaging and/or in-person, and documents calls and follow-ups in the electronic health record.
• Answers routine inquiries of patients via telephone, MyChart messaging and/or in-person (i.e., test dates and follow-up appointments).
• For clinically related questions, collects all relevant information from pertinent sources, such as the patient and the electronic health record information, and escalates questions to the appropriate care team member to ensure the patient receives a prompt and effective answer.
• When unable to directly schedule an appointment for the patient, facilitates appointment request escalations from the Contact Center or other sources to appropriate departments for scheduling.
• Receives inquiries from external agencies, such as a pharmacy or a provider outside of Health + Hospitals, collects all relevant information, and escalates the inquiry to the appropriate care team member.
• Facilitates interactions with Home Care or other external agencies requiring signatures, order clarification, changes or requests for additional services by collecting the required information and sharing with the patient’s provider.
• Provides materials such as forms and letters for appropriate patient and/or provider needs. Assists patient with the completion of forms, letters, and other necessary documents as identified by the patient, family, or community partner, including reviewing the electronic health record to obtain information needed for requested forms.
• Communicates straightforward messages from care team members (i.e., Primary Care Provider [PCP], nurse, practice manager) to patients (i.e., “Your doctor has refilled your medication”).
• Contacts patients who are overdue for routine care or other care gaps for chronic disease and/or routine prevention and immunizations, and assists them in scheduling needed primary care, provider, lab or imaging appointment, as appropriate; informs or relates to patient information on additional tests or procedures required.
• Maintains accurate files and relevant records; operates required Information Technology systems, including Epic.
• Attends daily care team huddles, participates in staff departmental and interdisciplinary meetings and training, and performance improvement activities, as required.
• During a declared emergency/disaster, may be reassigned to help support patients throughout the System.

Minimum Qualifications

• High school diploma or its educational equivalent, approved by a State’s Department of Education or a recognized accrediting organization; and
• Three (3) years of experience, performing non-licensed nursing support patient care activities, in an ambulatory care setting, including direct patient care, direct patient communication, and utilizing electronic medical records systems, and/or have experience as a medical assistant in a health care setting.