Primary Care Team Contact Associate

About the Role

Under the supervision of professional clinical staff, as part of the Primary Care Team, in an ambulatory care clinic, performs a variety of on-site clerical, administrative, and customer service functions to support providers, patients, families, care givers and community partners.

Key Responsibilities

• Receives and filters incoming communication from patients via telephone, MyChart messaging and/or in-person, and documents calls and follow-ups in the electronic health record.
• Answers routine inquiries of patients via telephone, MyChart messaging and/or in-person (e.g., test dates and follow-up appointments).
• For clinically related questions, collects all relevant information from pertinent sources, such as the patient and the electronic health record, and escalates questions to the appropriate care team member.
• Facilitates appointment request escalations from the Contact Center or other sources to appropriate departments for scheduling when unable to directly schedule an appointment.
• Receives inquiries from external agencies (e.g., a pharmacy or a provider outside of Health + Hospitals), collects all relevant information, and escalates the inquiry to the appropriate care team member.
• Facilitates interactions with Home Care or other external agencies requiring signatures, order clarification, changes or requests for additional services by collecting the required information and sharing with the patient’s provider.
• Provides materials such as forms and letters for appropriate patient and/or provider needs.
• Assists patient with the completion of forms, letters, and other necessary documents as identified by the patient, family, or community partner, including reviewing the electronic health record to obtain information needed for requested forms.
• Communicates straightforward messages from care team members (e.g., Primary Care Provider [PCP], nurse, practice manager) to patients (e.g., “Your doctor has refilled your medication”).
• Contacts patients who are overdue for routine care or other care gaps for chronic disease and/or routine prevention and immunizations.
• Assists patients in scheduling needed primary care, provider, lab or imaging appointments, as appropriate.
• Informs or relates to patients information on additional tests or procedures required.
• Maintains accurate files and relevant records.
• Operates required Information Technology systems, including Epic.
• Attends daily care team huddles.
• Participates in staff departmental and interdisciplinary meetings and training.
• Participates in performance improvement activities, as required.
• May be reassigned to support patients throughout the System during a declared emergency/disaster.

Requirements & Tech Stack

• Electronic health record proficiency
• Information Technology systems proficiency
• Epic system knowledge
• Telephone communication
• MyChart messaging

Qualifications

Acts in compliance with NYC Health + Hospitals, health care setting, and other appropriate regulatory requirements and patient safety standards.