Summary:
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.
Responsibilities:
� 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
Other information:
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
o 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
Brown University Health is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age ethnicity sexual orientation ancestry genetics gender identity or expression disability protected veteran or marital status. Brown University Health is a VEVRAA Federal Contractor.
Location: Brown Health Medical Group Primary Care USA:RI:Providence
Work Type: Full Time
Shift: Shift 1
Union: Non-Union