Clinical Phone Support Specialist

Full Time: Mon-Fri 8AM-5PM

Delivers exceptional clinical support to patients by managing a high volume of phone calls and addressing patient concerns promptly and accurately. Assists clinical office staff by offering medical guidance and supporting patient education within the scope of their training.

Key Responsibilities

• Patient Support: Responds to inbound clinical line calls, assisting patients with inquiries about medical care, treatments, follow-up care, and medications. Reviews patient information proficiently to deliver accurate medical guidance. Prioritizes and can perform multiple tasks.


• Clinical Advice and Guidance: Follows established company policies and clinical protocols. Triages calls to appropriate providers and clinical staff when necessary.


• Documentation: Records all patient interactions in the correct patient's chart within the EMR system, ensuring that patient information is current and complies with healthcare laws and regulations.


• Collaboration: Works closely with providers and clinical staff to ensure seamless continuity of care and promptly address patient needs. Attends all team meetings and mandatory in-service training/education. Adapts to changes and growth within the department and company.


• Scheduling: Schedules same-day appointments for urgent or emergency situations or triages patients to the appropriate scheduling staff for non-urgent appointments.

Professional

• Demonstrates initiative and responsibility


• Able to perform repetitive tasks without loss of focus


• Adheres to ethical principles


• Time Management


• Adapts to change


• Attends all team meetings and mandatory in-service training/education


• Basic computer skills/ Type minimum 45wpm 

Legal

• Maintains confidentiality and documents accurately


• Uses appropriate guidelines for releasing patient information


• Practices within the scope of education, training and personal capabilities


• Conducts self in accordance with Suncoast’s Employee Handbook.


• Maintains awareness of federal and state health care legislation and regulations; OSHA, HIPAA, and CLIA

Core Competencies

• Efficiency


• Attention to details


• Organized


• Punctual


• Takes initiative, proactive


• Team Player


• Honesty/Integrity


• Flexible


• Calm under pressure


• “A Doer”, persistence


• Problem solver, Strategic thinking, Creativity


• Analytical skills


• Clear and concise communication/Listening skills


• Quick Learner, Intelligence


• Follow through on commitments


• Enthusiastic, Friendly, Positive attitude


• Openness to advice and constructive criticism


• Strong work ethic