Job Summary:

The instED Clinical Support Specialist is responsible for facilitating effective post-visit care and support for instED patients. This positioin is accountable for the patient's care on the day of the visit and to link the patient to crucial follow-up care, as well as any non-clinical support they may need to secure that follow-up care.

Essential Functions:

• Field lab-related questions from several different lab vendors, patients, and providers
• Respond to patient calls regarding test results, prescriptions, and other non-urgent clinical matters
• Monitor and respond to Clinical Support email inbox and escalate to nursing team, as indicated
• Cross-train as a Mobile Health Coordinator to conduct intakes and process requests for referrals
• Review, validate and process medical records requests from patients in a timely manner
• Ensure instED visit notes are consistently sent to patients’ PCP and other pertinent care providers and connect PCPs to clinicians when necessary
• Conduct follow-up phone calls to patients after an instED visit, as directed by the nurses and providers
• Manage the administrative aspects of the Athena clinical inbox
• Follow-up on safety concerns reported by mobile health provider workforce
• Maintains knowledge of community resources in MA
• Initiate and facilitate patient referrals to various community organizations and primary care providers in their health plans’ networks
• Provide ongoing daily administrative support to the Clinical Resource Center nurses as directed
• Coordinate follow-up care with external care teams, as directed by the Virtual Medical Control providers
• Transfer/escalate issues to licensed independent practitioners as appropriate
• Document and report on successful and unsuccessful patient outreach
• Participate in quality and process improvement initiatives
• Perform any other job related duties as requested.

Education and Experience:

• High School or GED required
• Bachelor's degree preferred
• Completion of a Medical Assistant, Community Health Worker, or similar training program required
• Two (2) years of working in a health care setting as a Medical Assistant, Community Health Worker, or similar position required
• Experience reviewing and responding to ADT data from health plans preferred

Competencies, Knowledge and Skills:

• Ability to effectively work with patients, colleagues, and vendors that are diverse, including but not limited to race, ethnicity, color, gender identity, age, socio-economic status, disability
• Proficient knowledge of medical terminology, including health insurance terms and concepts
• Proficiency in Microsoft Office Suite – Outlook, Word, Excel, Teams
• Competence working within an electronic medical record
• Ability to maintain strict confidentiality handling sensitive medical information
• Ability to provide compassionate customer service
• Ability to recognize and escalate urgent or emergent issues timely
• Familiarity with preferred methods of communication and telecommunications guidelines
• Bilingual/bicultural Spanish
• Motivational interviewing
• ability to navigate social and community services
• Data analysis and reporting

Licensure and Certification:

• Certified Medical Assistant preferred

Working Conditions:

• General office environment; may be required to sit or stand for extended periods of time
• Travel is not typically required

Compensation Range:

CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type (hourly/salary):

Organization Level Competencies

• Fostering a Collaborative Workplace Culture

• Cultivate Partnerships

• Develop Self and Others

• Drive Execution

• Influence Others

• Pursue Personal Excellence

• Understand the Business

This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an environment of belonging that welcomes and supports individuals of all backgrounds.