Client Services Technician - Sacred Peaks Health Center

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

The Client Services Technician is part of a highly functioning care team who helps connect patients to resources and team members to promote the continuity of care and enhanced care coordination. All efforts are focused on practice transformation to support the patient-centered care model. While following established clinic protocols, responsibilities include; educating patients of the care team and how they can improve their access to care; confirmation of appointments and providing upcoming patient appointment reminders; answering patient questions to connect them to those who can help; identifying and carrying out clinical support duties associated with patient care services and administrative provider support. Uses tact and respect to communicate with patients and families during times of emotional and physical stress and collaborates with various departments to expedite patient services and improve patient satisfaction. This position requires the ability to work under conditions of frequent interruptions and willingness to work a flexible schedule.

Qualifications

NECESSARY QUALIFICATIONS

Education:

Must have a high school diploma or GED

Experience:

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

Certification:

Basic Life Support (BLS) from the American Heart Association (AHA), must obtain within ninety (90) days of hire

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 achievement in each one of the following areas:

• Must have excellent customer service and telephone communication skills
• Proficient knowledge and ability to use computer software
• Positive communication and working relationships with others
• Possession of high ethical standards and no history of complaints
• Reliable and dependable; reports to work as scheduled without excessive absences
• Ability to handle sensitive and confidential information
• Ability to work independently with minimal to no supervision
• Completion of and above-satisfactory scores on all job interviews, demonstrating to the satisfaction of the interviewees and TCRHCC that the applicant can perform the essential functions of the job
• 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 individuals with disabilities to perform the essential functions.

Physical:

Incumbent must be able to maintain balance and sit for prolonged period of time while interviewing patients and preparing the appropriate paperwork for treatment of a patient. Must be able to frequently bend, climb, and reach. Must occasionally stand, walk, kneel and twist. Incumbent must have the ability to occasionally lift, push, and pull up to 10lbs.Sensory requirements for position include prolonged ability for near vison, color vision, depth perception, seeing fine details, hearing normal speech, hearing overhead pages, and telephone use. Must also have ability for frequent far vision. Incumbent must have ability of both hand manipulation in prolonged simple grasping, firm grasping, fine manipulation, and use of keyboards.

Mental:

Must be able to effectively communicate to the patient what specific information is needed, the reason for requesting such information, and able to ascertain that it is accurate as possible. Consequences of obtaining inaccurate information may delay necessary medical treatment, delay the billing process, and cause unnecessary frustration and problems. Incumbent must have prolonged ability to cope with high level of stress, make decisions under high pressure, cope with anger/fear/hostility of others in a calm way, manage altercations, concentrate, handle a high degree of flexibility, handle multiple priorities in stressful situation, demonstrate high degree of patience, and work in areas that are close and crowded. Must have ability to occasionally work alone and adapt to shift work. Must occasionally accept a flexible schedule to meet unit needs.

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:

• Participates in daily huddles to determine which patients are coming into the clinic and identifies any gaps in care that need to be addressed during their visit, such as follow-up on open care referrals, test results, and recent visits to health care facilities outside of TCRHCC.
• Serves as the clinic's electronic health record (EHR) super user and works with software systems for clinical, medical, dental, laboratory, pharmacy and other healthcare office systems and provides training and orientation for new team members.
• Coordinates scheduling and referral management, health records maintenance, and retrieving patient data from automated systems and the EHR.
• In partnership with other healthcare team members assists in the empanelment process by assigning patients to a primary care provider (PCP) and ensures appointments are scheduled with the patient's assigned PCP prior to other care team providers.
• Oversees the coordination of documents outlining capabilities of the providers at the practice site, including procedures each provider performs, and tracks patient panels that clearly identified which providers have the capability of taking new patients.
• Oversees clinic access to the Health Information Exchange (HIE) and retrieves pertinent health care information and results for providers prior to the patient's appointment.
• Stays informed of various clinical and hospital services, including appointment and referral systems and points of contact, to avoid unnecessary delay and confusion for patients.
• Completes assigned special projects independently by analyzing, researching, troubleshooting, and resolving issues as they arise.
• Uses information technology to manage internal and external referrals ensuring there are no duplicates, releases holds, schedules appointments, completes referrals timely, and supports performance improvement activities and patient preferences regarding access to care.
• Manages specific clinic scheduling guidelines, creates and maintains provider clinic schedules in the EHR, and maintains the appointment wait list.
• Assist with other programs such as the Meds in Hand Program, pharmacy pick-up list, and applicable work lists; and schedules and arranges conference and video calls as requested.
• Completes requisitions and ordering to ensure the clinic is stocked with appropriate forms and supplies.
• Ensure proper PPE is worn at all times while on duty including but not limited to, face mask, gloves, gown, isolation gown, NIOSH-approved N95 filtering facepiece 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.
• Completes all patient care documentation in the electronic health record entries accurately and in real-time.
• Participates in departmental workflow and or testing teams as related to electronic health record or other project initiatives
• Ensure proper PPE is worn at all times while on duty including but not limited to, face mask, gloves, gown, isolation gown, NIOSH-approved N95 filtering facepiece 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.