Clinical Support Specialist

POSITION SUMMARY:

The Clinical Support Specialist will provide clinical administrative support to the WellSense Senior Care Options (SCO) enhanced clinical program.

This interdisciplinary, collaborative program provides supplemental “wrap around” care to complex SCO patients, collaborating closely with the primary care practices and providers to meet patient and family needs, improve care outcomes, and enhance patient and provider satisfaction with the SCO program. 

This position is a key member of the team creating a bridge between the primary care office and the SCO care team. The position provides administrative functions to support the clinicians in the program, enabling them to see patients in the community and to concentrate on relationship-building and clinical care.  There is extensive contact and collaboration with clinicians, patients, and families. Opportunity to be a part of a team working on an innovative program that is a high priority of Boston Medical Center Health System, and build experience in a role that is patient-facing and strategically focused.

Position: Clinical Support Specialist

Department: Pop Health

Schedule: Regular hours 32-40 hours/week - Hybrid

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Manage the SCO patient census in EPIC, including ensuring patients are appropriately enrolled and attributed in EPIC.

• Manage clinician’s schedule – scheduling patients, adjusting the schedule to accommodate urgent and discharge visits as needed.

• Initiate reminder calls for upcoming appointments.

• Coordinate with the WellSense SCO care management team to schedule patients recently discharged or referred to the enhanced care program.

• Managing the EPIC messaging pools to ensure timely review and response to incoming messages from clinicians and primary care practices.  

• Serve as administrative point of contact and support person. Respond to incoming patient and family calls regarding appointments or other needs and assist with connecting them with care management or the clinical team.

• Assist with managing the electronic DME (durable medical equipment) process

• Manage at-home medical diagnostic testing process for SCO program.

• Provide support to our population health specialist with patient outreach and administrative support for quality initiatives.

• Assist with database maintenance for quality and program evaluative purposes.

• Managing/Ordering supplies as needed.

• Uses an evidence-based approach to solving systems issues, tracking data when available and appropriate.

• Utilize dashboard for tracking effectiveness of piloted programs.

• Requires Microsoft Excel skills.

• Conforms to hospital standards of performance and conduct, including those pertaining to patients’ rights and privacy.

• Utilizes hospital’s policies and standards as the basis for decision making and to support the hospital’s mission and goals.

• Follows established hospital infection control and safety procedures.

JOB REQUIREMENTS

EDUCATION:

• High school diploma or GED equivalent

EXPERIENCE:

• Applicant must be able to participate and be willing in creating workflows to ensure patient safety and this new SCO program is well supported

• Applicants must be comfortable with ambiguity and be an independent problem-solver

• Applicant must be able to multi-task and reprioritize throughout the day

• 2 years of experience; preferably related to front desk clinical administration

• Medical experience preferred such as a medical secretary, medical assistant, CNA

KNOWLEDGE AND SKILLS:

• Knowledge of community, social, and health resources.

• Empathic understanding of ill patients.

• Skilled in performing multicultural needs assessments and developing concrete service plans.

• Computer competency, inclusive of ability to access and enter data.

• Effective verbal, written, and interpersonal communication skills.

• Demonstrated critical thinking and problem solving ability.

• Bilingual or multi-lingual skills  preferred.

THIS POSITION WILL BE BASED AT BOSTON MEDICAL CENTER. THIS IS NOT A FULLY REMOTE POSITION.

Equal Opportunity Employer/Disabled/Veterans