The Health Center Assistant (HCA) is an essential part of our healthcare team providing comprehensive health education and direct patient care, demonstrating a positive, cooperative manner, and a willingness to assist team members when needed. Understands and complies with organization and health center protocols, policies and procedures. In addition, follows organization risk management and safety procedures. Ensures delivery of high-quality reproductive healthcare and family planning services for women and men. Ensures productivity expectations, customer service and compliance standards are maintained. Views services through the client’s eyes and serve clients promptly, completely and in a friendly manner. Abides by the organization’s mission in performing job duties. Demonstrates an understanding of and commitment to quality healthcare and excellent customer service.
Areas of Responsibility:
- Performs a variety of responsibilities in direct patient care including but not limited to: greeting clients promptly and in a welcoming manner, providing high quality care, interviews clients and obtain medical history information, provides education to clients regarding the purpose of their visit, performs client check-in and check-out, pulls and files client charts or electronic records, accurately updates client charts and records, confirms that all medication, equipment and supplies are stocked in health center including sterile instruments, assists with client discharge instructions, etc.
- Adheres to the medical standards and guidelines as applicable to the HCA role in the health center.
- Practices a customer-oriented approach to healthcare delivery as demonstrated by interactions showing respect, knowledge, responsibility, compassion and access to care.
- Provides information about medical services and referrals, answers questions about birth control, health and pregnancy in a non-biased, non-judgmental and non-directive manner
- Provides comprehensive education, options counseling and support in a caring, non-judgmental, factual manner, allowing client to make informed decisions regarding birth control, health and pregnancy; provides accurate information regarding methods of contraception, sexually transmitted infections, urinary tract infections, breast lumps, methods of birth control, teen sexuality and general healthcare.
- Ensures that a client having a pregnancy test is aware of all alternatives and receives accurate information and referrals; Provides pregnancy-options counseling in a comprehensive, non-directive and non-coercive manner.
- Utilizes medical manuals to research and obtain necessary information and/or protocols.
- Provides and explains appropriate forms to clients to ensure accurate completion and understanding of all forms, ensuring that clients with limited English proficiency receive information in the language which they best understand.
- Participates in clinic’s productivity and revenue goals, as demonstrated by actions taken to ensure that walk-ins are seen and that clients requesting additional services are scheduled to have their needs met during their current visit whenever possible; efficiently stocks exam and education rooms, prepares clients by asking them reason for their visit and performs preliminary functions to facilitate clients’ visit, and provides appropriate education.
- Maintains patient confidentiality at all times, using appropriate guidelines on release of information.
- Completes daily health center closing procedures such as preparing deposits and balances cash drawer. Strictly adheres to money handling policies.
- Charges clients appropriately for services and/or pharmaceuticals received. Assists with funding options as appropriate.
- Understands and complies with regulations from all governing entities and health center protocols including but not limited to Patient Rights, Child Abuse identification and reporting, infection control, laboratory protocols, emergency evacuation, risk management, and OSHA safety standards.
- Efficiently and professionally performs front desk duties.
- Demonstrates a capacity to implement an assigned role in emergency evacuation procedures.
- Actively participates in organization and health center training.
- Recognize and reports bottlenecks in patient flow to management.
- Reports customer feedback (positive and negative comments) to management to continuously improve the customer experience.
- Ensures accurate documentation of daily controls and/or chart audits.
- Functions as patient advocate by providing assistance to patients in order to ensure patient satisfaction.
- Accepts individual and joint responsibility for, and participate in health center efforts to achieve health center goals.
- Exemplifies customer services standards.
- Completes employee training for handling of situations involving conduct that endangers the welfare of minors, including mandatory reporting requirements.
- If position supports a health center providing abortion services, will perform the following additional duties:
- Provides factual, non-biased information to patients seeking abortion.
- Provides client accurate information and answer questions regarding the abortion procedure, possible complications, follow-up exams, and birth control options.
- Provides patients seeking information about abortion with information about abortion providers; describes the difference between medication and surgical abortion.
- Reviews consent form with patient and obtains informed consent for procedure.
- Notifies physician of any medical problem or other special concerns of client, which may relate to the abortion or choice of birth control method.
- Ensures that any client who requests an abortion is aware that she may change her decision at any time and will be provided with alternatives and will receive accurate information and referral.
- Assists the physician and/or the client during the abortion procedure, including monitoring vital signs and in the recovery room as needed.
- Performs exams of tissue post-surgery/accounts for products of conception.
- Complies with state laws governing abortion services.
- Audits charts.
- May perform the following additional duties:
- Supports the front-office, or check in/out areas.
- Answers phones in a professional and courteous manner; provides directions to health center, hours of operation, types of services offered, takes messages, and makes appointments as appropriate.
- Places reminder phone calls for scheduled appointments.
- Visually inspects visitors/clients and packages entering and leaving the health center.
