Specialist, Clinical Support

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Time Type:

Full time

Department:

South End Recovery Services

All Locations:

1601 Washington Street, 79 Paris Street

Position Summary:

The Recovery Services Clinical Support Specialist is an essential part of our person-centered recovery clinics, serving patients in both the South End and East Boston. This role is ideal for someone who values teamwork, meaningful connection, and providing compassionate, well-coordinated care to individuals on their path to recovery. A primary responsibility of this role is to ensure patient records and documentation remain accurate, up to date, and in compliance with regulatory and best practice requirements, including gathering outside hospital/program records, test results, consults, medication lists, and discharge information. In addition, the position combines direct patient interaction with behind-the-scenes coordination to keep services running seamlessly. Core duties include welcoming and assisting patients in person and over the phone, managing referral work queues, scheduling and coordinating appointments, verifying patient information, and responding promptly and professionally to inquiries. The role also supports the Recovery Services Department by tracking compliance with regulatory agency requirements and grant deliverables, as well as handling administrative functions such as telephone triage, mail, word processing, and calendar management. Success in this position requires strong communication skills, attention to detail, the ability to balance multiple priorities, and a commitment to supporting patients and the care team in advancing our mission of providing accessible, patient-centered, and supportive care.

Essential Duties and Responsibilities:

• Interacts with patients and other staff in a professional and respectful manner, which reflects the needs and concerns of the individual.
• Consistently provides excellent customer service and makes patients feel welcome.
• Manage general office procedures and promote a sense of “teamwork” through demonstration of self-direction
• Represents the department to outside entities in a positive, professional way. Facilitates exchange of clinical information between outside institutions and NeighborHealth while maintaining appropriate privacy laws and appropriate uses of communication devices.
• Responsible for chart preparation for established care visit, additional patient visits, program discharges, hospital follow-up and associated regulatory, programmatic, and health center paperwork. Assists in expediting flow of patients in the department by ensuring all the necessary documents and charts are available.
• Completes initial review of outside records and updates EPIC as appropriate with pertinent data to maintain accuracy of chart.
• Manage and monitor internal referral work queues within the Recovery Services clinic
• Updates health maintenance, problem list, immunizations and care teams
• Composes and types detailed and accurate messages using telephone encounters and staff messages appropriately.
• Works with direct provider input to create letters through EPIC to communicate results to patients. Recreate letters for patients for utilities, work excuses, and others per protocol.
• Reports safety and equipment problems, and malfunctioning or missing equipment to a supervisor. Input help desk and facility request tickets and incident reports.
• Assists with forms, letters, prior authorizations, and other clinical paperwork as directed by providers. Ensure all necessary documents and charts are available.
• Proficient with non NeighborHealth systems such as BMC and MGH to maximize shared clinical information. Includes but not limited to Care everywhere, MyChart, and Gateway.
• Tracks referrals, updates EPIC and communicated with providers on referral status. Follows up as clinically indicated to ensure all information incorporated into patient medical record (for example hospital discharge results, pertinent test results).
• Monitor multiple department/provider schedules and in-basket pools to ensure timely responses. Assist with provider inquiries regarding patient scheduling, account status, or referral progress.
• Manages departmental emails and alerts from outside facilities. Takes action on items within the scope of the position. Documents in EPIC as per protocol.
• Responsible for maintaining, troubleshooting, and obtaining services for all printers, fax machines and copiers in the practice.
• Participates in required departmental activities, and performance improvement.
• Follows established departmental policies and procedures for environmental safety and infection control.
• The Care Coordinator works with the patient’s primary care team to help facilitate complex clinical care and coordinate a patient’s care needs
• Makes outreach calls to patients to communicate pertinent information for treatment team, as requested
• Order DME, place orders, enter referral order, complete prior authorizations, outreach pharmacies, insurance companies and other healthcare organizations as it relates to patient care.
• Track and manage patient follow-ups, cancellations, no shows, and patients lost to follow, patient aftercare check in’s as needed.

Education & Requirements:

• High School Diploma, secretarial courses preferred.
• Five years in a health care setting.
• General knowledge of medical terminology.
• Proficient MA office skills, EPIC experience preferred. Bilingual skills (demographic level) preferred.

Benefits

• Medical, dental, and vision coverage.

• Life and disability insurance.

• 401(k) retirement plan.

• Tuition reimbursement.

• Flexible spending and transportation accounts.

• Paid holidays, vacations, sick, and personal time.

• Generous staff development benefit.

• Excellent malpractice coverage.

• Pet insurance.

• And much more.

Pay Range:

• starts at $24/hr up to $36/hr based on experience

EEO & Accommodation Statement:

NeighborHealth is an equal employment/affirmative action employer. We ensure equal employment opportunities for all, without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to HRrecruit@NeighborHealth.com or call 617-568-4480 to let us know the nature of your request

Federal Trade Commission Statement:
According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website. We do not ask or require downloads of any applications, or “apps.” Job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment.

E-Verify Program Participation Statement:

NeighborHealth participates in the Electronic Employment Verification Program, E-Verify. As an E-Verify employer, all prospective employees must complete a background check before beginning employment.