• Clinical Support Coordinator - Largo, FL

    Posted Date 1 month ago(8/2/2019 1:39 PM)
    Job ID
    2019-8872
    # of Openings
    2
    Category
    Contact Center
    Type
    Full Time Regular
  • Overview

     

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    The Company:

    Matrix Medical Network is the leading provider of in-home, facility and community based care management services and solutions to health plans. Founded in 2000 and headquartered in Scottsdale, Arizona, with a regional office in Largo, Florida. Matrix has a national clinical organization which provides high-touch, in-home care to help health plans balance cost and revenue, grow membership and improve the quality of care.  After nearly doubling in size in recent years, Matrix continues to be well positioned for continued expansion. 

     

    Background & Benefits:

    Matrix Medical Network offers you challenging, meaningful work and the power to help make a difference in the health and well-being of others.  Our engaging and rewarding work environment has been recognized as a “Top 100 Workplace” in 2019, 2018, 2015 & 2014 by the Tampa Bay Times.  We were also named “Large Business of the Year” in 2014 by the Clearwater Chamber of Commerce.

     

    We provide excellent training, great work culture and an energetic team environment. Additionally, we offer competitive starting pay. Benefits include health, dental, vision and matching 401(k).

     

    Position Summary

     

    The Clinical Support Coordinator (CSC) is responsible for the primary support of Nurse Practitioners to ensure they have the most efficient routes and complete schedules to maximize productivity. The Clinical Support Coordinator (CSC) assists the Nurse Practitioners with schedule routing and schedule optimization, schedule changes and cancellations as well as for contacting members to remind them of their appointment to meet the provider.

     

    Desired Skills

    • Minimum of 6 months of experience in routing, transportation and/or logistics.
    • Minimum of 6 months of experience working with geography and proficiency in using mapping applications such as MapQuest
    • Minimum 1 year of customer service experience displaying excellent customer service skills
    • Minimum 6 months in a call center setting 

    Responsibilities

    • Leverage systems, mapping tools and other resources to design an optimal route for the providers’ schedules.
    • Identify and address providers’ scheduling issues, evaluates and creates alternative routes and anticipates future needs.
    • Utilize effective communication skills to manage member appointments to positively impact providers’ productivity.
    • Effectively balance the needs of the members and providers.
    • Schedule, re-schedule and reassign member appointments to minimize drive time or distance as needed.
    • Manage timing of visits in providers’ schedules and ensures quality and accuracy of schedule.
    • Make any required follow up calls as needed to coordinate providers’ routes and schedules.
    • Document all telephone calls in computer based system.
    • Liaison and communicates with other departments to facilitate provider scheduling.
    • Effectively updates Provider routes at beginning of shift
    • Pull Scheduled visits forward as need to maximize route efficiency
    • Daily optimization of Provider routes to assure Providers have the most effective working day
    • Concentration on confirming scheduled visits within 24 to 48 hour time frame
    • Utilize Managing resistance skills to minimize cancellations and reschedules
    • Answer Provider inbound calls in a timely manner and establish close professional supporting relationships with Providers
    • Other duties may be assigned, based on company’s needs.

    Qualifications

    • Excellent organizational skills – ability to organize, take initiative and follow up independently.
    • Must be able to speak clearly and unencumbered on the phone.
    • Proven time management, multi-tasking, prioritization and follow-up skills in a rapidly changing environment.
    • Prompt and regular attendance required.
    • Ability to think critically, solve problems and make decisions, while adhering to company standards and guidelines.
    • Ability to work independently, while being a productive member of the team accurately
    • A healthcare background and/or experience in a medical call center is a definite plus.
    • Must have excellent verbal and written communication and strong interpersonal skills. 
    • Must be comfortable working one on one with elderly members and their families by phone.
    • Ability and initiative to streamline and suggest improved processes.
    • Excellent typing skills and computer literacy, including customer service representative applications, Microsoft Word, and Excel.

    Educational Requirements 

     

    Requires High school education or the equivalent, some college preferred.

     

    Supervisory Responsibility: No supervisory responsibilities.

    Travel Requirements: No travel required.

     

    The preceding description and functions is a summary of principal responsibilities, and may not be comprehensive in scope regarding work performed by an employee assigned to this position classification.  Management reserves the right to add, modify, change or rescind the work assignments of this position.  Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position.

     

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