Lead Clinical Support Specialist

  • Company: U.S. Medical Management
  • Location: Troy, Michigan
  • Posted: December 02, 2017
  • Reference ID: 663646
Lead Clinical Support Specialist
U.S. Medical Management (USMM), an affiliate of a leading Fortune 250 company, manages a nationwide continuum of premier providers of medical services delivered primarily to the homes of elderly and homebound patients. Providing primary home care is the future of medicine, and at USMM, the future is now. With the knowledge and experience to address the evolution of healthcare, USMM is poised for a phenomenal future.
The Clinical Support Specialist handles telephone inquiries from patients, families, other physicians, and other healthcare professionals relative to patient care questions or needs. Professional and efficient management of visitors, telephone calls, clerical duties, and customer service. Responsible for oversight of Home Health Certification, Recertification, census and care plan oversight activities. Renaming and redirection of faxes to the appropriate department to be processed in a timely manner according to company protocol.
  • Function as the team lead under the direction of the CSS Managers and Director
  • Develops, coordinates, and implements CSS work schedules and daily assignments
  • Identifies and problem solves technical and workflow issues
  • Escalates to Managers and Director
  • Responsible for documenting occurrences/disciplinary action on the designated form; notify Manager whenever an occurrence is identified
  • Assists Managers/Director as assignments are given
  • Receives inquiries from patient/caregiver in a concerned and professional manner; documents all conversations/actions/outcomes in the patient chart
  • Assesses patient needs and communicates method of resolution via system
  • Communicates medical need for patient visits to Scheduling Department; reviews patient charts following visits and processes physician orders through appropriate home health agency and/or vendor
  • Receives critical lab values report from lab and contacts VPA physician to ascertain follow up action
  • Notes physician orders in chart and completes action as directed
  • Documents any complaint from patient or caregiver on designated form and takes immediate corrective action, if possible. Reports, in writing to supervisor
  • Maintains patient confidentiality
  • Triage, interpret, archive and rename medical records based on clinical urgency using standardized naming conventions and processes
  • Communicate with all members of the health care team and office staff in the assigned service area
  • Performs routine office tasks necessary for the operation and presentation of a professional office as observed by the supervisor
  • Promptly, accurately, professionally and courteously receives 100% of all telephone calls and directs and or records and relays messages
  • When on duty, ensures the reception station is staffed 100% of the time
  • Provides on-site coordination of home health documentation
  • Interacts with Physicians, staff, patients/families, community agencies etc.
  • Coordinates and oversees all direct home health paperwork provided by home health providers
  • Home health coordination to assure referrals and paperwork for home health are properly and timely placed
  • Exhibits excellent service behavior to all physicians, VPA staff, patients, caregivers and community vendor agencies during all encounters
  • Demonstrates interpersonal skills that promote communication, collaboration, problem resolution, and team work
  • Completes and submits all required documents and reports in a timely manner
  • Collaborate with physician to ensure all potential Care Plan Oversight and care coordination billable minutes are captured
  • Completes additional tasks outside of the above responsibilities as assigned
  • Triage on-call and coordinates with provider and practice manager on patient follow up
  • Emergency Medical Technician (EMT), Licensed Practical Nurse (LPN), or Certified Medical Assistant
  • 2+ years geriatric clinical experience
  • 2+ years health care customer service experience
  • Computer Skills: Microsoft Excel, Word and Outlook
  • Excellent organization, communication and time management skills. The ability to multi task, and maintain a professional demeanor
  • Electronic medical record experience
  • Familiarity with home health care referral criteria and services
  • Knowledge of compliance (including clinical records) of all local, state and federal laws regarding licensure and certification with Home Health Care compliance standards


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