Clinical Support Associate

Mass General Brigham Home Care, an affiliate of Mass General Brigham, is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve. At Mass General Brigham, we believe in equal access to quality care, employment and advancement opportunities encompassing the full spectrum of human diversity: race, gender identity, sexual orientation, ability, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.

Description

Mass General Brigham Home Care serves patients from rehabilitation after illness or injury, to chronic disease management. We are dedicated to providing the highest quality specialized care designed to meet the patients' unique needs with the goal of optimizing independence and quality of life. Our clinicians are highly skilled and able to function both independently and as part of an interdisciplinary team.

We value the uniqueness of our employees who are a reflection of the communities and patients that we serve. Our attractive and comprehensive benefits package is designed to meet the needs of our employees.

This position will work 8am - 4:30pm and will train in Beverly, MA. This is a hybrid position and will only need to go into the office 1 - 2 x's a month after training.

Provide administrative support to clinical case managers to ensure timely and effective patient care. Coordinate and communicate requests for patients and staff by triaging incoming calls and requests and responding appropriately.

Key Responsibilities

• Ensures that patients, clinical care staff, and all other internal and external customers are treated courteously and within the standards outlined by Service Excellence.

Ensures all correspondence is triaged appropriately.

Follows patient identification protocol, maintains confidentiality, and upholds compliance standards according to policy.

• Flexible with ability to adapt to changing situations and willing to support wherever needed.

• Support clinical case managers with coordinating vacation coverage and sick calls while collaborating with the scheduling department in meeting patient needs.

• Coordinate and/or assist with ordering medical supplies, DME and ensure proper follow up when needed.

• Assist with calls to MD offices and other internal/external sources and directing patient orders to the physician order line.

• Assist with the coordination and scheduling of case managers doing joint visits to complete clinical competencies as directed by the Clinical Manager and/or Staff Education.

• Confirming and/or verifying that plan of cares will be signed by appropriate medical provider on an as needed basis.

• Assist case managers with coordination of community resources including but not limited to Meals on Wheels; lab availability; DME vendors etc.

• May be relied on an emergency basis to transport medical supplies to field case managers.

Education/Degree Requirements

• 1-year minimum office experience required; healthcare setting preferred

• Home Health Aide, Certified Nursing Assistant, Certified Medical Assistant experience preferred

Experience

• 1-year minimum office experience required, healthcare setting preferred

• Computer proficiency with working knowledge of Microsoft Office, Excel, and ability to learn new software including EMR

• Ability to effectively triage incoming telephone information with urgency and calmness

• Excellent interpersonal and customer service skills with ability to interact with a diverse population

• Ability to deal with sensitive information and maintain confidentiality.

• Attention to detail and excellent organizational skills.

• Ability to make outgoing calls. Medical terminology useful.

• Ability to respond to the demands and continuous changes in the work environment

Skills Specific learned activity gained through training, e.g. keyboarding, computer skills,

Physical Environment

Usual office environment. May occasionally travel to meetings or work in other office locations.