Summary/Objective

The Clinical Support Specialist provides versatile support across multiple functions within OrthoSC and its clinics. The Clinical Support Specialist is responsible to support the clinic flow, patient care and administrative tasks through covering various roles including, but not limited to Clinical Assistant, Contact Center Representative, DME Specialist, and First Impression.

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

• Provides coverage/support for team members in various roles across the organization.
• Works directly with a provider team as assigned either with a provider’s team lead or in place of the provider’s team lead, to ensure that clinic flow is maintained, provider needs are met, and administrative tasks are processed in a timely manner.
• Patient care responsibilities as assigned such as verifying patient information by interviewing patient, recording medical history, and confirming purpose of visit.
• Prepares patient for examination by taking vital signs, height and weight.
• Accompanies patients to the exam room and provides exam procedures.
• Assists physicians/other clinical assistant’s with setup and execution of various procedures.
• Administrative duties such as greeting patients, answering telephones, using various computer applications, updating patient medical records, billing, and coding, filling out forms, and scheduling appointments.
• Setting up instruments and equipment according to office protocols, cleaning exam rooms, instruments, and equipment between patient visits to maintain infection control, ordering supplies, and restocking exam room.
• Maintaining accurate chart documentation.
• Operate a multi-line phone system in the contact center.
• Able to communicate to patients in a discreet and confidential manner over the phone
• Answer incoming calls, greeting callers, providing information & directions, transferring calls and/or taking messages as necessary.
• Scheduling/Rescheduling of multi-physician appointments in a fast-paced environment.
• Route emergency calls appropriately.
• Relay and route written and verbal messages
• Communicate well with outside vendors such as medical offices, attorneys, and hospitals.
• Ability to be resourceful and proactive in dealing with issues that may arise.
• Knowledge of insurances.
• Ability to organize, multitask, prioritize, and work under pressure.
• Handles patient concerns and complaints and forwards to supervisor when appropriate.
• Assist with incoming referrals.
• Perform other clerical duties such as faxing and filing.
• Ensures DME/casting orders are entered into the electronic health record so that the items can be billed appropriately.
• Provides accurate fitting of DME/casting products and educates patients and/or caregiver regarding the products and how to use and take care of them.
• Including gait training and donning/doffing of item.
• Validates preauthorization (if necessary) before dispensing DME items.
• Prepares patients with physical and verbal cues for application and removal of casts and splints.
• Prepares patients skin/incision for casts/splints with wound dressings removal and applications.
• Educates patients and/or family members on proper cast and splint care.
• Greets patients and provides necessary paperwork for completion.
• Directs, escorts and assists guests as required, emphasizing strong, positive communication skills.
• Notifies appropriate staff that patient is present after patient has completed paperwork.
• Collects appropriate co-payments and/or account balances at the time of service.
• Able to communicate to patient in a discreet and confidential manner in person or over the phone.
• Responsible for incoming cash, checks, and credit card receipts.
• Accurately enter insurance information, patient demographics, and privacy information.
• Confidentially maintains patient medical files.
• Assist patients with Check-In and Check-Out.
• Accurately schedule new and follow-up appointments.
• Accurately post charges/payments adding attachments and posting claims.
• Check charts for upcoming appointments.
• Obtain current insurance and address.
• Performs other office/clerical duties as needed.
• Maintains a high level of confidentiality.
• Maintain compliance with all company policies and procedures.
• Strong knowledge of HIPAA and other regulatory standards and best practices.
• Provide coverage/support in other departments as needed.
• Other duties as assigned.

Competencies

• Orthopaedic/general medical terminology
• Professional demeanor.
• Communication Proficiency.
• Technical Capacity.
• Collaboration Skills.
• Ethical Conduct.

Work Environment

This job operates in a professional clinic and office environments. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

Varied activities including walking, reaching, bending, lifting. Does require standing and walking for long periods of time. Assists with transfer of patients and must be able to lift up to 30 lbs.

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Thursday, 8:00 a.m. to 5:00pm, Friday 8:00am- 2:00pm.

Travel

Travel between all OrthoSC locations is expected.

Education and Experience

1. High School Diploma or equivalent required.
2. Minimum two years of experience within a healthcare setting.
3. Minimum one year of experience in customer service.
4. Must possess and maintain an active license or certification in one of the following areas: CCMA, LPN, ATC, CNA, MA, RT, or a related clinical license.
5. Experience with fitting and billing of DME/casting products preferred

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.