Senior Clinical Associate 
Full Time, day shift

MetroHealth is embarking on a joint venture to provide senior services, Spry Senior.

Summary: 

Provides a high level of personal attention and concierge-style care to ensure clients can successfully navigate Spry Senior and the healthcare system to fulfill their healthcare needs through strong communication and service. Uses a team-based approach to care, focused on building meaningful relationships with our clients to improve their health and wellness. Delivers high-quality, high-touch primary care and care coordination across the healthcare delivery system. Ensures physicians have tools and support to optimize efficiency and patient flow. Maintains the provision of client care by performing clinical functions, billing, appointment scheduling, and client follow-up. Directs departmental operations by performing various administrative functions. Participates in new client development. Assists in the development of new procedures as necessary. Upholds the mission, vision, values, and customer service standards of The MetroHealth System.

Responsibilities:

1. Acts as the on-site client experience liaison by:
a. Providing a professional, welcoming atmosphere and greeting clients in the office setting.
b. Delivering an exceptional client’s experience and help clients prepare for their provider visits
c. Knowing each client’s name and wellness goals.
d. Helping elicit immediate client feedback on their experience
e. Identifying low response and any client needs expressed and coordinating an appropriate and timely response to improve the client’s experience.
f. Providing information to clients about benefits of Spry Senior.
g. Assisting with new client acquisition, including leading tours, answering queries, tracking applications, registering new clients, and management of online client platform.
h. Maintaining relationships with all clients by being the primary point of contact.
i. Building a relationship with clients and encouraging them to be actively engaged in their care plan
j. Resolving technology barriers that clients might face including but not limited to MyChart.

2. Performs clinical navigation and care coordination activities based on medical or psychosocial risk by:
a. Coordinating with clients to schedule appointments with primary care services, specialty services, procedures, and referrals.
b. Supporting and monitoring the completion of referrals to other client services.
c. Contributing to providing chronic disease self-management support to clients, including helping them acquire the information, skills, and motivation necessary to successfully manage their conditions.
d. Assist in providing client educational support, assistance, and referral services when indicated.
e. Working under supervision to identify barriers to plan of care adherence and strategies to overcome barriers for assigned clients (i.e., transportation, prescription coverage, financial issues, housing needs, employment issues, and entitlement services).
f. Assist with monitoring, implementing, and ensuring compliance with, and modifying care plans as needed.
g. Assisting in coordinating the use of clinical and ancillary resources within and outside of Spry Senior to support access to services and achieving treatment goals stated in client care plans.
h. Assisting with providing proactive activities related to disease management for identified client populations within the practice patient panel,
i. Understanding payment responsibilities based on the client’s financial status and assisting with referrals to programs for financial assistance when needed.
j. Assisting in navigating the healthcare networks throughout the community for clients, including referrals to specialists inside and outside of Spry Senior.
k. Communicating and coordinating with providers and insurance companies regarding all procedures being conducted outside of the office (e.g., MRI, CT, X-ray, colonoscopy, etc.).
l. Promoting health care screenings, wellness visits, and chronic disease management by phone calls, My Chart messages, email communications to clients and through engagement and outreach initiatives.
m. Arranging for transportation and other necessary client services.
n. Appling or assisting with the application of durable medical equipment

3. Performs clinical duties for the practice, under the direction of a provider by:
a. Ensuring efficient client flow by rooming clients in a timely manner, keeping providers on schedule.
b. Ensuring that exam rooms are clean, safe, and ready for client visits.
c. Ensuring that clients are properly prepped for visit/procedure.
d. Assisting clients and providers during examination and routine procedures.
e. Assists with clinical needs such as but not limited to: vital sign monitoring, immunizations, EKG, phlebotomy, point of care testing, prescription refills, and client communication.
f. Participating in client discharge by reinforcing client education; providing teaching material as appropriate.
g. Ordering supplies and stocking exam rooms
h. Maintaining point of care testing equipment and logs.
i. Conduct routine quality control checks, including infection control measures, equipment QAs, and checks for expired medication and supplies
j. Traveling, if warranted, to client’s workplace or home to assist provider in delivering seamless healthcare outside of the Spry Senior location

4. Performs clinical documentation activities and maintains the electronic health record (EHR) by:
a. Maintaining current documentation of activities in EHR (Epic) to promote the well-coordinated/seamless delivery of care to clients.
b. Performing multiple functions within the EHR (Epic), targeting a super-user level of proficiency.
c. Assisting with provider scheduling templates and adjusting schedules as necessary.

5. Performs administrative functions to support the efficient operation of the practice by:
a. Supervising and actively participating in the development and maintenance of supplies and equipment for Spry Senior.
b. Coordinating with IT, pharmacy, facilities, clinical engineering, and materials management for equipment, deliveries, and pickups.
c. Supporting efficient and effective office management practices.
d. Performing clerical and administrative duties, such as answering telephones, emails, etc.
e. Playing a supportive role and point of contact for facility, maintenance, and other administrative roles if/when site manager cannot be reached.

6. Participate in care team meetings to discuss client care and clinic operations

9. Maintains client confidentiality and promotes exacting standards for client experience.

10. Keep current with trends, developments, and practices in the field as they relate to this work assignment. Maintains current knowledge of the standards of care guidelines for chronic conditions impacting assigned client populations.

11. Participates in marketing activities and practice development,

12. Demonstrates appropriate verbal and non-verbal communication skills.

13. Displays sensitivity to and understanding of various cultural, ethnic, racial, and socioeconomic backgrounds.

Qualifications:

Required:
Possesses one of the following:
• Current Certified Medical Assistant
• Graduate of a Licensed Practical Nursing program

2-5 years of healthcare experience that includes providing clinical care.
Experience performing phlebotomy and specimen collection, with demonstrated skill in the use of sterile techniques and standard equipment (i.e., vacutainer tubes, needles, needle holder, butterfly, syringes, and tourniquets).
Registered Phlebotomy Technician from the American Society for Clinical Pathology (PBT/ASCP).
Current AHA Basic Life Support for the healthcare provider certification or obtains within 90 days of hire.
Knowledge and experience working with an Electronic Medical Record (EMR).
Possesses flexibility, energy, attention to detail, and problem-solving skills.
Ability to work independently and as a member of a multidisciplinary team
Demonstrates excellent interpersonal, communication, and problem-solving skills
Demonstrates strong analytical, data management and computer skills.
Demonstrates strong organizational and time management skills
Desire to provide care to the geriatric population and the communities we serve.
Ability to interact effectively with a wide range of cultural, ethnic, racial, and socioeconomic backgrounds.

Preferred:
Experience with geriatric patients.
Experience working with Epic.

Physical Demands:
May sit, stand, stoop, bend, and ambulate intermittently during the day.
May need to sit or stand for extended periods.
See in the normal visual range with or without correction.
Hear in the normal audio range with or without correction.
Ability to lift 250-300 pounds with assistance.
Ability to push/pull up to 500 pounds with assistance.
Requires some exposure to communicable diseases or body fluids.
Requires some exposure to chemicals and cleaning products.
Ability to use the computer.

IND#