Patient Care Specialist (FT)

About the role

Planned Parenthood of Central and Western New York (PPCWNY) protects and provides health care and education that empowers individuals and families. With respect. Without judgment. No matter what. The Patient Care Specialist takes a lead role in working with the health center staff to provide education and counseling for patients and supports the services of all health center functions to ensure patients receive professional services in a prompt, courteous, confidential, and caring manner.

Responsibilities

Patient Care

• Independently handle the intake process in accordance with PPCWNY’s policies: greeting patients, determining the reason for visit, verifying patient demographic information, checking patients in/out of EHR, verifying insurance, and screening applicants for presumptive eligibility, Medicaid for Pregnant Women, and the Family Planning Benefit Program. Assist patients with the completion of forms and releases.
• Verify insurance eligibility and coverage prior to services being rendered.
• Clearly and accurately record data in the Electronic Health Record including vital signs and medical/family/social history.
• Perform routine tests, including but not limited to: urine pregnancy tests, HIV tests, blood draws, urine specimen collection, and urine dips, as ordered by the provider.
• Assist the Clinician in the exam room by providing patient support, comfort measures, counseling, basic education, and information including but not limited to reproductive health care/issues, birth control, and STI information.
• Responsible for opening, preparing, setting up, closing, breaking down, cleaning, and storing all patient service rooms, supplies, equipment, and documentation on a daily basis.
• Serve as a key resource for handling the annual update of all reference materials used in the health center to ensure accuracy and consistency in accordance with PPFA Medical Standards and Guidelines.
• Prepare specimens for lab pick-up.
• Assist in surgical abortion service areas including but not limited to products of conception, recovery room, and procedure room support.
• Assist with patient referrals, phone calls, reports, and follow-up appointment scheduling as directed within the protocol guidelines of PPCWNY.
• Perform POC duties per policy and procedure.

Patient Services

• Operate telephones efficiently by promptly answering, screening, and referring calls appropriately, and recording and delivering telephone messages as necessary.
• Maintain a clean and organized work area, ensuring patient confidentiality according to HIPAA compliance regulations.
• Schedule, confirm, and reschedule patient appointments as needed in a timely, efficient manner.
• Interface with EMR to check in and register patients.
• Assess patients for their placement on a Discount Fee Schedule.
• Request income information from patients by completing the appropriate documentation.
• Assess eligibility and screen patients for grants and other payment sources such as Medicaid Presumptive Eligibility for Pregnant Women and the Family Planning Benefit Program.
• Assist patients with completion of insurance forms as necessary; assist in obtaining necessary program eligibility documentation.
• Collect payment and inform clients of any outstanding financial responsibility.
• Verify checks, credit cards, and debit cards as outlined in procedures; provide patient with a receipt.
• Provide emergency contraceptives and birth control to patients/people who walk in for supply sales in accordance with company policy and procedure.
• Review charges for completeness and accuracy; enter client visit record (CVR) data into EPM.
• Follow appropriate Cash Handling procedures.

Other Accountability Activities

• Provide excellent customer service to all patients and visitors with the intent of exceeding expectations.
• Perform clerical duties including but not limited to copying, locating charts, faxing/scanning charts and paperwork, mailing, and completing appropriate forms.
• Conduct monthly inventory and ordering of supplies as required.
• Travel to other sites to fill in as directed by Health Center Leadership.
• Participate in and adhere to the agency’s compliance, Quality and Risk Management program.
• Participate in affiliate initiatives.
• Responsible individually and jointly for achieving productivity, customer service, and capacity goals as set by PPCWNY.
• Assist with training of new Patient Services Specialists and Patient Care Assistants to ensure cross-training occurs leading to support of all health center programs/services.
• Work on other projects as assigned by the Health Center Manager, Nurse, or Director of Health Center Operations.
• Show respect to all internal and external customers for differences in backgrounds, lifestyles, viewpoints, and needs.

Requirements

• High School Diploma or GED preferred.
• Medical Assistant certification desired.
• 2-4 years of experience in a clinical role.

Skills

• Ability to handle client information discreetly.
• Organized, able to prioritize tasks, and handle multiple projects.
• Excellent customer service and communication skills (verbal and written).
• Comfortable with multi-tasking and working in a fast-paced environment.
• Ability to work effectively and cooperatively with staff.
• Basic computer skills including Microsoft Office, email, and use of Electronic Health Records strongly preferred.
• Experience in customer service desirable.
• Ability to work a flexible schedule and travel to multiple sites as needed.
• Experience delivering care and services to diverse service populations.
• Proficiency in two or more languages preferred.
• Commitment to PPCWNY’s mission, vision, and values, along with a commitment to providing services to a wide range of clients and to the goals of PPCWNY.

Working Conditions

• Standard health center environment.
• Well-lit and ventilated.

Physical Requirements

• Ability to lift 25 pounds with or without an accommodation.
• Possess sufficient mobility to perform the Essential Functions listed in this Job Description with or without an accommodation.
• May experience visual fatigue working at a computer with potential extended periods of sitting.
• Ability to travel to all agency locations as assigned.

Schedule

This is a full-time (40 hours per week) position. The regular schedule will be Monday – Friday with occasional evenings and weekends.

Pay

The pay for this position ranges from $20.71 to $24.05/hour. Actual compensation will be determined by experience and other factors permitted by law.

Benefits

• Extensive benefits package with generous Paid Time Off.
• 10 paid holidays.
• Affordable medical, dental, and vision options.
• Health Savings Account or Flexible Spending Account.
• 401(k) with match.
• And much more!