Support Specialist

ChangePoint Integrated Health Centers; Show Low (AZ); On-site; USD 32,000 - 42,000; Full time

Job summary

ChangePoint Integrated Health Centers in Arizona seeks a Support Specialist to organize operations of the business office, including patient check-in, appointment scheduling, and front desk duties. The role supports the Medical Department with documentation, coordinating care, telemedicine duties, recording vitals, and liaising with providers and insurers.

Strong clerical skills, confidentiality, and teamwork are essential.

Qualifications

• High school diploma or GED is required.
• Valid Arizona Driver's License is required.
• Combination of clerical training and experience equivalent to at least one year is preferred.

Responsibilities

• Greet clients at check in and verify address and phone.
• Schedule follow up appointments at check out.
• Maintain an organized, efficient front office.
• Handle incoming calls and messages promptly and professionally.
• Assist walk-ins and referrals; manage confidential information.

Skills

Fluent English

Literate

Prioritize workload

Customer service

Education

High school diploma/GED

Job description

LINES OF AUTHORITY: This position issupervised by the Office Manager and in conjunction with the Program Director.

POSITIONSUMMARY: The Support Specialist's purpose is to organize all functionsassociated with the operations of the business office, utilizing skills incomputer entry and administrative and reception duties. Is expected, as needed,to meet all standards for clinical documentation, complete case management asneeded, assist the Medical Department in compliance reports and monitoring, andliaison between ChangePoint, HCIC, and outside service providers. Also required as needed, to assist theMedical Staff during Medical Officer and patient appointment, whether in personor via Telemedicine, by monitoring vital signs and performing all necessarytracking and coordination between Medical Officer and the patient.

PRINCIPLE DUTIES/RESPONSIBILITIES:

• 1.Adhere to personnel policy and comply with agency requirements forethicaland professional behavior.
• 2. Greet clients at check in. Verify address and phone are correct.
• 3. Schedule follow up appointments at check out.
• 4. Keep reception area clean and sanitized.
• 5. Maintain an organized, efficient running front office.
• 6. Ensure that incoming calls and messages are handled promptly andprofessionally.
• 7. Assist walk-ins and referrals.
• 8. Responsible for typing, copying, faxing, mailing and filing of confidentialandnon-confidential information.
• 9. Responsible for filing and/or scanning into HMS all Medical andOutpatient labsand other agencydocuments.
• 10. Responsible for doing pre-authorizations and working with insurance companiesas needed.
• 11. Protect patient confidentiality and personalrights.
• 12. Take and record vitals asneeded.
• 13. Handle Coordination of Care between PCP's and ChangePoint.
• 14. Keeps clear, concise and accurate records andperform clinical activity andrequired clinical documentationaccordingto policy and procedures.
• 15. Track clients that are in need of labs and other medical tracking andwork with team in arranging for services tobe performed in a timely manner.
• 16. Establish and maintain a working relationshipwith personnel and resources;act as a liaison with otherservice providers and ChangePoint staff to assist in coordinating patient care.
• 17. Coordinateall refill requests for Medical Officers.
• 18. Duties are part of Telemedresponsibilities.
• 19. Assurethat the telemed equipment is on and the volume is adjusted appropriately.
• 20. Assurethe door to the telemed room is closed to assure confidentiality.
• 21. Actas the liaison between the support staff and the provider. Discussesthe dailyschedule with the Medical Officer, including all cancellations,reschedules, no shows, crisis, and other various schedule changes.
• 22. Staffing must take place to assure thattime and duration of servicesmatch between the Vitals/TelemedMedical Department Assistant and the provider.
• 23. Assurethat the telemedicine consent form has been signed.
• 24. Introducethe first time patient to the telemed procedure.
• 25. Focusthe camera towards the patient and their support (if present).
• 26. Documentvisit concurrently.
• 27. Obtainsthe following and document within HMS.Assure smoking information has been entered.Takeall necessary steps when an appointment is missed by a patient including acall, letter, and informing the Assigned Clinician.DisseminateCSPMP's as needed
• 28. Coordinateall duties with the other Telemed/Vitals Medical Assistant(s).
• 29. Assistin coordination of all Prior Authorizations.
• 30. Complete the Psychotropic Informed Consent. TheMedical Officer will provide the medication names and target symptoms whencreating the electronic prescription. Consent must be obtained for each medication prescribed byChangePoint. Initials and Signature areobtained at the top of the informed consent and initials must then be added forevery medication listed in the lower portion of the screen.
• 31. At the direction of the Medical Officer, assist the patient in rescheduling theirnext appointment.
• 32. Ensurethat incoming calls and messages are handled promptly and professionally.
• 33. Be a positive and activesupport of the company, the patient and co-workers.
• 34. Must participate in quality management andquality improvement activities.
• 35. Promotesquality and safety to help maintain a safe and pleasant work environment, follows safetyregulations, and actively contributes towards asafe workplace.
• 36. This position requirespositive and active support of the company, thecustomer and the co-worker.
• 37. Performs other duties as assigned by the OfficeManager and/or ProgramDirector or designee.

PRIMARY CONTACTS:

• Frequent interaction with personnel and customers.
• Frequent interaction with HCIC and insurance companies for authorizations.
• Interface as needed with Medical Officers andother clinical teams' members.
• Collaboration, as appropriate, with othercommunity resources/referral agencies, with the patients' consent.

POSITION REQUISITES:

Qualifications And Experience

• Required:
• High schooldiploma/GED.
• ValidArizona Driver's License.
• Combinationof clerical training and experience equivalent to at least one year.
• Complywith a Drug Free workplace.
• Preferred:
• Experienceor training in clinical records management, clerical or office duties.

Skills/Abilities

• Required:
• Fluent inEnglish both verbally and in writing.
• Literate.
• Able toprioritize own workload, expedite and organize flow of front office work.
• Able towork in crisis-oriented work environment and to effectively employ analytical and problem-solving skills.
• Phonecourtesy and customer service skills.

WORKING CONDITIONS:

Physical Requirements

• Sittingfor extended periods of time at a desk/computer; less frequently, walking, liftingand reaching.
• Visual capacity necessary to fulfilldocumentation, responsibilities of job.
• Able to hear ordinary conversation andphone communications.

Emotional Capabilities

• Able to work in a setting where therewill be customers who are emotionally distressed,in crisis.

Equipment Operation

• Ableto correctly use office equipment (e.g.: calculator, copier, PC/word processor) and trouble shoot common office equipment problems.
• Able to employ multi-line telephonesystem.

Environmental Conditions

• Air conditioned and/or heated officesetting.
• Area may be noisy or congested withpeople on occasion.

Accommodation(s)

• Will accommodate as appropriate andreasonable.

CONFIDENTIALITY LEVEL:

I understand that State and Federal Lawsstrictly prohibit unauthorized access, use, modification, disclosure, or destructionof confidential, sensitive or protected health information. Penalties for violation may includedisciplinary action, including termination of employment, and/orcriminal or civil action.