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Area Clinician Support Specialist (ACSS) - NC Triangle/Triad
Position Summary:
The Area Clinician Support Specialist (ACSS) serves as a key support structure for assigned Clinician Support Specialist (CSS), Area and Regional Leadership, Advanced Practice Clinicians (APC), Physicians, Facilities, and Patients. This role assists with various aspects of patient care, provides education and training, and implements corrective action plans as needed. This position involves conducting workflow visits with CSS’s, serving as the primary point of contact for APC support staff, and fostering a culture of collaboration within the care team.
The ACSS acts as a resource for Clinician Support Specialists-CSS in the assigned territory and performs all duties of a Clinician Support Specialist as necessary. The ACSS is responsible for enhancing the performance of the APC support team by facilitating clinical services workflow for APC’s within the assigned region. This role requires working in the field alongside the assigned APC’s/Area/Regional/CSS’s, as directed.
This position follows a Monday–Friday day shift schedule, though hours may be subject to change based on the needs of the assigned region. A minimum of four (4) days per week in the field with 2-4 hours onsite/per day with CSS’s/APC’s/Area Director is required, Facility site visits as required for any special events, risk mitigation of business loss or staffing concerns with CSS staff. * Travel to facilities could extend up to or beyond 60 miles *
The ACSS acts as a resource for Clinician Support Specialists-CSS in the assigned territory and performs all duties of a Clinician Support Specialist as necessary. The ACSS is responsible for enhancing the performance of the APC support team by facilitating clinical services workflow for APC’s within the assigned region. This role requires working in the field alongside the assigned APC’s/Area/Regional/CSS’s, as directed.
This position follows a Monday–Friday day shift schedule, though hours may be subject to change based on the needs of the assigned region. A minimum of four (4) days per week in the field with 2-4 hours onsite/per day with CSS’s/APC’s/Area Director is required, Facility site visits as required for any special events, risk mitigation of business loss or staffing concerns with CSS staff. * Travel to facilities could extend up to or beyond 60 miles *
Qualifications: Education, Licensure and Certifications, Related Work Experience:
- High School Diploma or equivalent
- Certified or Registered Medical Assistant, CNA, or PCT required.
- 3-5 years of patient care experience; medical scribing experience required.
- Previous supervisory experience preferred.
- Valid driver’s license and reliable transportation
Essential Job Duties/Responsibilities:
- Assist Area Director of Clinical Operations & Engagement with APC/CSS pairings
- Participating in and scheduling interviews/field shadow days collaboratively with APC & ADCOE. Assist with recruiting, hiring, and retaining CSS’s as assigned by leadership. Support new hire onboarding and ongoing training for CSS’s
- Serve as a customer service advocate between APC and families/staff to facilitate proper patient clinical care
- Performance Management of direct reports: Corrective action plans/Performance Improvement plans for identified under-performance/behavioral matters with scheduled follow up to identify improvement or move to next step of performance management process in collaboration with the ADCOE & HR
- Ensure all CSS’s effectively support assigned APC’s through optimized workflow measures; including arriving at the assigned building BEFORE the APC’s to address acute/admits and scheduling for the day
- Foster a supportive culture between APC’s, families, and facility staff through effective communication
- Ensure the team documents appropriate encounters and time for Chronic Care Management (CCM) and Behavioral Health Integration (BHI) services
- Check in and out daily with facility staff regarding patient status and visits and any follow-up that needs to be completed
- Address and resolve conflicts in collaboration with the Area Director
- Frequent visits held with CSS staff upon their new hire training until staff is proficient in the role.
- Serves as a representative/liaison of the company with the facility with an emphasis on professionalism, including adherence to dress code expectations, and customer service
- Other related duties as assigned
Other skills and knowledge necessary to perform this job. (e.g., basic accounting principles, computer skills and software, specific healthcare processes, etc.)
- Typing speed of 45 wpm or greater
- Customer service skills with a positive and supportive approach
- Able to communicate concisely in verbal, written and electronic form with facilities, patients, and other professionals
- Common computer skills; use of electronic healthcare application
Compliance Requirements:
- Ensure compliance with all federal, state, and local laws, regulations, standards, guidelines, and Eventus WholeHealth policies and procedures pertaining to the job.
- Remain informed of any changes to federal, state, and local laws, regulations, standards, guidelines, and Eventus WholeHealth policies and procedures that impact the job and the company.
- Promptly report any non-compliant conduct and/or practices to Eventus WholeHealth’s Chief Compliance and Risk Officer
Ethical Conduct:
- Ensure adherence to Eventus WholeHealth's Code of Ethics and Business Conduct.
- Perform the job duties with integrity and professionalism.
- Promptly report any unethical conduct and/or practices to Eventus WholeHealth’s Chief Compliance and Risk Officer.
Patient Privacy and Confidentiality:
- Strictly protect patient information in accordance with all federal and state privacy laws and Eventus WholeHealth policies and procedures.
- Promptly report any violations of federal and state privacy laws and Eventus WholeHealth
- Policies and procedures to Eventus WholeHealth’s Chief Compliance and Risk Officer.
Documentation and Record Keeping:
- Maintain accurate and complete documentation when performing the job duties.
- Ensure that all Eventus WholeHealth information, data, documentation, and records are always safeguarded and maintained confidentially
Training and Education:
- Participate in all assigned training.
- Complete all assigned training by the deadline for completion.
Risk Management and Incident Reporting:
- Engage in regular risk assessments to identify potential risks and work proactively with a supervisor and Eventus WholeHealth’s Chief Compliance and Risk Officer to mitigate any identified risks.
- Promptly report any incidents (as defined in the “Incident Report Policy”) to the Chief Compliance and Risk Officer.
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