Reproductive Health Assistant

Overview

The Reproductive Health Assistant (RHA) is an essential part of the healthcare team providing comprehensive health education and direct patient care, demonstrating a positive, cooperative manner, and a willingness to assist team members when needed. RHA’s perform high-quality, responsive, and efficient patient care delivery in a clean, safe and comfortable health center. The RHA has significant impact on the patient experience and is expected to view services through the patient’s eyes to serve patients promptly, completely and in a friendly manner. Understands and complies with organization and health center protocols, policies and procedures. In addition, follows organization risk management and safety procedures. Supports the organization’s strategic plan and workplace inclusion initiatives. Ensures productivity expectations, customer service, and compliance standards are maintained. Abides by the organization’s mission in performing job duties. Demonstrates an understanding and commitment to PPGT’s culture of quality, safety and risk awareness.

Responsibilities

• Perform a variety of responsibilities in direct patient care including greeting patients promptly, providing high quality care, interviewing patients and obtaining medical history information, providing education about the purpose of their visit, performing patient check‑in and check‑out, accurately updating patient charts, confirming that all medication, equipment and supplies are stocked in the health center including sterile instruments, and assisting with patient discharge instructions.
• Practice a patient‑focused approach to healthcare as demonstrated by interactions showing respect, knowledge, responsibility, compassion, and access to care.
• Provide comprehensive education about medical services offered, including abortion, birth control, sexually transmitted infections, and pregnancy, in a caring, non‑biased, non‑judgmental and non‑directive manner.
• Provide pregnancy options counseling in a comprehensive, non‑directive, and non‑coercive manner, ensuring that patients receive accurate information and appropriate referrals.
• Provide and explain Patient Education Sheets and Informed Consent Forms, ensuring understanding and that patients with limited English proficiency receive information in the language they best understand.
• Maintain medical supplies inventory, placing orders and verifying receipt.
• Accurately take and record patients’ demographic information, vital signs and medical history, and notify the clinician of findings.
• Perform blood draws (venipuncture) and intramuscular (IM) injections.
• Train less experienced health center team members in job functions and protocols as needed.
• Maintain a safe, secure, and healthy work environment by establishing and following standards and procedures and complying with legal regulations.
• Verify and complete requests for medical records per policy.
• Maintain equipment operation, troubleshooting, preventive maintenance, and repair requests.
• Review consent forms with patients and obtain informed consent prior to services.
• Support clinicians by performing lab testing and vital signs as appropriate and notifying clinicians of special concerns.
• Review test results with patients and provide education regarding abnormal results, treatment methods, and appropriate follow‑up referrals.
• Consistently utilize an empathic approach to patient care delivery.
• Provide compassionate care using a holistic approach that addresses physical, mental, social, and emotional needs.
• Provide contraceptive supplies, prescribed medications, and intramuscular injections as ordered, with specific instructions on each birth control method.
• Triage phone calls to clinicians as appropriate.
• Review electronic practice management (EPM) and electronic health records (EHR) for alerts and advise patients of follow‑up status.
• Maintain awareness of clinic flow and visit cycle times to contribute to efficient delivery of care.
• Maintain discretion and confidentiality at all times.
• Contribute to continuous quality improvement by reporting incidents and completing incident reports.
• Understand and comply with regulations from all governing entities, including patient rights, child abuse identification, infection control, laboratory protocols, emergency evacuation, risk management, and OSHA safety standards.
• Perform front office duties as assigned:
  • Greet and direct guests politely.
  • Receive and direct phone calls, schedule appointments, check patients in, obtain necessary information, and ensure forms and consents are completed.
  • Support check‑in or check‑out areas.
  • Place reminder phone calls for scheduled appointments.
  • Inspect visitors, patients and packages entering and leaving the health center.
  • Observe security cameras, secure the building at end of shift.
  • Complete daily health center closing procedures, including preparing deposits, balancing cash drawer, and adhering to revenue handling policies.
  • Review method of payment and obtain insurance information.
• Maintain laboratory, sterilization, temperature, and cleaning logs.
• Handle lab specimens per protocols and perform laboratory testing per CLIA when ordered.
• Set up and clean laboratory area and exam rooms, dispose of trash, and maintain supplies and equipment.
• Attend and participate in health center staff meetings and huddles.
• Complete employee training for handling situations involving conduct that endangers the welfare of minors.
• Accept individual and joint responsibility for achieving health center annual goals, including patient numbers, waiting time, appointment show rate, payment accuracy, and customer satisfaction.
• Use patient protected health information (PHI) only for treatment, payment, or health care operations, adhering to the minimum necessary rule and valid authorizations.
• Embrace the organization’s "In This Together" customer service standards with internal and external customers, every person, every time.
• Recognize that duties and responsibilities may change at any time at management discretion.

