Job Description

Summary: 

This person is responsible for tracking patient lab orders that have been ordered by Grace Health providers and performing patient outreach when patients are non-compliant. S/he will work directly with the Medical Records Lead in development of the patient lab tracking team including education, competencies, evaluation, performance correction, patient safety and customer service-related issues. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Follows and tracks patients lab orders to ensure completion and follow up.
• Professionally investigates and resolves patient barriers to completing lab results.
• Creates a welcoming and professional environment for our patients and visitors by demonstrating exceptional customer service.
• Follows standards and guidelines for telephones etiquette and service when interacting with patients over the phone.
• Effectively collaborates and communicates with clinical staff, i.e. providers, nurses and other support staff.
• Supports and adheres to compliance policies and procedures.
• Consult with and support clinical staff in the efforts to serve patients and clinics.
• Develop processes to best serve our patients in tracking lab results.
• Develop and maintain good collaborative working relationships and channels of communication with members of the care staff teams including all clinics and ancillary departments.
• Adherence to medical record policies and patient care guidelines of Grace Health.
• Routinely generate a lab tracking report or work electronic log of ordered labs.
• Conduct patient outreach when the patient has not been compliant with a provider’s order.
• Document patient’s non-compliance in lab orders section.
• Work with other members of the health team if needed for patients request or need.
• Other duties may be assigned.   

OTHER ESSENTIAL DUTIES and RESPONSIBILITIES:

• Grace Health recognizes that managing patient care is a team effort that involves clinical and non-clinical staff.  All employees must embrace a team-based approach to patient care and understand that each role is important to our success. 
• Team members must demonstrate excellent team communication and coordination to provide quality patient care.
• Care coordination includes communicating with community organizations, health plans, facilities, and specialists.
• Care team members understand and embrace the concept of population management and proactively address the needs of patients and families served by this practice. 
• Team members must demonstrate skill and knowledge related to effective communication with vulnerable patient populations.
• Team members must participate in Continuous Quality Improvement activities within the organization to ensure patients receive high quality care.
• All team members will be involved in the process of improving quality outcomes.
• Team members will participate in the review and evaluation processes of practice performance and help to identify opportunities for improvement.
• Team members will participate in Grace Health's advocacy program  

GENERAL DUTIES:

• Follows policies and procedures of the office, including administrative, clinical, quality assurance, and personnel
• Maintain good attendance (daily, meetings, and other assignment tasks)
• Maintain timely documentation of all work assignments
• Maintain patient confidentiality
• Routinely keep supervisor informed about attendance and job assignments
• Flexible in being able to multitask
• Work effectively and at an efficient pace
• Work cooperatively with physicians, administration, and peers 

QUALIFICATION REQUIREMENTS:

  To perform this job successfully, an individual must be able to assist in advancing Grace Health’s mission and to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SKILLS:

• Pleasant personality and professional demeanor
• Excellent Customer Service
• Cooperative attitude-Flexible
• Detail Oriented
• Effective written and oral communication skills
• Highly organized work habits with ability to prioritize
• Intermediate computer skills with Microsoft Word and Excel
• Familiar with Electronic Medical Record

EDUCATION and/or EXPERIENCE: 

Must have completed high school.  Minimum of one year of Medical Office experience.

Grace Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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