Job Summary:
To support the Clinical Coordinator in providing high quality customer service for both internal and external customer services for both internal and external customers.
Essential Responsibilities:
- Provides direct patient care, triage member calls, makes patient call-backs for providers, performs patient teaching, and performs and assists with procedures (based on provider orders) and applicable regulatory laws.
- Coordinates patient care for hospital admissions, specialty referrals, IV care for AHC, new mom assessment protocol (OB), MCCP (Peds), and ancillary support departments.
- Makes monthly staffing schedules and day-to-day work assignments to department staff. Assesses workloads, on an on-going basis and makes special assignments, during peak and slow periods. Collects and codes department time sheets.
- Calls in staff to meet minimum staffing requirements, including authorizing overtime,
- coordinating with other clinical teams to cover staff shortages and processes provider schedule changes when delegated by the Clinical Coordinator.
- Handles difficult and problematic work situations, including resolving member issues.
- Serves as resource for other staff members by answering questions; orients new staff, and identifies staff needs for training (and provides in-service training as needed).
- Performs special projects as assigned by the CC.
- Routinely provides feedback to CC for staff performance, work habits, and barriers to efficient, high quality work.
- Assists development and revision of department procedures.
- Performs other related duties as directed.