Department : Integrated Health Services

Position : Integrated Health Services Administrative Specialist Team Lead

Employee Category : Non-Exempt

Reporting Relationship : Director of Integrated Health Services

Character qualities:

Dependability- Fulfilling what I consented to do, even if it means unexpected sacrifice.

Discretion- Recognizing and avoiding words, actions, and attitudes that could bring undesirable consequences.

Flexibility- willingness to change plans or ideas without getting upset.

Initiative- Recognizing and doing what needs to be done before I am asked to do it.

Responsibility- Knowing and doing what is expected of me.

Summary of Duties and Responsibilities:

The Integrated Health Services Administrative Specialist Team Lead possesses a deep understanding of the scheduling and referral processes in Epic. The Team Lead ensures the initial training of IHS administrative specialists, as well as ongoing education and coaching in the process of referrals and scheduling in Epic.

Primary Duties and Responsibilities :

Responsible for training team members as needed, at the direction of the department director.

Serves as mentor for the Integrated Health Services Administrative Specialist team.

Supports the department director in communicating goals and targets for the team.

Supports the department director in meeting department goals and targets.

Implements and manages changes and interventions to ensure program goals are achieved.

Maintains updated and ongoing knowledge in designated Epic areas.

Serves as a resource for team members on key content areas - connecting team members with the tools and resources they need to effectively do their job.

Observes, evaluates, and develops support plans for individual members as needed.

Provides individualized support and hands-on training to learners as requested.

Offers workflow support to members and staff.

Builds strong relationships with nurses, physicians, and other core teams.

Updates information and makes changes as necessary in EMR.

Contacts new in-house Psychiatry and Counseling referrals within 7 business days to ensure maximum scheduling of patients.

Contacts urgent referrals within 24 hours.

Closes the loop on in-house BH referrals. This can be by scheduling patient, having had multiple failed attempts to contact patient, or documenting patient has declined services.

Follows up on BH referrals outside of Variety Care to close referral loop. IHSAS attempt to follow up with patients no less than three times.

Communicates professionally with outside referrals sources regarding patients and referral process. Attaches referrals from EMR and any other necessary documentation needed for outside referrals.

Links medical provider with Integrated Health Services providers for "warm handoffs" when there are no IHS providers available on site.

Responsible for all phone workqueue for the department.

Transitions appointments to telehealth in cases of inclement weather and/or clinic closures.

Collaborates with Triage to connect patients needing immediate assistance with IHS provider.

Provides prescribing providers with necessary information from patients regarding refill requests, side effects from medications, etc.

Assists patient in connecting with billing department for assistance with insurance or billing questions.

Follows HIPAA guidelines and Variety Care Privacy policy and procedure.

Support Variety Care's accreditation as a Patient Centered Medical Home and our commitment to provide care to all Variety Care patients that is Safe, Effective, Patient Centered, Timely, Efficient, and Equitable. Provide leadership and work with all staff to achieve the goals of the "Triple Aim" of healthcare reform-to improve the experience of care, improve health outcomes, and decrease healthcare costs.

Embodies the strength of personal character. Places value on being an open and honest communicator who displays high moral and ethical conduct, integrity, adaptability, and sound judgment. Must be a leader in the department and community. Results-oriented problem solver who is responsible and accountable.

Other duties as assigned.

Requirements, Special Skills or Knowledge :

High School Diploma or GED.

Three (3) years of EMR experience in a similar or relevant role.

Possess workflow knowledge for scheduling and processing referrals.

Possess legible handwriting and basic mathematic skills.

Possess the ability to work with the public.

Possess the ability to enter simple data entry and has basic keyboarding knowledge.

Able to communicate with patients and staff.

Trustworthy handling confidential information

Able to work in an active and stressful environment.

Able to work with difficult patients from time to time.

Bilingual (English/Spanish) required.

ADA Requirements :

Able to lift at least 25 pounds.

Able to bend, reach lift as needed to file or retrieve medical files.

Able to concentrate and prioritize work.

Able to sit for prolonged periods of time.