Medical Support Specialist

General Summary: The Medical Support Specialist supports both primary care and behavioral health providers in delivering coordinated, whole-person care in accordance with State & Federal regulations and requirements. This role functions similarly to a Medical Assistant, with the exception that the Medical Support Specialist does not perform blood draws or administer injections. The Medical Support Specialist ensures member readiness for appointments, supports full and efficient provider schedules, completes key clinical administrative tasks (referrals, prior authorizations, medication refill requests), and helps maintain office compliance with applicable licensing and regulatory requirements.
The Medical Support Specialist plays a critical role in supporting integrated care delivery, identifying care gaps, assisting with quality measures, and ensuring compliance with scope of practice requirements and organizational standards.

Overview of Primary Responsibilities:
Member support and rooming
Greets members and prepares them for appointments in a timely, professional manner
Obtains and documents vitals prior to each appointment, including blood pressure, pulse, temperature, height, weight, BMI, oxygen saturation, and other measures as applicable
Updates and verifies demographic information, preferred pharmacy, and other key member details as needed
Assists with member flow to reduce wait times and support on time provider schedules

Scheduling and access management
Completes appointment reminder calls, texts, and outreach according to clinic standards
Works outreach lists to reduce no shows and close gaps in the provider schedule
Supports schedule optimization to keep provider calendars full and balanced, including same day fill opportunities when available
Coordinates re-schedules and follow-up appointments as directed by providers and clinic leadership
Identifies urgent concerns and immediately escalates to the provider or clinical lead per protocol

Medication and prior authorization coordination
Receives, tracks, and submits medication refill requests to RN or licensed provider per clinic workflow
Collects required information for prior authorization requests and submits requests within required timeframes
Communicates prior authorization status to members, pharmacies, and providers as appropriate
Maintains accurate tracking logs to ensure timely completion and follow up

Referrals, lab coordination, and care coordination tasks
Sends and tracks referrals for labs, imaging, and specialty providers per provider orders
Coordinates lab orders and results routing per established process, including ensuring results are received and appropriately forwarded to the provider for review
Communicates scheduling instructions and next steps to members, including preparation instructions when provided by the lab or specialist
Supports continuity of care by coordinating information exchange with external providers as required

Documentation and administrative support
Enters and updates information in the EHR accurately and promptly, following documentation standards
Maintains organized records, authorizations, referral documentation, and correspondence per policy
Supports supply checks and basic clinic readiness tasks to ensure exam rooms and work areas are stocked and functional
Participates in team huddles and communicates barriers, trends, and operational needs to leadership

Compliance and quality
Supports office compliance with licensing regulations, clinic policies, and safety standards
Maintains confidentiality and complies with HIPAA and organizational privacy standards
Follows infection control and environmental safety practices, including cleaning and room turnover processes as assigned
Reports incidents, safety concerns, and compliance risks to the supervisor promptly

Scope and Limitations
This position does not perform blood draws, EKGs, or administer injections.
This position works under the direction of licensed clinical staff and within organizational policies and applicable regulations.

QUALIFICATIONS:
Minimum Education Required: High School Diploma or Equivalent Minimum Experience Required: 2 years in a healthcare setting.
Certification Requirement:
BH Level: BHPP
Preferred Education:
Preferred Certification: CCMA and Phlebotomy Certification
Regulatory-
Minimum 18 years of age.
Valid AZ DPS Level I fingerprint clearance card (must maintain valid card throughout employment)
CPR, First Aid, AED certification, if required (must maintain throughout employment).
Initial current negative TB test result, if required (Employer provides).
Must pass a pre-employment drug screen and may be subject to random, post-injury, reasonable suspicion and/or annual drug screens as requested by leadership or required by program regulations.

Questions about this position? Contact us at HR@ichd.net.