- Controls any of the following access to building: front door, reception, back entrances, delivery doors, etc.
- Observes security cameras and grounds, secures building at end of shift.
- Screens patients for appointments and conducts initial check-in.
- Assembles client charts with appropriate forms.
- Maintains appropriate documentation in laboratory and examination areas including maintain specimen collection log and lab request sheets accompany specimens.
- Handles lab specimens per organization protocols and performs laboratory testing as required by CLIA when ordered by the clinician.
- Interviews patients according to health center protocols including:
- Reviews and updates demographic information.
- Reviews and updates medical history.
- Reviews method of payment and obtains insurance information as applicable.
- Notify clinician of special concerns pertinent to client’s visit.
- Accurately performs and documents all vital signs, draw blood, and IM injections.
- Educates adolescents so that they can make decisions regarding their sexuality, including positive family involvement.
- Reviews test results with patients and when appropriate, educates patients with abnormal results regarding the nature of the problem, method and treatments prescribed, and instructions and information about proper follow-up, including referral to appropriate medical, financial, and social service resources when necessary.
- Evaluates patients’ ability to comprehend teaching materials and adjusts education as necessary; evaluates patient comprehension.
- Provides HIV education, risk assessments, and risk reduction information.
- Provides contraceptive supplies, prescribed medications, and intramuscular injections as ordered by the clinician as per health center protocols. Provides specific instructions on each patient’s selected birth control method.
- Files charts and forwards incoming medical records to nurse; verifies and completes requests for medical records transfers.
- Sets-up and cleans laboratory area and exam rooms including maintaining a clean, neat arrangement; collecting and washing instruments; properly disposing of all trash; maintaining medical supplies and equipment in examination and laboratory areas.
- Obtains and maintains certification for Basic Life Support when required.
- Attends and participates in health center staff meetings.
- Accepts individual and joint responsibility for, and the efforts to achieve health center annual goals regarding number of patients served, patient waiting time, appointment show rate, accuracy in the execution and recording of patient payments, customer satisfaction etc.
- Has unrestricted access to client protected health information (PHI) on paper and electronic forms for purposes of treatment, payment, and/or healthcare operations. The use of a client’s protected health information should be limited to information needed for the specific task that is being performed or requested by the individual client. Disclosure of any client information must be for purposes of treatment, payment or healthcare operation OR must be accompanied by a valid authorization.
- Ensures achievement of agency goals, vision and mission.
- Celebrates and exemplifies the core values of our organization: Respect; Honesty, Integrity & Straightforwardness; Advocacy for the Poor; Quality Service; and Creativity within the context of Best Practices.
- Other related duties as assigned.
Educational Background:
H/S Diploma or equivalent.
Skills/Experience:
- Minimum Education: Positions in Health Centers performing abortion services must meet at least one of the following additional qualifications: (i) has one year experience in a healthcare facility;(ii) has a baccalaureate degree; or (iii) is a licensed professional mental health practitioner who provides therapeutic intervention.
- Minimum Experience: 1 year of experience (or equivalent education) in customer service, healthcare or social services environment. Some Customer Service experience is required. Phlebotomy experience preferred. Electronic Practice Management system or Electronic Health Records system experience preferred (EPM/EHR).
- Required Licenses or Certifications: Medical Assistant Certification or Phlebotomist training preferred. Must be able to obtain and maintain CPR certification.
- Agency Standards: Must have excellent computer skills with knowledge of Microsoft Office applications and the Internet. Must have the willingness and ability to adapt to change including advances or new technology. Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction. Must meet all PPGT Health Services skills criteria for position.
- Required Knowledge, Skills and Abilities:
- Must be able to work other shifts including evenings and weekends.
- Must be able to travel within and outside organization region as job dictates.
- Fluency in Spanish/English required (if a job requirement it is documented in your employee records and periodic assessments of fluency will be performed).
- Strong organizational skills and ability to multi-task.
- Ability to adapt to diverse operation hours, needs and clientele of all affiliate health centers.
- Ability to exercise initiative, sound judgment, and problem-solving techniques in the decision-making process.
- Excellent oral and written communication skills with patients and staff in all areas, including administrative, clinical, and non-clinical center staff.
- Must be pleasant, courteous and helpful.
- Requires an understanding of and commitment to quality healthcare and excellent customer service.
- Demonstrates cultural and linguistic competence.
- Ability to work effectively as a team member.
- Ability to manage intense stress with multiple competing priorities while maintaining a positive attitude and affect.
- Ability to find humor in day-to-day challenges while being focused on solutions.
- Ability to manage details, handle a variety of tasks simultaneously and work under pressure.
- Ability to effectively use organization’s computer systems.
- Be discrete and safe guard confidential information.
- Possess integrity and compliance – can be relied upon to act ethically.
- Affiliate Knowledge: Understands the mission and structure of the affiliate and exhibits agency’s core values.
