Patient Resource Specialist

CORE VALUES

The core values of Community Health Center of Southeast Kansas, Inc. (CHC/SEK) are dignity and stewardship. Each staff member is expected to perform their job duties in a way that preserves dignity for our patients and maintains good stewardship of CHC/SEK’s resources. 

GENERAL DESCRIPTION

The Patient Resource Specialist position collaborates with patients and the healthcare team to assist in eliminating barriers and addressing social determinants of health. This role focuses on supporting underserved and vulnerable populations who are at greater risk for health disparities. As an extension of the healthcare team, the Patient Resource Specialist works to improve each patient’s overall health by encouraging and connecting them with access to social, financial, and other necessary supportive services, such as benefits enrollments, and coordinating care with other professionals, as well as community, federal, and state resources. Through this integrated support, Patient Resource Specialist help enhance the patient’s healthcare experience and improve their overall health outcomes.

ESSENTIAL DUTIES

1. Assist patients and families in navigating the healthcare system, accessing interpretation services, insurance benefits, food, housing, other community resources, and facilitating transportation and medication delivery.
2. Conduct in-clinic assessments and screenings to identify socio-economic and social determinants of health impacting overall well-being.
3. Collaborate with the Patient Resource Center to manage calls and referrals, ensuring timely, coordinated, and effective support.
4. Actively participate and collaborate in community engagement events, including but not limited to local coalitions, outreach events such as health fairs, community events, other organizational meetings to engage partners and community members in addressing community needs and gaining support. 
5. Identify unmet health and social needs and provide clear guidance and follow-up to ensure individuals successfully access recommended resources.
6. Engage individuals and families in developing health and social goals, utilizing motivational interviewing and self-management coaching techniques.
7. Collaborates with patients, clinical teams, and other internal partners to improve patient outcomes and address complex needs. 
8. Support patients in understanding care plans, scheduling follow-up appointments, accessing prescriptions, coordinating care, and removing barriers to care.
9. Timely document all patient encounters in designated systems and utilize data to support program goals, quality improvement, and community health advancement.
10. Collaborates with the Patient Resource Educator to keep community resource guides updated as it relates to community strengths and opportunities. 

The essential functions listed are not an exhaustive list of every task that the employee is required to complete. Employees are expected to perform all other duties as assigned.

QUALIFICATIONS

1. Experience in a healthcare setting or case management, preferred.
2. Bilingual preferred (Spanish, Marshallese, ASL, etc.).
3. Must possess a valid driver’s license, as travel may be required. Must maintain driving standards- no more than 2 minor or 1 major driving violations within a 3-year lookback period.
4. Current Basic Life Support through American Heart Association or obtain within ninety (90) days of hire.
5. Community Health Worker education and certification may be required. 
6. Other required training must be completed within six (6) months from date of hire and on an annual basis. Training includes, but is not limited to CTAA Pass Basic, Defensive Driving and Wheelchair Securement.

KNOWLEDGE, SKILLS AND ABILITIES

1. Social and cultural sensitivity appropriate to ethnically and economically diverse patient-and employee-base.
2. Demonstrate knowledge of the rationale of appropriate patient care.
3. Must be organized and able to manage/prioritize tasks to meet deadlines, adapts to change in a positive manner, able to work as a part of a team.
4. Must be able to work independently with little to no direct oversight and flexible with last minute changes in schedule.
5. Promotes a positive experience that represents CHC/SEK in a manner that reflects the mission.
6. Communicates through appropriate channels. Use proper chain of command for patient complaints.
7. Ability to handle emergency situations calmly and effectively.
8. Must be computer literate, especially with Microsoft Office products and be proficient with the Electronic Health Record software.
9. Must be able to maintain good inter-personal relationship with co-workers and other members of the health care team and the organization.
10. Provide customer service in accordance to the organization’s mission.
11. Be courteous and respectful when interacting with patients and family members.
12. Maintain patient confidentiality in accordance to organization’s policy and procedure and HIPAA requirements.

WORKING CONDITIONS

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must regularly lift and /or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus. Travel is required throughout the service area. Visual acuity to read signs, watch traffic, estimate distances and color discrimination to distinguish traffic lights. Aural acuity to detect motor malfunctioning and hear traffic sounds. The employee may frequently be involved in or respond to high stress environments.