Phoenix Med Health is an innovative physicians network at home who has been delivering high quality healthcare to elderly patients in assisted and independent living communities, group homes, and private homes for more than five years.
Phoenix Med Health has 50+ full-time healthcare clinicians (board certified physicians, nurse practitioners, physician assistants, podiatrists, psychiatry, psychologists, and wound-care specialists) who visit patients in their own senior living homes. We are also rapidly expanding the house-call network model with our patent-pending telemedicine via 4G/5G smart phones and tablets.
We currently serve patients in over 300+ communities across the Valley and are staffing for further expansion.
Medical Support Specialist
Job Description
The Medical Support Specialist, conducts administrative tasks to assist healthcare providers and to take care of smaller responsibilities that providers cannot get to. The responsibilities include maintaining a database of records, collecting information for patient health assessments online or over the phone. Aim to improve the conversation between healthcare providers and patients.
Essential Functions including, but not limited to:
- Review medications and check for pending laboratory results and communicate to the responsible team or department or the pending request of their providers. Note the patient's problems and request for the upcoming visit.
- Follow up on laboratory results and other MSS (Medical Support Specialist) orders and add to CCM (Chronic Care Management) Minutes
- Book follow up visits for all orders done
- Review of medical documents and communicate to responsible providers/departments
- Analyze and respond to messages received from providers/departments
- Monitor and follow documents that needs to be signed
- Assist with the provider's order and communicate to the responsible department or team. This includes escalations and urgent assistance needed by the provider.
- Monitor the quality of service of the assigned provider by getting feedback from patients, POA (Person of Authority), and facilities. Reviewing patients notes if complete and properly done.
- Participates in design of call monitoring formats and quality standards.
- Provides trend data to the operation management team for lead position.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for call center staff.
- Provides feedback to call center team leaders and managers.
- Prepares and analyzes internal and external quality reports for management staff review.
- Perform other duties as assigned.
- Implement reports and dashboard to show the number of test calls coming in and calling out. Inbound and Outbound.
- Capture all calls and script in the EHR (Electronic Health Record), and inform the clinician for a Tele-Urgent visit within 2 Hrs.
- Update patient information as always
Qualifications/ Competencies:
- Must be capable to work from home
- Candidate must be a registered nurse with active license
- Experiences in the healthcare environment for 3-5 years plus.
- Experience in creating patient notes and working with Doctors or Health Practitioners in patient's health care plans
- Strong communication skills
- Experienced in EHR (Electronic Health Record) is a plus
- 6+ months of experience in a BPO/Call Center setting (US Healthcare account) is a plus
- Computer skill is a must
- Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions in order for the patients to understand and act upon
- Ability to work under supervision and monitor, report, and record a patient's condition.
- Exceptional interpersonal skills to assist, guide, and reassure patients
- Demonstrate compassion and caring in dealing with others.
- Confident positive manner and appearance.
- Experience with EMR (Electronic Medical Record) such as AdvancedMD and NextGen., MS Word, Excel, MS outlook.
