Centralized Clinical Support Representative - Hospital at Home - Days

Duties and Responsibilities

Essential Functions:

• Completes Medication Prior Authorizations, including in-depth chart reviews, formulary reviews, communication with patients, providers, and pharmacies as needed to troubleshoot the process and ensure closed loop communication regarding the medication.
• Conducts outreach to patients by phone, mail, MyChart secure messaging, and in-person to identify overdue preventative care services and to assist in scheduling appointments for these screenings/tests on behalf of the primary care offices.
• Provides COVID support as needed, based on volume and demand, including but not limited to: calling patient test results, mandatory DOH reporting, communication with patients related to school/work notes and other duties as identified.
• Fulfills patient requests for medication refill by following the approved standard work and med refill policy.
• Supports communication between patients and providers by helping to answer In-Basket messages to alleviate this work for the clinical staff within the practices.
• Collaborates with practices to support their tasking requirements as needed to help alleviate this work for the clinical staff within the practices.
• Utilizes a variety of communication and outreach strategies to engage various patient populations.
• Uses standing orders to facilitate patient's completion of preventative services and testing.
• Provides excellent phone-based customer service skills, engage patients using motivational interviewing.

Common Expectations:

• Demonstrates a commitment to patients, visitors and staff by: complying with all applicable safety regulations; learning the impact of medical errors and methodology that will lead to reduction of errors; reporting actual and potential errors into the Safety Reporting System (SRS System), as well as hazardous conditions; identifying opportunities to standardize processes and "error proof" systems that will lead to increased safety; and participating in safety education programs and root cause analyses as required.
• Maintains established policies and procedures, objectives, quality assessment, safety, environmental and infection control standards.
• Maintains the cleanliness of work areas as required.
• Maintains professional growth and development.
• Embraces the concepts for ensuring a positive patient/family experience every visit, every time. Fosters teamwork with coworkers, and providers. Practices fiscal responsibility through improvement and innovation. Attends Quality Improvement Team meetings, and other meetings as assigned.
• Responsible for the care and maintenance of department/entity equipment and supplies; mail distribution.
• Enters and/or retrieves data from established computer files using knowledge of various computer software applications.