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.
- 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
- Performs other duties as assigned.
The incumbent is essential to primary care and must help the clinic proactively care for a population of empaneled patients as opposed to reactive care. They must be able to decipher quality data to confirm accurate information is entered into the patient record and understand the ramifications and importance of entering and providing correct information to the patient and provider; thus ensuring there are no problems or issues in the event of an emergency.
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.
Work is mostly sedentary, with some walking, standing and bending while interviewing patients and preparing the appropriate paperwork for treatment of a patient and may require lifting boxes containing files or patient education material weighing up to 15 lbs.
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.
The position impacts access to care and offers support to ensure that the primary care medical home delivers accessible services with shorter waiting times for urgent needs and enhanced in-person hours with access to the care team. Providing services such as the processing of authorized documents, courteous patient contact, and good public relations affect the ability of TCRHCC to provide quality patient care.
TCRHCC is located within the Navajo Nation and, in accordance with Navajo Nation law, has implemented a Navajo/Indian Preference in Employment Policy. Pursuant to this Policy, applicants who are enrolled members of the Navajo Nation and who meet the necessary qualifications for this position will be given preference in hiring and employment for this position and applicants who are enrolled members of any other tribe who meet the necessary qualifications will be given secondary preference.
In performance of their respective tasks and duties, all employees at TCRHCC are expected to conform to the following:
- Adhere to all professional and ethical behavior standards of the healthcare industry.
- Interact in an honest, trustworthy and dependable manner with patients, employees and vendors.
- Possess cultural awareness and sensitivity.
All employees must uphold all principles of confidentiality and patient care to the fullest extent. This position has access to sensitive information and a breach of these principles may be grounds for immediate termination.
I have read the qualifications and requirements for the position of Client Services Technician. To the best of my knowledge, I believe I can perform these duties.
Must have a high school diploma or GED equivalent
Six-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
Basic Life Support (BLS) from the American Heart Association, required within in 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
Associates Degree in healthcare or related field
Two (2) years working in a tribal healthcare setting and knowledge of medical terminology preferred
Certified Medical Assistant certification from the American Association of Medical Assistants (AAMA), American Medical Technologists (AMT), National Center for Competency Testing (NCCT), or National Health Career Association (NHA)
Other Preferred Skills and Abilities:
Ability to speak Navajo