Medical Consultant Lead

Overview

Date Posted:
12/1/2017
Location:
Frederick
Address:
5995 Iris Parkway
City:
Frederick
State:
CO
Country:
United States of America

Description

 

General Description of Duties:

The Medical Consultant Lead will act as a consultant to the contact center team to triage and assess the patients’ medical and dental appointment needs. They will also provide support to contact center staff on patient need to be seen for ACP appointment, future appointment, fast track visit, walk in visit or emergency care. Additionally, the Medical Consultant Lead will mentor and train staff, motivate and enable the contact center agents to deliver the most effective and efficient patient care, while providing outstanding customer service. The Medical Consultant Lead approaches his/her duties in a team based fashion that supports patients and their families in self-management, self-efficacy and behavior change.  Adheres to the spirit of the SALUD mission statement while performing assigned duties.

Supervision Received:

Works under the direct supervision of the Contact Center Manage. Receives clinical assistance from a provider as needed.

Supervision Exercised:

Provides day to day supervision to contact center agents including development, training, call quality and coaching. Provides clinical expertise to contact center agents.  

Specific Duties:

  • The Medical Consultant Lead acts as a patient advocate for our vulnerable population by ensuring that the patient is fully informed and comfortable with their visit to Salud.
  • Serves as part of the care team with Medical Providers, Behavioral Health Providers, other Medical Assistants, and Customer Service Associates to ensures that patients obtain the highest standard of integrated health care
  • Provides ongoing training and support on clinical topics to contact center agents
  • Intervenes in calls where clinical consultation is needed, communicates with the clinics to promote patient access and completes the triage process by phone following Salud policies and procedures
  • Works in conjunction with Medical Provider, Dental Providers, Behavioral Health Providers and all other staff to ensure that patients obtain the highest standard of integrated health care.
  • Ensures that contact center staff promote a positive customer service experience for all patients and internal customers
  • Follows procedures for the electronic health records system
  • Promote Safety standards are met at the Center from AAAHC, OSHA and Salud
  • Respects privacy by adhering to patient and employee confidentiality
  • Responsible for meeting quality measures on quality scorecard.  Offers suggestions for the Continuous Quality Improvement process and assists in the development of back office standards.   Recommends changes in the systems that would result in a more effective and efficient operation
  • Responds appropriately to medical emergencies
  • Assists contact center manager with maintaining a high performance level
  • Maintains contact center performance goals
  • Provides appropriate feedback to the agents on calls and ways to improve performance
  • Assists the contact center manager with new hire and existing training programs
  • Assists the contact center manager with on-going training
  • Assists the contact center manager with department meetings
  • Trains contact center agents on appropriate use of schedule
  • Performs other duties as assigned.

 

Minimum Requirements

 

Qualifications for Appointment:

Knowledge, Skills, and Abilities:

Ability to relate well with co-workers, patients and possess sensitivity toward the needs of others.

Ability to work in a team based care environment and must work well with other patient care team members

Knowledge of organizational policies, procedures, systems, objectives, structures, team building and culture change.

Ability to manager difficult or angry patients

Effective organizational, time management and delegation skills

Knowledge of computer systems and applications.

Skill in leadership, management and supervision of employees.

Skill in planning, organizing, coordinating and project management

Skill in exercising initiative, judgment, problem-solving and decision-making

Skill in identifying and resolving problems. 

Ability to encourage motivation, innovation and high performance. 

Ability to communicate clearly

Ability to recognize, evaluates, solve problems and correct errors. 

Ability to learn the necessary skills.

Ability to pass yearly competency skills.

Ability to manage patient complaints

Must work well with the patient care team.

Bilingual English/Spanish preferred, but not required.

Sensitivity to low income and ethnic minority community a must.

Education:

High school diploma or GED. 

Certified or Registered MA, LPN or RN required.

Experience:

Five years of experience working in the medical field.

Experience in Triage is strongly preferred

Licensure:

Credentialed MA, LPN or RN

If not currently credentialed as a Medical Assistant, will need to obtain that credential within one year of hire.

Blood borne Pathogen Risk Level:

Low risk for blood borne pathogens

Physical Requirements:

Requires full range of body motion including handling and lifting patients, manual and finger dexterity and eye-hand coordination. 

Requires standing and walking for prolonged periods of time. 

Occasionally lifts and carries items. 

Requires normal visual acuity and hearing. 

Requires exposure to communicable diseases and bodily fluids. 

Requires working under stress in emergency situations or irregular hours.  

Requires normal range of hearing and eyesight to record data electronically and communicating with patients.