Clinical Support Specialist

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Address lab-related inquiries from vendors, patients, and healthcare providers.

• Handle patient calls concerning test results, prescriptions, and other non-urgent clinical issues.

• Oversee and respond to the Clinical Support email inbox, escalating issues to the nursing team as necessary.

• Cross-train as a Mobile Health Coordinator to facilitate patient intakes and manage referral requests.

• Review, authenticate, and process medical records requests submitted by patients.

• Dispatch instED visit notes to patients' primary care physicians and other relevant healthcare providers.

• Link primary care physicians with clinicians as required.

• Carry out follow-up calls to patients post instED visits as instructed by nurses and providers.

• Manage the administrative functions of the Athena clinical inbox.

• Follow up on safety issues reported by the mobile health provider team.

• Keep updated on community resources available in Massachusetts.

• Initiate and facilitate patient referrals to community organizations and primary care providers within health plan networks.

• Provide daily administrative assistance to nurses in the Clinical Resource Center.

• Coordinate follow-up care with external care teams as directed by Virtual Medical Control providers.

• Transfer or escalate concerns to licensed independent practitioners when appropriate.

• Document and report both successful and unsuccessful patient outreach efforts.

• Engage in quality and process improvement initiatives.

• Perform additional job-related tasks as requested.

⛳️ Requirements

• High School diploma or GED is required.

• Completion of a Medical Assistant, Community Health Worker, or a similar training program is required.

• A minimum of two (2) years of experience in a healthcare setting as a Medical Assistant, Community Health Worker, or in a similar role is required.

• Strong understanding of medical terminology, including health insurance terms and concepts.

• Proficiency in Microsoft Office Suite – Outlook, Word, Excel, Teams.

• Competence in working with electronic medical records.

• Ability to maintain strict confidentiality when handling sensitive medical information.

• Excellent customer service skills with a compassionate approach.

• Ability to identify and escalate urgent or emergency issues promptly.

• Familiarity with effective communication methods and telecommunications guidelines.

• Ability to navigate social and community services.

• Skills in data analysis and reporting.

• Bachelor's degree is preferred.

• Experience in reviewing and responding to ADT data from health plans is preferred.

• Certified Medical Assistant credential is preferred.

• Bilingual or bicultural proficiency in Spanish is an asset.

• Experience in motivational interviewing is a plus.

🏝️ Benefits

• Performance-based bonus tied to both company and individual achievements may be available.

• Comprehensive total rewards package offered.

• Support for employee well-being is provided.