Patient Care Specialist (FT)

Planned Parenthood of Central and Western New York (PPCWNY) protects and provides health care and education that empowers individuals and families. With respect. Without judgment. No matter what.

In support of PPCWNY’s mission, the Patient Care Specialist takes a lead role in working with the health center staff to provide education and counseling for patients and supports the services of all health center functions to ensure patients receive professional services in a prompt, courteous, confidential, and caring manner.

Patient Care

• Independently responsible for handling the intake process in accordance with PPCWNY’s policies: greeting patients, determining the reason for visit, verifying patient demographic information, checking patients in/out of EHR, verifying insurance, and screening applicants for presumptive eligibility, Medicaid for Pregnant Women, and the Family Planning Benefit Program and assisting the patient with the completion of forms and releases; verify insurance eligibility and coverage prior to services being rendered
• Clearly and accurately records data in the Electronic Health Record including vital signs and medical/family/social history
• Performs routine tests, including but not limited to; urine pregnancy tests, HIV tests, blood draws, urine specimen collection and urine dips, as ordered by the provider
• Assists the Clinician in the exam room by providing patient support, comfort measures, counseling, basic education and information including but not limited to; reproductive health care/issues, birth control, STI’s information
• Responsible for opening exam rooms; preparation and set-up and closing of exam rooms; breakdown, cleaning and storage of all patient service rooms, supplies, equipment, and documentation on a daily basis
• Key resource for handling the annual update of all reference materials used in the health center to ensure accuracy and consistency in accordance with PPFA Medical Standards and Guidelines
• Prepares specimens for lab pick-up
• Assists in surgical abortion service areas including but not limited to; products of conception, recovery room, and procedure room support
• Assist with patient referrals, phone calls, reports, and follow-up appointment scheduling as directed within the protocol guidelines of PPCWNY
• Performs POC duties per policy and procedure

Patient Services

• Operate telephones efficiently by promptly answering the telephone, screening telephone calls and referring appropriately, and recording and delivering telephone messages as necessary
• Maintain a clean and organized work area, ensuring patient confidentiality according to HIPAA compliance regulations
• Schedule, confirm and reschedule patient appointments as needed in a timely, efficient manner
• Interface with Phreesia to check in and register patients
• Assess patients for their placement on a Discount Fee Schedule
• Request income information from patients by completing the appropriate documentation
• Assess eligibility and screen patients for grants and other payment sources such as but not limited to: Medicaid Presumptive Eligibility for Pregnant Women and the Family Planning Benefit Program
• Assist patients with completion of insurance forms as necessary; assist in obtaining necessary program eligibility documentation, if necessary
• Collect payment and inform client of any outstanding financial responsibility
• Verify checks, credit cards, and debit cards, as outlined in procedures; provide patient with a receipt
• Provide emergency contraceptives and birth control to patients/people who walk in for supply sales in accordance to company policy and procedure
• Review charges for completeness and accuracy; enter client visit record (CVR) data into EPM
• Follow appropriate Cash Handling procedures

Other Accountability Activities

• Provide excellent customer service to all patients and visitors with the intent of exceeding expectations
• Clerical duties including but not limited to; Copying, locating charts, fax/scan charts and paperwork, mailing, and completing appropriate forms
• Conduct monthly inventory and ordering of supplies as required
• Expected to travel to other sites to fill in as directed by Health Center Leadership
• Participates in and adhere to agency’s compliance, Quality and Risk Management program
• Participate in affiliate initiatives
• Responsible individually and jointly for achieving productivity, customer service, and capacity goals as set by PPCWNY
• Assists with training of new Patient Services Specialist and Patient Care Assistants to ensure that cross training occurs leading to support of all health center programs/services
• Works on other projects as assigned by the Health Center Manager, Nurse, or Director of Health Center Operations
• Shows respect to all internal and external customers for differences in backgrounds, lifestyles, viewpoints, and needs