Assists Primary Care Clinicians and practices to deliver high-quality patient care and provides support for the integration of new technology to improve the patient experience including remote patient monitoring.
Responsible for patient outreach scheduling appointments and triaging care needs for patients identified through phone text or portal communications
Coordinates the triage of complex care transition needs related to physician transitions to ensure continuity of care for all patients
- Responds promptly and professionally to incoming patient inquiries in person by telephone portal message or by email
- Documents patient interactions when necessary compiling documents and triaging messages to the appropriate clinical team or provider
- Provides simple and clear responses to patient questions and verifies for patient understanding and acceptance
- Establishes and maintains good rapport with patients and works to anticipate their possible needs
Teaches patients to use new technology including but not limited to remote patient monitoring devices and platforms
Works collaboratively on an interdisciplinary team to provide exceptional quality and experience of care for patients
- Maintains an updated knowledge of the organization's products services and customer service policies
Assists the Clinical Transformation Project Administrator as necessary
Attends meetings/workshops as they relate to current position and stays up to date with current information and department/office workflows by checking EMR messages and company email on a consistent basis
Complies with federal and local confidentiality laws including HIPAA ensuring patient privacy
Adheres to Brown Health Medical Group Primary Care guidelines and policies for protecting patients’ demographic clinical and financial information
Performs other job-related duties as assigned
Education and Experience
High School Diploma or equivalent
At least 2 years of prior experience working in a medical support position/setting (MA MS PSR etc.)
Any combination of education and experience that is substantially equivalent is also acceptable
Knowledge Skills and Ability
Ability to show care and compassion when supporting patients
Ability to collaborate with colleagues and teammates as necessary to ensure quality work
Ability to organize prioritize and schedule work assignments
Ability to organize work and operate under pressure with the skills to think critically and problem solve
Ability to be flexible and receptive to change while learning quickly and retaining new information
Ability to maintain professionalism and provide superior customer service to all
Excellent interpersonal and communication skills (both verbal and written) with the capability to effectively communicate with employees patients providers insurance companies etc.
Ability to work both on a team and independently with the capability to self-direct
Ability to use technology with proficiency in electronic medical record (EMR) platforms and Microsoft Office applications such as: Outlook Excel and Word
Ability to take initiative organize prioritize and follow through with work assignments assuring fulfillment of plans and goals
Physical Requirements
This role works primarily in a hybrid capacity and has daily communications through virtual meetings. Some time in the office will be required.
Prolonged periods of sitting at a desk or standing while using a computer
Work and move among all departments of Brown Health Medical Group Primary Care group
Excellent hand/eye coordination
Lift up to 15 pounds
Manual dexterity to operate a personal computer or laptop as well as standard office machines and equipment as it pertains to one’s position
State-wide travel and operation of personal motor vehicle
Must have a valid driver’s license clear driving record and proof of auto insurance
Visual Acuity Hearing and Speaking
Capability to transfer information from original source to paper computer telephone and in person
