Patient Care Specialist (FT)

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.

In support of PPCWNY’s mission, 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.

Patient Care

• Independently responsible for handling 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 and assisting the patient with the completion of forms and releases; verify insurance eligibility and coverage prior to services being rendered
• Clearly and accurately records data in the Electronic Health Record including vital signs and medical/family/social history
• Performs 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
• Assists 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, STI’s information
• Responsible for opening exam rooms; preparation and set-up and closing of exam rooms; breakdown, cleaning and storage of all patient service rooms, supplies, equipment, and documentation on a daily basis
• 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
• Prepares specimens for lab pick-up
• Assists 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
• Performs POC duties per policy and procedure

Patient Services

• Operate telephones efficiently by promptly answering the telephone, screening telephone calls and referring 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 Phreesia 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 but not limited to: 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, if necessary
• Collect payment and inform client 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 to 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
• Clerical duties including but not limited to; Copying, locating charts, fax/scan charts and paperwork, mailing, and completing appropriate forms
• Conduct monthly inventory and ordering of supplies as required
• Expected to travel to other sites to fill in as directed by Health Center Leadership
• Participates in and adhere to 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
• Assists with training of new Patient Services Specialist and Patient Care Assistants to ensure that cross training occurs leading to support of all health center programs/services
• Works on other projects as assigned by the Health Center Manager, Nurse, or Director of Health Center Operations
• Shows respect to all internal and external customers for differences in backgrounds, lifestyles, viewpoints, and needs

Applicants must possess the following qualifications (or equivalent combination of education and experience):

Education

• High School Diploma or GED preferred

Certificates, Licenses, Registrations

• Medical Assistant certification desired

Experience—

• 2 - 4 years of experience in a clinical role

Knowledge, Skills, & Abilities:

• Must be able to handle client information discreetly
• Must be organized, able to prioritize tasks and handle multiple projects
• Must have excellent customer service and communication skills (verbal and written) and be comfortable with multi-tasking
• Ability to work effectively and cooperatively with staff; ability to work in a fast-paced environment; able to juggle multiple priorities a must
• Computer skills basic Microsoft office, email and use of Electronic Health Records strongly preferred
• Experience in customer service desirable
• Must be able to work a flexible schedule, and travel to multiple sites, as needed
• Planned Parenthood seeks candidates who have experience delivering care and services to diverse service populations
• Planned Parenthood seeks candidates who have proficiency in two or more languages
• A commitment to PPCWNY’s mission, vision, & values, along with a commitment to providing services to a wide range of clients and to the goals of PPCWNY is essential

Working Conditions

• Standard health center environment
• Well-lit/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 computer with potential extended periods of sitting
• Ability to travel to all agency locations as assigned

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

At PPCWNY, we are committed to equitable compensation practices and transparency. In alignment with these efforts, 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.

In addition to competitive compensation, PPCWNY offers an 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!