- Organizational Commitment: Demonstrates an ability and willingness to align one’s own behavior with the needs, priorities and goals of the agency.
- Straightforwardness: Communicates with those who have a need to know information rather than speaking behind someone’s back. Expresses ideas and opinions which take into account the best interest of them, others and the affiliate. Resolves disagreements and conflict by truthfully and respectfully expressing impact of others’ actions or words upon them. Actively listens to the ideas and opinions of others.
- Initiative: Evaluates, selects, and acts on various methods and strategies for solving problems and meeting objectives before being asked or required to do so; self-starting rather than passively complying with instructions or work orders.
- Achievement Orientation: Demonstrates desire to set and meet challenging objectives, to find a better or more efficient way to do things, and to compete against a self-defined standard of excellence.
- Quality Service: Looks for ways to continuously improve service provided to clients, co-workers, donors, volunteers and the community.
- Attention to Detail: Demonstrates thoroughness in accomplishing a task through concern for all the areas involved, no matter how small.
- Recovery Skills: Responds effectively and acknowledges responsibilities when clients (internal or external) experience problems or mistakes; rectifies the situation to restore client satisfaction; seeks information and collaborates with others to take action to implement permanent fixes. Maintains stable performance and emotions when faced with opposition, pressure, and or stressful conditions.
- Customer Service Orientation: Demonstrates concern for meeting internal and external client needs in a manner that exceeds clients’ expectations. Identifies additional needs of the client beyond their current need. Understands and finds solutions within the parameters of what is available. Gains trust and support of peers.
- Interpersonal Sensitivity: Acts in a way that indicates understanding and accurate interpretation of others’ concerns, feelings, strengths and limitations. Uses interpersonal understanding to shape one’s own response.
- Building Relationships: Shows genuine interest in others’ needs and opinions; establishes rapport; earns the confidence and trust of others; demonstrates consistency between words and actions; delivers on commitments.
- Teamwork: Able to develop cooperation and work collaboratively toward solutions which generally benefit all involved parties.
- Procedural Competence: Applies, maintains & improves extensive specialized knowledge or skills to accomplish a result.
- Process Improvement: Understands core work processes; identifies process opportunities and issues; seeks information to understand the gap between current and desired performance; works effectively with others to identify and implement improvements; continuously works to improve returns for the client and the organization.
- Advocacy: Supports others and actively contributes to Planned Parenthood’s success; celebrates others’ successes; collaborates across functions and departments to meet internal and external client needs.
- Adaptability or Flexibility: Responds with flexibility to shifting priorities and changing work situations; recovers quickly from problems and setbacks; develops new skills to remain competitive. Adapts easily to change, sees the merits of differing positions, and adapts own positions and strategies in response to new information or changes to a situation.
- Integrity: Builds trust and matches actions and words.
- Coping with Demands of the Position: Uses effective problem solving while working under stress, high volume of work demands and/or time demands; regularly meets deadlines.
- Celebrates and exemplifies the core values of our organization: Respect; Honesty, Integrity & Straightforwardness; Advocacy for the Poor; Quality Service; and Creativity within the context of Best Practices.
- Other: Diversity creates a healthier environment: equal opportunity employer. We strictly prohibit unlawful discrimination of any kind, including discrimination on the basis of race, color, creed, ancestry, national or ethnic origin, religion or belief, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, citizenship, physical or mental disability, age, past, present or prospective military service, HIV status, family medical history or genetic information, socio-economic circumstances, language spoken, or any other characteristics protected by law (“Protected Characteristics”). We maintain a drug-free workplace. Should be pleasant, neat, and well-groomed in representing the agency to the general public.
- Essential Physical Requirements/Working Conditions: Must be able to bend, stoop, kneel, crouch, reach, and grasp. Must be able to stand, particularly for sustained periods of time. Must be able to move about on foot to accomplish tasks, such as moving from one work site to another. Must be able to push/pull. Must be able to work primarily with fingers such as picking, pinching, or typing. Must be able to perceive attributes of objects such as size, shape, temperature or texture by touching with skin, particularly that of fingertips. Must be able to talk such as convey detailed or important spoken instructions to other workers accurately. Must be able to hear such as the ability to receive detailed communication orally. Must be able to communicate effectively. Will have substantial movements of the wrists, hands, and/or fingers. Subject to hazards including a variety of physical conditions such as proximity to moving mechanical parts, moving vehicles, electrical current, or exposure to infectious diseases. Must be able to lift and/or exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently. Must be able to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication parts at distances close to the eyes. Health Center environment.
Compensation/Benefits:
- Excellent Medical and Dental Benefit Plans
- Retirement plan and employer match
- Generous Paid Time Off.
- Plus Additional Benefits.
Job Function:
Organization Info
Listing Stats
Post Date:
Dec 23 2017
Active Until:
Jan 23 2018
Hiring Organization:
Planned Parenthood Federation of America
industry:
Nonprofit