ABOUT THIS OPPORTUNITY
** Sign On Bonus $1,000 (1 year service commitment)
* Starting Hourly rate $15 to $23
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.
- Performs other duties as assigned.
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.