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Clinical Support Specialist - CMA or EMT REQUIRED

Department: Corporate
Location: Troy, MI
Company: USMM

Please email your resume in .doc, .docx, .pdf, .txt, .rtf, .html, or .ascii format to the address below. If you wish to enclose a cover letter, please include it in the body of your email message.

Clinical Support Specialist

  Clinical Support Specialist entails handling telephone inquiries from patients, families, other physicians and other healthcare professionals relative to patient care questions or needs. Professional and efficient management of visitors, telephone calls, clerical duties and customer service. Responsible for oversight of Home Health Certification, Re-certification, census and care plan oversight activities. Renaming and redirection of faxes to the appropriate department to be processed in a timely manner according to company protocol.


  • High School Diploma/GED.
  • Two years experience in coordination of patient care in office setting, preferably geriatric care. Certified medical assistant or emergency medical technician certification required.
  •  Computer Skills: Microsoft Excel, Word and Outlook. Experience with EMR highly preferred.
  • Two or more years Customer Service Experience and health care experience preferred.
  • Excellent organization, communication and time management skills. The ability to multi task, and maintain a professional demeanor.


  •  Receives inquiries from patient/caregiver in a concerned and professional manner; documents all conversations/actions/outcomes in the patient chart.
  •  Assesses patient needs and communicates method of resolution via system.
  •  Communicates medical need for patient visits to Scheduling Department. Reviews patient charts following visits and processes physician orders through appropriate home health agency and/or vendor.
  •  Receives critical lab values report from lab and contacts VPA physician to ascertain follow up action. Notes physician orders in chart and completes action as directed.
  •  Documents any complaint from patient or caregiver on designated form and takes immediate corrective action, if possible. Reports, in writing to supervisor.
  •   Maintains patient confidentiality.
  •  Triage, interpret, archive and rename medical records based on clinical urgency using standardized naming conventions and processes.
  • Communicate with all members of the health care team and office staff in the assigned service area.
  • Performs routine office tasks necessary for the operation and presentation of a professional office as observed by the supervisor.
  • Promptly, accurately, professionally and courteously receives 100% of all telephone calls and directs and or records and relays messages.
  • When on duty, ensures the reception station is staffed 100% of the time.
  • Provides on-site coordination of home health documentation. Interacts with Physicians, staff, patients/families, community agencies ect.
  • Coordinates and oversees all direct home health paperwork provided by home health providers.
  • Home health coordination to assure referrals and paperwork for home health are properly and timely placed.
  • Exhibits excellent service behavior to all physicians, VPA staff, patients, caregivers and community vendor agencies during all encounters.
  • Demonstrates interpersonal skills that promote communication, collaboration, problem resolution, and team work.
  • Completes and submits all required documents and reports in a timely manner.
  • Collaborate with physician to ensure all potential Care Plan Oversight and care coordination billable minutes are captured.
  •  Completes additional tasks outside of the above responsibilities as assigned.
  •  Triage on-call and coordinates with provider and practice manager on patient follow up.

Knowledge Skills & Abilities

  • Knowledge of USMM practice policies and protocols for maintenance of patient charts, phone calls, customer service questions and other regulations regarding release of information.
  • Skilled in maintaining department quality assurance and control standards.
  •  Ability to adapt to new systems as required and apply guidelines/ procedures.
  • Ability to analyze problems and resolve issues in a rapid, direct and complete manner.
  •  Ability to assess importance of inquiry and to assign priority for resolution.
  •  Skill in teamwork and maintaining relationships with patients, caregivers and coworkers.
  • Knowledge of compliance (including clinical records) of all local, state and federal laws regarding licensure and certification with Home Health Care compliance standards.
  • Familiar with home health care referral criteria and services.
  • Remains up to date about changes in the field of home health care; shares information with appropriate personnel.
  • Assures the coordination and delivery of home health services provided throughout the VPA practice.
  •  Other duties as assigned.


Please email your resume in .doc, .docx, .pdf, .txt, .rtf, .html, or .ascii format to the address below. If you wish to enclose a cover letter, please include it in the body of your email message.

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