Clinical Support Specialist

Clinical Support Specialists (Clinical Support Managers) are responsible for meeting the needs of our customers by working with staff at skilled nursing facilities, responsible parties of residents, and internal teams at Aria Care Partners; upholding standards of care daily.

Essential Duties & Responsibilities

1. Track provider availability and create and communicate monthly schedules for hearing providers.
2. Maximize use of clinical days and schedule work efficiently.
3. Contact hearing providers and schedule or modify clinical schedule as needed.
4. Prepare patient lists for scheduled visits using recall report, create notification and send to facility 2 weeks prior to scheduled visit date.
5. Track and schedule requests from responsible parties and facility staff to ensure residents are seen at upcoming visits in a timely manner and according to clinical need.
6. Call facilities both 1 week and 2 days prior to visit to confirm receipt of patient list and verify accuracy.  Modify list as needed, and request patient room numbers prior to visit.
7. Remain accessible to audiology field team throughout day to provide support while providers are in clinic.
8. Support the coordination of training and onboarding of new audiology team members.
9. Competent in creating an individualized routine or process to meet deadlines & manage individual responsibilities.
10. Able to communicate and present information in a digestible way in a group or presentation setting.
11. Use metrics provided to increase efficiency in clinical day and service delivery.
12. Use survey results to drive higher customer satisfaction scores and improve clinical and customer service delivery.
13. Perform other duties as necessary.

Education and Training

• Associate or bachelor’s degree preferred – equivalent work experience accepted
• 2-3 years’ customer experience preferred
• Management experience, or medical office experience preferable

Other Qualifications

• Problem solving—the individual identifies and resolves problems in a timely manner.
• Customer service—the individual manages difficult client/customer situations, responds promptly to customer needs, solicits customer feedback to improve service, responds to requests for service and assistance and meets commitments.
• Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently.
• Quality control/Attention to detail—the individual demonstrates accuracy and thoroughness; monitors own work to ensure quality and applies feedback to improve performance.
• Adaptability—the individual adapts to changes in the work environment, manages competing demands, and can deal with frequent change, delays, or unexpected events.
• Dependability—the individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.
• Computer skills – considerable knowledge of computer systems/programs including Excel.  Ability to quickly learn, adapt, and navigate new or complex software systems.  Ability to work in and utilize multiple systems concurrently.
• Able to work in collaborative team environment.
• Ability to lift 15-20 lbs.