Clinical Operator
Portage, IN
Full Time
Entry Level
JOB SUMMARY:
In this position, the Clinical Operator acts as a liaison between the patient and their medical provider by evaluating the main issue or primary complaint. The Clinical Operator uses focused, evidence-based triage protocols to determine urgency and provide suitable care guidance and suggestions for the next steps.
JOB RESPONSIBILITIES:
In this position, the Clinical Operator acts as a liaison between the patient and their medical provider by evaluating the main issue or primary complaint. The Clinical Operator uses focused, evidence-based triage protocols to determine urgency and provide suitable care guidance and suggestions for the next steps.
JOB RESPONSIBILITIES:
- Receive calls from patients requesting to speak to a member of their medical team
- Route calls to the appropriate care team member
- Send tasks in the electronic medical record for medication refills
- Show outstanding customer service and communication abilities and the capacity to work as part of a highly productive team that is consistently patient-centered
- Establish positive first impressions with patients, establishing a role as an advocate
- Review and assess all incoming phone calls and electronic messages, prioritizing and addressing them as needed. Involve the provider when appropriate to successfully complete the communication process
- Utilizes critical thinking to create, put into action, and revise an individualized care plan based on the identified patient care and learning requirements
- Asks key questions to gain insight into the patient’s condition or concern and able to adjust approach as needed to get necessary information
- Document all communications in the electronic medical record
- Follows triage protocols in place for the department
- Assist in scheduling appointments for patients with providers
- Uses effective service recovery skills to solve problems or service breakdowns when they occur
*These essential functions are a summary of the primary duties and responsibilities of the position and are not intended to be a comprehensive listing of all duties and responsibilities. The position will include other duties as assigned and duties are subject to change at management's discretion.
*This job description is not an all-inclusive list of functions and tasks. Over the length of employment these functions and tasks may change.
Diversity Statement
NorthShore Health Centers celebrates and supports the diversity of its workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
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