Primary Function
Attend 6 weeks of training in preparation for a Case Management Support position. Participate in 6 weeks on the job training. Works under the direction and supervision of the RN Case Manager/RN Lead/Primary Care Clinic Nurse Manager. Provide a direct link for all communication between the patient, clinical, and nursing staff. Create, develop, and nurture culturally appropriate interactions and connections with customers, co-workers, and the community at large. Primary duties will be to answer incoming telephone calls, schedule patient appointments, filing, and message delivery, information retrieval, sending and receiving faxes, utilizing the copier to perform other standard office duties as assigned. May function as front desk clerk as directed.
Job Description
Job Knowledge
Education/Experience
Contact with Others
Interacts frequently with coworkers, hospital staff, patients and other health professionals for the purpose of exchanging information, obtaining, and/or providing assistance. Tact, courtesy, and professional conduct are required to maintain positive working relationships. Utmost sensitivity and confidentiality is required when dealing with patients and families.
Confidential Data
The incumbent has access to high confidential patient medical and personal information. The Privacy Act of 1974 mandates that the incumbent shall maintain complete confidentiality of all administrative, medical and personnel records and all other pertinent information that comes to the individual’s attention or knowledge. The Privacy Act carries both civil and criminal penalties for unlawful disclosure of records. Violation of such confidentiality shall be cause for corrective action.
Mental/Visual/Physical
Work is mostly sedentary, yet requires walking, standing, bending, and carrying light items such as files and manuals. Will be subject to frequent interruptions requiring varied responses, which can cause distractions therefore, the incumbent must possess the ability to differentiate and prioritize many tasks at once.
Resourcefulness and Initiative
The supervisor provides specific detailed roles covering all assignments. The employee does not deviate from the roles unless authorized, but is encouraged to be resourceful and inventive when meeting the needs of the patient. Incumbent works under the administrative supervision of the Primary Care Nurse Manager, who controls the Department’s functional duties and provides specific instructions on assignments. Receives general instructions on assignments from the Primary Care Clinic Nurse Manager. The incumbent is responsible for initiating and following through on recurring clerical assignments. Work is primarily reviewed in terms of overall quality and efficiency of service provided to patients and staff by the Primary Care Clinic Nurse Manager.
Environment
Office environment with majority of work done sitting and talking on the phone. Must be flexible in working hours. Work is performed in the clinic setting. Incumbent may be exposed to communicable diseases. Incumbent is required to comply with Employee Health Program guidelines including current immunization status of identified communicable diseases and safety precautions are sometimes necessary, such as use of personal protective equipment as required by hospital policy.
Customer Service
Consistently demonstrates superior customer service skills to patients/customers by demonstrating characteristics that align with CIHA’s guiding principles and core values. Ensure excellent customer service is provided to all patients/customers by seeking out opportunities to be of service.