The Patient Engagement Center (PEC) is a centralized contact center for Saratoga Hospital Medical Group supporting our patients with scheduling, referrals, telephone nurse triage, and prior authorizations. The Clinical Coordinator provides direct supervision to the Telephone Triage Registered Nurses within the PEC. The Telephone Triage Team supports symptomatic patients with telephone triage and scheduling, clinically triages and prioritizes referrals to specialty practices, and provides clinical guidance and support for insurance prior authorizations.

🌟 Clinical Coordinator-Patient Engagement Center

💰 Salary Range: $35.87-$59.81/hr

🎯 About the Role

We're looking for a dedicated Clinical Coordinator to join our team and help us continue delivering the level of care our patients and families deserve. In this role, the Clinical Coordinator provides clinical leadership and oversight to the Patient Engagement Center (PEC). Responsible for coordinating the clinical and administrative functions that govern the provision of care. Works closely with team members and colleagues across the organization ensure an environment that is caring, healing and welcoming for patients.

🔍 What You'll Do

Policies and Procedures: Responsible for implementing and maintaining nursing policies and procedures for the PEC. Participates in quality improvement activities, developing policies, procedures, and/or guidelines to improve patient care and assists with data collection and monitoring.

Scheduling: Schedules registered nurses and other clinical staff to provide optimal coverage for patient care. Organizes and prioritizes work assignments based on patient needs and acuity, age and utilizes critical thinking skills. Responds to emergency situations as per protocol.

Patient Engagement Center Nursing Responsibilities:

They will work collaboratively with Patient Engagement Center staff and Practice Nursing Leadership to ensure patient requests and inquiries are managed timely and patient triage is complete expeditiously. The caller's symptoms will be assessed and triaged using the nursing process and approved guidelines to assist in obtaining the appropriate level of care and/or self-care advice. Calls will be documented in a standardized manner. In addition to completing telephone triage of patients and answering of clinical questions via phone, this position will use their clinical expertise to:

• Review medication electronic prior authorizations
• Portal messages from patients
• Other non-telephonic clinical duties

Respond promptly to each incoming call. If a call warrants triage, the caller's symptoms will be assessed to determine appropriate level of care (Emergent, Urgent, Non-Urgent, Self-Care) and referred to the appropriate medical facility or provider for care, utilizing approved guidelines on a patient basis.

Utilize available resources and guidelines to prioritize scheduling of patient and referral to the appropriate medical facility. Appointments will be scheduled by the Telephone Triage RN with the caller and appropriate details will be shared. Pertinent demographic information will be collected and documented within the EMR for the appointment.

Provide appropriate instructions to patient/caller including home care instructions, written guidelines sent via portal or mail, or other references.

Complete standard documentation of each patient call utilizing the EMR in compliance with approved policies and procedures.

Human Resources: Provides ongoing feedback to staff to nurture and develop clinical and interpersonal skills. Proactively addresses issues of conflict. Follows through in a timely manner to staff concerns and questions. Introduces new information to ensure staff skills are progressive and reflect up to date clinical practice. Conducts annual performance evaluations. Ensures staff complete mandatory training as required. Takes corrective action as needed. Consults with Human Resources staff to ensure compliance with human resource policies.

Communication: Applies patient specific communication skills in interactions that are culturally sensitive and population/age specific. Language barriers and sensory and cognitive deficits are accommodated as needed. Communicates information to the provider that is pertinent, timely and concise. Manages conflict among other team members in a direct and effective manner.

Leadership: Applies leadership skills consistent with role and experience. Delegates and/or assigns care that is consistent with role, scope of practice, and abilities of recipient. Provides feedback pertinent to the situation that is positive and/or provides co-workers educational opportunities. Co-ordinates care within the multi-disciplinary team. Manages conflict in capable, effective manner. Actively participates and promotes professional practice by participating on committees, councils, policy development, unit/hospital projects or professional organizations. Actively engages in Patient Engagement Center operations and interacts with other stakeholders (practice leaders, providers, etc.) to provide clinical perspective, expertise, and leadership.

📋 What You Bring

• Graduate of an accredited school of nursing, and BSN.
• Minimum two years clinical experience. Supervisory and outpatient setting experience preferred.
• Licensed to practice in the State of New York.
• Knowledge of electronic medical record and practice management systems, specifically Medent and EHR.
• Knowledge of medical terminology, medical office principles, standards, applications, and tests.
• Knowledge of medical office safety, cleanliness and infection control policies and regulations.
• Knowledge of medical office equipment uses and maintenance.
• Accuracy - Ability to perform work accurately and thoroughly.
• Communication - Ability to communicate effectively verbally and in writing.
• Computer Skills - Proficient ability to use a computer and electronic medical record.
• Confidentiality - Maintain patient, team member and employer confidentiality. Comply with all HIPAA regulations.
• Customer Service Oriented - Friendly, cheerful, and helpful to patients and others. Ability to meet patients and others needs while following office policies and procedures.
• Decision Making - Ability to make critical decisions while following SHMG policies and procedures.
• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• Flexibility - Ability to adapt easily to changing conditions and work responsibilities.
• Leadership Skills - Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
• Positivity - Display a positive attitude and is a positive agent for change.
• Teamwork - Work as part of a team and collaborate with co-workers.
• Working Under Pressure - Ability to complete assigned tasks under stressful situations.

🙌 Why Saratoga Hospital

• A caring, community-focused culture rooted in teamwork and trust
• Supportive leadership that invests in your development and well-being
• Comprehensive benefits, including medical, dental, retirement plans, tuition assistance, and wellness programs. Click here to view our complete benefits guide.
• Opportunities to grow within the Albany Med Health System
• Located in beautiful Saratoga Springs, known for its vibrant community, outdoor recreation, and cultural attractions

📝 How to Apply

Click the 'apply' button to submit your resume and complete our online application. Applications are reviewed on a rolling basis-apply today and discover what makes Saratoga Hospital