Chronic Conditions Management Program Assistant - Grade 400 - Temporary - Full-time / Part-time

Under the direction and guidance of the Chronic Conditions Management (CCM) Program Manager or Service Manager, the Program Assistant will support the daily operation of the CCM program. Support includes, but is not limited to, clerical duties, managing office logistics, facilitating communication with members, medical station team personnel, and other services; obtaining and processing patient information; and maintaining program resources including databases.

Essential Functions:

PROFESSIONAL KNOWLEDGE

1. Demonstrates competency to handle multiple cash transactions/pre-voids and balances daily cash receipts as well as other identified skills and procedures.

2. Exhibits ability to learn and apply new skills and procedures.

3. Competent ability to work with numbers accurately and able to alphabetize.

4. Exhibits ability to learn new tasks quickly, including:

* Coordinating/booking/canceling appointments, classes, consults

* Maintaining patient logs for referral, enrollment and discharge in appropriate databases (PILOT, Patient Alert System, or other databases)

* Reviewing program outreach reports.

* Creating, maintaining, and updating databases; generating reports.

* Contacting patients by phone or letter at direction of program manager or care managers.

* Registers members and generates OSCR forms per medical facility policy.

* Sending outreach letters to appropriate patients from databases including PILOT.

* Maintaining documentation of outreach activities for NCQA.

* Preparing and sending memos and patient lists for physicians to review; creating flyers.

* Copying, filing, faxing, and/or mailing materials as directed.

* Assisting with inventory and ordering of supplies.

* Preparing information packets for patients.

* Establishing and maintaining a program filing system.

* Retrieving and preparing medical records for appointments or staff review.

* Handling medical records according to local, state, and federal regulations.

CUSTOMER FOCUS

1. Ability to willingly, appropriately, rapidly and courteously respond to a high volume of member contacts in person, phone, or via computer

2. Excellent record of courteous behavior characterized by good manners and polite communication for a diverse population of health plan members, staff and visitors

3. Demonstrates a service philosophy in all interactions with patients, families and all members of the health care team.

4. Answers phones professionally and courteously by identifying self, title, location and greeting, adhering to confidentiality and verifying patient ID with every call.

5. Displays courtesy and sensitivity to cultural, age, ethical and spiritual diversity.

WORKING RELATIONSHIPS / COMMUNICATION

1. Displays a positive outlook and pleasant manner, and responds willingly to all requests for service and assistance.

2. Exhibits tact and consideration, and displays an understanding of how job relates to others.

3. Works cooperatively in group situations, offering assistance and support to co-workers, giving constructive feedback and working actively to resolve conflicts.

4. Clearly communicates in English verbally as well as in writing, and exercises good judgment with regard to timing, circumstance, audience and follows appropriate lines of authority.

5. Respects the opinions of peers, never contradicting or criticizing a peer in the presence of members of families.

TIME MANAGEMENT / PROBLEM SOLVING / ACCOUNTABILITY

1. Demonstrates flexibility to adjust to organizational changes while working in a high pressured environment, while consistently providing excellent service.

2. Prioritizes work and integrates changes smoothly, working in an organized manner.

3. Exhibits courteous, cooperative spirit and tact when interacting with co-workers and physicians, placing success of the team above own interests.

ATTENDANCE / STAFFING/ PROFESSIONAL APPEARANCE

1. Present at workstation and ready to work at assigned shift time, completing assignments on time.

2. Professional appearance and adherence to dress code, with ID badge visible and worn at all times, results in a positive public image.

3. Demonstrates willingness and flexibility to work in other areas in the department as assigned.

Major responsibilities of Program Assistant job description as above as well as other various duties to be assigned. Duties and tasks may differ depending upon staffing and operational need.

Basic Qualifications:

* High School Diploma/GED.

* Knowledge of medical terminology.

* Multi-lingual preferred - Spanish/Cantonese/Mandarin.

* Effective written and oral communication skills in English.

* At least two years of clerical experience including use of office equipment (photocopy, personal computer, calculator, fax machine, typewriter) and phone experience demonstrating excellent customer service and technique.

* Efficient with MS Word, Excel and keyboarding at least 40 wpm (tests will be administered).

* Effective, professional interpersonal and organizational skills and the ability to accurately, efficiently and professionally perform in a complex and busy health care environment.

* Must be willing and able to cross train and work in all areas of the Department of Medicine.

* Must be able to work around commonly used potentially hazardous substances including high level disinfectants such as Cidex as referenced in the Material Safety Data Sheets.

* Must be able to work in a Labor/Management Partnership environment.

* This position is required to work evenings/weekends/holidays as needed.

Skills Testing: Microsoft Word (intermediate) & Excel (intermediate), Typing 40WPM