Client Services Technician - Purchased/Referred Care

Navajo Preference Employment Act

In accordance with Navajo Nation and federal law, TCRHCC has implemented an Affirmative Action Plan pursuant to the Navajo Preference in Employment Act. Pursuant to this Plan and corresponding TCRHCC Policy, applicants who meet the necessary qualifications for this position and (1) are enrolled members of the Navajo Nation, Hopi Tribe, or San Juan Southern Paiute Tribe will be given preference in hiring and employment for this position, (2) are legally married to enrolled members of the Navajo Nation, Hopi Tribe, or San Juan Southern Paiute Tribe and meet residency requirements will be given secondary preference, and (3) are enrolled members of other federally-recognized American Indian Tribes will be given tertiary preference.

Overview

POSITION SUMMARY

A Client Service Technician (CST) will work alongside the Patient Referred Care (PRC) Manager as well as others in the field. Client Service Technician will have varying responsibilities at TCRHCC.

Incumbent serves as a client service technician for PRC Department. The client service technician will receive and work perform intake process by obtaining information from patients, family members, provider staff within TCRHCC service area, Professional and non-professional staff from outside private providers. The CST is responsible for updating and maintaining the patient registration database such as income information, third party payer information and any other information required to have patient meet the five eligibility factors of the PRC program. Incumbent also works with a multidisciplinary team within the healthcare quality service delivery setting and is responsible for delivery polite, courteous and empathetic customer service for patients.

Qualifications

NECESSARY QUALIFICATIONS

Education:

High school diploma or GED

Certifications:

Must maintain a current valid certification of the following throughout employment:

• Basic Life Support (BLS) from the American Heart Association, must obtain within 3 months from hire date

Experience:

Six (6) months working in a fast-paced office environment with demonstrated ability to manage, prioritize multiple tasks, demands to meet deadlines and proficiency in typing with accurate spelling and grammar

Other Skills and Abilities:

A record of satisfactory performance in all prior and current employment as evidenced by positive employment references from previous and current employers. All employment references must address and indicate success in each one of the following areas:

• Positive working relationships with others
• Must have excellent customer service skills, personal and telephone communication skills
• Possession of high ethical standards and no history of complaints
• Reliable and dependable; reports to work as scheduled without excessive absences
• Effective verbal & written communication skills
• Team management focuses on promoting a positive and proactive approach to problem resolution
• Perform in a wide degree of creativity and latitude and work independently; provide detailed reports and instruction to supervisor/manager
• Successful completion of and positive results from all background and reference checks, including positive employment references from authorized representatives of past and current employers demonstrating to the satisfaction of TCRHCC a record of satisfactory performance and that the applicant can perform the essential functions of the job
• Successful completion of fingerprint clearance requirements, physical examinations, and other screenings indicating that the applicant is qualified to be employed by TCRHCC and demonstrating to the satisfaction of TCRHCC that the applicant can perform the essential functions of the job
• Submission of all required employment-related documents, applications, resumes, references, and other required information free of false, misleading or incomplete information, as determined by TCRHCC.

MENTAL AND PHYSICAL EFFORT

The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Physical:

Work requires walking, periods of standing, and sitting. Work also requires extensive periods of time working at a personal computer. Must be able to lift up to 25 lbs (i.e. supplies); must be able to distinguish numbers, letters, and colors.

Mental:

Contacts often require tact and sensitivity as those related to stressful situations such as death, dying and catastrophic illnesses. Must be able to prioritize, use good judgment, and coordinate a variety of issues while being frequently interrupted. The incumbent performs difficult and complex assignments that are Service Unit wide in scope and encompass a variety of compliance activities and requirements. The work requires the ability to deal relatively independently with the interrelated elements that affect patient services and assessed needs in order to resolve or prevent any delays in service and any other controversial matters that may arise. The work requires diversity in professional nursing/ social work and compliance knowledge and experience.

Environmental:

Incumbent may be exposed to infectious diseases, dust, fumes, and gases for a prolonged period of time. May occasionally be exposed to chemical agents and loud noises.

Responsibilities

ESSENTIAL FUNCTIONS

• Greets and welcomes patients, visitors, and callers in a courteous and professional manner. Responds to inquiries or directs them to the appropriate personnel, documents calls and visits, and accurately records and relays messages. Demonstrates compassion, professionalism, and respect when communicating with patients and families experiencing emotional, mental, or physical stress.
• Receives and date-stamps daily patient referrals and notifications from patients, TCRHCC providers, and external healthcare facilities. Reviews and uploads referral documentation into the TCRHCC electronic medical record (EMR) system.
• Reviews referral notifications and attaches the appropriate cover sheet and supporting documentation, including patient face sheets, Arizona Health Care Cost Containment System (AHCCCS) verification forms, alternate resource information, claims, medical records, and other required documentation. Compiles and enters pertinent information into the system to establish and maintain accurate records.
• Performs daily data entry of referrals and notifications into the PRC management software, ensuring accuracy, completeness, and timely processing.
• Educates patients and clients on the PRC scheduling process and obtains all required documentation, including Primary Care Provider (PCP) visit notes, laboratory reports, radiology reports, and other relevant medical records.
• Maintains adequate inventory levels of departmental office and operational supplies by monitoring stock, identifying needs, and preparing supply requests in a timely manner. Coordinates with the Executive Assistant and Procurement Department to facilitate the purchase of supplies, equipment, and other program-related items, ensuring compliance with organizational purchasing procedures and timely delivery of requested items.
• Maintains professional knowledge and competencies by attending in-service trainings, workshops, and continuing education opportunities, while actively participating in organizational and departmental development initiatives.
• Assist with special projects or reports as assigned.
• Works with DME/Transportation department if needed to assist with DME/Transportation.
• Ensure proper PPE is always worn while on duty including but not limited to, face mask, gloves, gown, isolation gown, NIOSH-approved N95 filtering face piece respirator or higher, if available), and eye or face shield.
• Complete all donning and doffing tasks in a safe acceptable method and discard of used PPE accordingly. (see CDC website for most current updates)
• Complete task training for all routine cleaning and decontamination processes for all surfaces contaminated by a communicable disease to ensure a high level of patient, visitor, employee, and external customer satisfaction
• Performs other duties as assigned.