Description

Position Summary

The Lead Clinical Agent aids in maintaining the regular operations of the Virtual Medical Center, under the direction of the Patient Experience Supervisor. The Lead Clinical Agent assists in supporting, guiding, and assisting the Clinical Agents with day to day functions and processes, and should be a superuser of company policies and procedures. The lead acts as a liaison between management and staff. The Lead Clinical Agent serves as a role model and preceptor to other Clinical Agents. The position will require some nights and weekends.

Essential Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Oversee referral buckets for Virtual Medical Center and ensure processed in a timely manner
2. Train clinical agents for referral processing and proper documentation.
3. Interview patients, and record information on patient charts.
4. Assist with daily patient flow in the Virtual Medical Center as needed.
5. Gives direct patient care and performs indirect patient care activities.
6. Adheres to department policies and procedures.
7. Ability to process and handle confidential information with discretion.
8. Degree of teamwork and cooperation with personnel from other departments.
9. Check medical records and follow up obtaining missing results prior to patients appointment.
10. Able to rotate weekends, holidays, and shifts and center location according to company needs.
11. Monitor and enforce daily pre-visit planning and adherence to status changes in eCW.
12. Serve as communication liaison between Patient Experience Supervisor, providers and staff to assure better patient flow.
13. Monitor eCW inbound messages and buckets to ensure they are being answered timely.
14. Support Patient Engagement efforts in center including training and enforcing the MySanitas application.
15. Support periodic training and/or re-training as scheduled by Patient Experience Supervisor and/or Staff.
16. Perform other duties as assigned by supervisor.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Qualifications

Supervisory Responsibilities

This position has no supervisory responsibilities.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job the employee is regularly required to work standing up, walk, use hands to operate tools and equipment and must be able to exert regularly up to 10 pounds of force, frequently exert 30 pounds of force and occasionally exert 50 pounds of force to constantly perform the essential job functions. The employee will be frequently required to reach with hands and arms, bend, balance, kneel, crouch, crawl, push, and pull. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is subject to environmental conditions; protection from weather conditions but not necessarily from temperature changes. The worker is subject to noise; there may be sufficient noise to cause the worker to shout in order to be heard above ambient noise level.

Required Education and Experience

1. High School or Technical school education
2. Two (2 ) years of Medical Assistant experience required
3. Minimum one year of referral processing experience required
4. Active Medical Assistant National Certification/Registration and BLS certification or other licensure with equivalent or superior skillset (i.e. EMT, Paramedic, LPN, etc.)
5. Proficient in eCW, Excel, Word, and PowerPoint
6. Any combination of education, training, and experience which demonstrates the ability to perform the duties and responsibilities as described including related work experience

Preferred Education and Experience

1. Bilingual (English/Spanish)
2. Relevant or any other job-related vocational coursework

This job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the company. Since no job description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the jobholders responsibility.