Clinical Support Specialist at Northern Virginia Ophthalmology Associates (NVOA) – Falls Church, Virginia
Northern Virginia Ophthalmology Associates (NVOA)
Falls Church, Virginia, 22042, United States
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Industries:Healthcare / Health ServicesJob Function:Medical
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About This Position
Clinical Support Specialist
Location: 6565 Arlington Boulevard, Suite 250, Falls Church, VA, 22042, United States
Employment Type: FT Non-Exempt
Required Degree: High school
Description
Location: 6565 Arlington Boulevard, Suite 250, Falls Church, VA, 22042, United States
Employment Type: FT Non-Exempt
Required Degree: High school
Description
Title: Clinical Support Specialist
Location: Falls Church
Report to: Lead Technician
Schedule: Monday-Friday, 8am - 4:30pm
FLSA Status: non-exempt/hourly
About the Role:
We are seeking a compassionate and detail-oriented Clinical Support Specialist to join our reputable ophthalmology practice. In this critical front-line position, you will serve as a central point of contact for patients requiring urgent assistance and medication refills within the ophthalmology practice. Your primary responsibility will be to assess the severity of patients’ symptoms over the phone, ensure they receive appropriate and timely care, and process medication refill requests to ensure they receive their prescriptions promptly.
We are seeking a compassionate and detail-oriented Clinical Support Specialist to join our reputable ophthalmology practice. In this critical front-line position, you will serve as a central point of contact for patients requiring urgent assistance and medication refills within the ophthalmology practice. Your primary responsibility will be to assess the severity of patients’ symptoms over the phone, ensure they receive appropriate and timely care, and process medication refill requests to ensure they receive their prescriptions promptly.
Key Responsibilities:
- ER Triage (65%)
- Answer incoming calls to the ER triage line efficiently and professionally
- Gather detailed information about patients’ symptoms, medical history, and the urgency of the situation
- Use standardized triage protocols to assess the urgency of each call
- Provide immediate guidance to patients, including first aid instructions when appropriate
- Schedule urgent appointments or escalate critical cases to on-call ophthalmologists
- Accurately document patient interactions and triage decisions
- Maintain confidentiality and comply with HIPAA regulations
- Medication Refill (20%)
- Receive and review electronic refill requests through the practice’s EHR and pharmacy portals.
- Verify prescription details, patient information, and refill eligibility in accordance with provider instructions and regulatory guidelines.
- Communicate with the Technician Managers to clarify orders and obtain necessary approvals.
- Contact patients regarding refill requests, prior authorizations, or additional information as needed.
- Coordinate with pharmacies to resolve issues related to medication availability, insurance coverage, or prescription errors.
- Document all refill activities, communications, and provider responses in the patient’s medical record.
- Maintain up-to-date knowledge of ophthalmic medications, prescription guidelines, and HIPAA compliance.
- Assist with medication prior authorizations and insurance verification as needed.
- Monitor and report refill-processing metrics, and recommend improvements to optimize the workflow.
- Other responsibilities and projects as assigned (15%)
Qualifications:
- High school diploma or equivalent required; medical assistant or nursing background preferred
- Prior experience in medical triage, call center, or ophthalmology setting strongly desired
- Exceptional verbal communication and active listening skills
- Ability to remain calm and make quick, sound judgments under pressure
- Strong organizational and documentation abilities
- Proficiency with electronic medical records (EMR) systems is a plus
Benefits:
- Competitive compensation
- Health, dental, life, and disability insurance
- Paid time off and holidays
- 401(k) retirement plan
- Opportunities for professional development
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Job Location
Falls Church, Virginia, 22042, United States
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