Qualifications

H/S Diploma or equivalent with 1 year of experience in customer service, healthcare, or social services. An advanced degree may substitute for up to 1 year of experience. When education substitutes for experience, a minimum of 1 year of customer service experience is required.

• Medical Assistant, Certified Nurse Assistant, Phlebotomy, or Emergency Medical Technician (EMT) certificate, national certification or diploma from an accredited medical assistant program may substitute for up to 6 months of experience.
• Experience with Electronic Practice Management (EPM) or Electronic Health Records (EHR) systems.

Agency Standards

Must have excellent computer skills, including knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and Internet. Must be willing and able to adapt to change and new technology. Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction.

Other

PPGT is an equal opportunity employer. We strictly prohibit unlawful discrimination of any kind, including discrimination on the basis of age, race, color, ancestry, national origin, ethnicity, citizenship status, sex or gender, gender identity, gender expression, sexual orientation, mental or physical disability, AIDS, pregnancy status, marital status, past, current, or prospective service in the uniformed services, or any other basis protected by law. We are a drug‑free and tobacco‑free workplace.

Applicants have rights under the Federal Employment Laws. To view these notices, see Family and Medical Leave Act (FMLA) poster; Equal Employment Opportunity (EEO) poster; and Employee Polygraph Protection Act (EPPA) poster.

Required Knowledge, Skills, and Abilities

• Work all health center hours, including evenings and weekends.
• Travel and support other health center locations as required.
• Fluency in Spanish/English may be required if documented.
• Strong organizational skills and ability to multi‑task.
• Exercise initiative, sound judgment, and problem‑solving techniques in decision‑making.
• Excellent verbal and written communication skills.
• Provide effective, equitable, understandable, and respectful quality care and services that respond to diverse cultural health beliefs and practices and communication needs.
• Work effectively as a team member.
• Manage details, handle multiple tasks, and work under pressure.
• Effectively use organization’s computer systems.
• Maintain confidentiality of sensitive information.
• Act with integrity and compliance, being ethically reliable.
• Demonstrate organizational commitment aligned with organization goals.
• Respond to patient problems or mistakes, correct them, and take action for permanent fixes while maintaining stability under pressure.
• Build relationships by showing genuine interest, establishing rapport, and delivering on commitments.
• Adapt to shifting priorities and change, developing new skills to remain competitive.
• Use effective problem‑solving while working under stress and high volume, meeting deadlines.
• Exemplify the organization’s "In This Together" values: We Tend to the Team; We Respect, Honor, and Care for All People; We Jump In; We Try and Learn; We Care for Our Business; and We Return to our Mission.

Essential Physical Requirements/Working Conditions

Must be able to climb, balance, bend, stoop, kneel, crouch, reach, and grasp. Stand for sustained periods. Move on foot, push/pull, work primarily with fingers. Communicate effectively and hear detailed spoken instructions. Perform activities requiring close visual acuity such as preparing data, transcribing, reading, and inspecting small defects. Lift up to 20 pounds occasionally or 10 pounds frequently. Work in a health center environment potentially exposing to infectious diseases.