Client Services Technician - General Surgery SOUP

In accordance with Navajo Nation and federal law, TCRHCC has implemented an Affirmative Action Plan pursuant to the Navajo Preference in Employment Act. Preference is given to applicants who are enrolled members of the Navajo Nation, Hopi Tribe, or San Juan Southern Paiute Tribe; legally married to enrolled members of these tribes and meet residency requirements; or enrolled members of other federally-recognized American Indian Tribes.

About the role

The Client Services Technician is part of a highly functioning care team who helps connect patients to resources and team members to promote continuity of care and enhanced care coordination. This role supports practice transformation to uphold the patient-centered care model. Responsibilities include educating patients about the care team, confirming and reminding patients of appointments, answering patient questions, and performing clinical support duties. The position requires tact, respect, and the ability to work under frequent interruptions with a flexible schedule.

Responsibilities

• Participates in daily huddles to identify incoming patients and address gaps in care, such as follow-ups on referrals, test results, and external healthcare visits.
• Serves as the clinic’s electronic health record (EHR) super user, managing software systems for clinical, medical, dental, laboratory, pharmacy, and other healthcare office systems, and provides training for new team members.
• Coordinates scheduling, referral management, health records maintenance, and retrieval of patient data from automated systems and the EHR.
• Assists in the empanelment process by assigning patients to a primary care provider (PCP) and ensuring appointments are scheduled with the assigned PCP.
• Oversees provider capabilities documentation, tracks patient panels, and manages clinic access to the Health Information Exchange (HIE) to retrieve pertinent healthcare information for providers.
• Stays informed about clinical and hospital services to avoid delays and confusion for patients.
• Completes special projects independently, including troubleshooting and resolving issues.
• Manages internal and external referrals using information technology, ensuring no duplicates, timely completion, and support for performance improvement activities.
• Manages clinic scheduling guidelines, provider schedules in the EHR, and the appointment wait list.
• Assists with programs such as the Meds in Hand Program, pharmacy pick-up lists, and schedules conference/video calls as requested.
• Completes requisitions and ordering to ensure the clinic is stocked with necessary forms and supplies.
• Ensures proper use of PPE, including masks, gloves, gowns, and respirators, and follows CDC guidelines for donning, doffing, and disposal.
• Performs routine cleaning and decontamination of surfaces contaminated by communicable diseases.
• Completes accurate and real-time patient care documentation in the EHR.
• Participates in departmental workflow and testing teams related to the EHR or other initiatives.
• Performs other duties as assigned.

Requirements

• High school diploma or GED.
• Six (6) months of experience in a fast-paced office environment with demonstrated ability to manage multiple tasks and meet deadlines.
• Proficiency in typing with accurate spelling and grammar.
• Basic Life Support (BLS) certification from the American Heart Association (AHA), to be obtained within ninety (90) days of hire.

Skills and Abilities

• Excellent customer service and telephone communication skills.
• Proficient knowledge and ability to use computer software.
• Positive communication and working relationships with others.
• High ethical standards with no history of complaints.
• Reliable and dependable with consistent attendance.
• Ability to handle sensitive and confidential information.
• Ability to work independently with minimal supervision.
• Satisfactory performance in all prior and current employment, as evidenced by positive references.
• Successful completion of background checks, fingerprint clearance, physical examinations, and other screenings.
• Submission of complete and accurate employment-related documents.

Mental and Physical Effort

The physical and mental demands described are representative of those required to perform the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities.

• Physical:
  • Ability to maintain balance and sit for prolonged periods while interviewing patients and preparing paperwork.
  • Frequent bending, climbing, reaching, occasional standing, walking, kneeling, and twisting.
  • Occasional lifting, pushing, and pulling up to 10 lbs.
  • Prolonged near vision, color vision, depth perception, and ability to see fine details.
  • Frequent far vision, hearing normal speech, overhead pages, and telephone use.
  • Prolonged use of both hands for simple grasping, firm grasping, fine manipulation, and keyboard use.
• Mental:
  • Ability to effectively communicate with patients to obtain accurate information.
  • Prolonged ability to cope with high stress, make decisions under pressure, and manage altercations calmly.
  • Ability to concentrate, handle flexibility, manage multiple priorities in stressful situations, and demonstrate patience.
  • Occasional ability to work alone and adapt to shift work or flexible schedules.
• Environmental:
  • Prolonged exposure to infectious diseases, dust, fumes, and gases.
  • Occasional exposure to chemical agents and loud noises.