ProCARE Call Specialist

The ProCARE+ Call Specialist (CS) conducts phone calls with patients or their caregivers to share important information, conduct warm check-ins of patient status, or carry out other tasks that contribute to optimized clinical outcomes and greater patient satisfaction. The ProCARE+ CS, under supervision of a ProCARE+ Pod Lead Registered Nurse or the Clinical Program Manager, follows prescribed scripts to welcome patients to home care services, gather feedback that helps monitor patient well-being, or manage other similar exchanges of information as assigned. Notifies ProCARE+ nursing staff or agency clinicians of any negative findings per established protocols to ensure appropriate and timely response to the patient's clinical needs. Documents details of patient contacts and care coordination in electronic medical record. Represents the organization in a friendly and professional manner to enhance the patient's perception of care and services.

Minimum one year of experience as a Medical Assistant is required.

• Receives daily assignment of scheduled calls and works steadily and diligently to complete them, repeating attempts as needed to reach patients who did not answer.
• Notifies ProCARE+ Virtual Care Coordinator (VCC) if contacts need to be rescheduled for additional attempts or per patient request. Also notifies VCC if daily assignment was completed ahead of schedule or if calls remain incomplete at end of day, so that VCC can adjust the assignment accordingly.
• Completes various types of calls in conformity to prescribed scripts, accurately capturing patient responses in electronic medical record, and providing information and assistance to patients in accordance with role.
• Recognizes undesirable patient responses and/or situations that require skilled clinical intervention; promptly refers problematic circumstances to a ProCARE+ RN/LPN or agency staff as appropriate; documents this care coordination immediately.
• Calls or sends text messages to patients to remind them of upcoming virtual skilled appointments.
• Assists patients and caregivers via telephone or audio-visual technology to understand the principles of virtual care and how to join a virtual session; assesses patient readiness to participate in virtual care and takes necessary action to remove patient from the virtual program if it is not appropriate or upon patient/caregiver request.
• Assists with orientation of new ProCARE+ team members upon request.
• Maintains productivity standards as assigned.
• Monitors personal performance and quality metrics and displays willingness to participate in continuous improvement activities to enhance skills.
• Exhibits exemplary oral communication skills when speaking with patients or caregivers, collaborating with agency staff, and supporting fellow team members at ProCARE+.
• Demonstrates excellent written communication skills when documenting patient responses or care coordination in a complete, accurate, and timely manner, in accordance with organizational standards and protocols.
• Takes necessary actions to maintain professional certification at all times; completes required initial and annual education, as well as additional courses that may be assigned, in a timely manner.
• Evidences self-motivation and ability to work independently with minimal supervision.
• Displays consistent commitment to the LHC Standards of Behavior.
• Other duties as assigned within general scope of the position.

License Requirements:

• Successful completion of Medical Assistant training required.
• Valid Medical Assistant certification required. If not currently certified, must obtain certification within 90 days of start date.

Experience and Skills Required:

• Minimum one year of experience as a Medical Assistant is required.
• Experience working with polychronic geriatric, cardiac, pulmonary, and/or diabetic patients strongly preferred.
• Attention to detail, competency with gathering assessment data, and ability to follow established clinical protocols accurately are required.
• Excellent communication and customer service skills and high degree of professionalism are essential.
• Strong technology acumen is required, including documentation and workflows within an electronic medical record and ability to learn and demonstrate knowledge and proficiency in various patient care-related software platforms.

Essential Functions:

• Receives daily assignment of scheduled calls and works steadily and diligently to complete them, repeating attempts as needed to reach patients who did not answer.