CLINICAL PHONE SPECIALIST

Job Type: Full-time / Non-Exempt
(Mon-Friday: 4 days from 7:30 a.m.- 5 p.m. One early day scheduled off at 2 pm.)
Job Location: Muskegon, MI
Hackley Community Care is committed to delivering high-quality, patient-centered care to our community. We take a team-based approach to healthcare, with a strong focus on quality improvement, risk management, and organizational excellence.

POSITION SUMMARY:

We are currently seeking a Clinical Phone Specialist who will serve as the first point of contact for patients calling with medical concerns or questions. Under the direct supervision of the Site Manager, this role is critical to ensuring timely, accurate, and compassionate communication between patients and the medical staff. As a Clinical Phone Specialist, you will help support the overall goals of the organization including the Strategic Plan, QA/PI Plan, Patient Centered Medical Home initiatives, HEDIS metrics, risk management, and ongoing accreditation efforts.

QUALIFICATIONS:

• High school diploma or equivalent
• Graduate of an accredited Medical Assistant or Nursing program
• Current Medical Assistant Certification or LPN Licensure in the State of Michigan
• Strong knowledge of nursing principles and clinical protocols
• Basic computer and documentation skills

SPECIAL SKILLS AND ABILITIES:

• Excellent oral and written communication
• Ability to assess patient needs during phone consultations
• Strong teamwork and independent work capabilities
• Knowledge of age-specific care criteria
• Professional demeanor and a patient-first mindset

• Serve as the first point of contact for patients with medical questions or concerns via phone
• Accurately assess and document patient needs during limited phone conversations
• Apply nursing and clinical principles to triage and support patient care
• Collaborate with the Integrated Care Team to ensure seamless communication and coordination
• Support organizational quality initiatives and performance improvement goals
• Uphold patient confidentiality and follow established protocols and procedures