Patient Care Associate - Queens

Patient Care Advocate

As part of a multi-disciplinary team providing medical care, the Patient Care Advocate is responsible for patient intake in the clinic and front desk, obtaining complete medical history, provides education about human sexuality, family planning, abortion, colposcopy, LEEP and general health education, as applicable.

Front Desk: Patient Reception and Visit Flow (15%)

• Monitor health screenings at front desk.
• Greet all patients and visitors according to PPGNY standards and collect all pertinent demographic and billing information, including insurance verification, following PPGNY and NYSDSS guidelines.
• Change and update patient demographics in electronic health record.
• Initiate CVR (superbill) and activate electronic health record to start visit.
• Sign appropriate consents and reception forms.
• Manage walk-in clients according to availability in the schedule.

Scheduling, Appointment Schedule Management, Phones (15%)

• Answers phones and triages patient calls, including appointment management.
• Scrub the schedule and prepare charts for next day services according to information required by visit type and services requested.

Billing and Revenue Cycle Duties (10%)

• Process supply requests, collect payments and co-pays in accordance with PPGNY supply sales, cash handling, and banking policies. Reconcile audit reports to payments and prepare deposits.
• Screen all patients for eligibility for in-state assisted insurance programs while assisting patients in completing these insurance applications if applicable.

Monitor and Maintain Office and Waiting Areas (5%)

• Responsible for opening and closing front desk area.
• Maintain waiting room and office area to ensure appearance is welcoming, private and professional.

Other Office Duties (5%)

• Respond to patient requests.
• Follow all safety and security procedures and guidelines.
• Participate in health center/affiliate efforts to achieve established goals for productivity and revenue cycle.
• Adhere to affiliate goals and policies on professionalism, wait time in-clinic and on the phone, and the system for addressing client complaints.
• Other duties as assigned

Clinical Services:

SRH Patient Care (15%)

• Reviews the patient health history for completeness and records findings. Alerts APC regarding critical information about the patient chief complaint, history of present illness, and other patient information.
• Documents competently in the electronic medical record using the correct PPGNY templates and forms
• Assists in promoting optimum center operations, excellent patient service and compliance with both agency and funding source policies and regulations.
• Participates in health center/affiliate efforts to achieve established goals for productivity.
• Adheres to affiliate goals and policies on professionalism, wait time in-clinic and on the phone, and the system for addressing client complaints.
• Assess flow of patients through health center to minimize patient wait times.
• Assists in the orientation and training of new clinic staff, as indicated
• Ensures charge capture and financial reporting by accurately documenting in EHR and completing CVR data as appropriate for all medical and counseling services provided.
• Ensures access to interpreter services for patients with communication barriers.
• Performs other duties as assigned

Patient Education (15%)

• Provides health education and care related to sexual and reproductive healthcare
• Provide accurate patient centered, non-judgmental, education according to MS&G and signs informed consent related to visit.

Lab and Quality Assurance Activities (5%)

• Performs laboratory tests as ordered, completes laboratory requisitions, and packages labs for transport according to PPGNY lab procedures. Runs Daily Controls
• Performs clinic opening and closing duties; clinic and equipment cleaning; restocking supplies, etc. Reports facility and equipment issues, as indicated
• Follows all lab and quality assurance protocols; uses appropriate personal protective equipment (PPE) and infection control precautions

ICA Patient Care (5%)

• Assists in abortion service in a variety of functions as needed, including abortion counseling, Products of Conception (POC) room, infections prevention float and assisting in surgical room.

Maintenance of Clinical Skills and Competencies (10%)

• Attends monthly didactics and incorporates information into daily care provision.
• Maintains clinical skills and competencies as required by PPGNY, PPFA, and NYS DOH. Participates in annual competency checks and training for all new services, tests, and skills as assigned.

Core Competencies

• A demonstrated commitment to PPGNY's mission related to bodily autonomy, health equity, and gender and racial justice
• A demonstrated commitment to learning about and enhancing practices related to racial equity and its impact on healthcare systems.
• Strong relationship building and communication skills, including an ability to work and build trust across cultural differences related to race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability; and to reflect on one's personal identity with humility
• Ability to provide compassionate, non-judgmental and culturally responsive care across race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability; and demonstrates deep sense of accountability to patient experience

Required Skills/Abilities:

• Interpersonal
• Excellent customer service and communication skills
• Ability to remain focused and calm in stressful situations
• Excellent interpersonal and verbal skills
• Superior oral and written communication skills
• Ability to work effectively as part of team
• Technical
• High degree of comfort with electronic health record
• Work Habits/Attributes
• Keen attention to detail
• Excellent organizational skills
• The ability to produce high quality work in a fast-paced environment with changing and/or competing priorities
• Ability to exercise sound judgment and independent decision-making skills
• Ability to produce reliable, high-quality work with minimal direct supervision
• Ability to follow HIPAA Policies and Procedures
• Ability to work a flexible or extended schedule, including evenings and weekends, as operational demands require

Required Qualifications

• Minimum education
• High school diploma/GED
• Licensures/Certifications
• Valid State of New York Driver's license preferred

Preferred Qualifications

• Previous experience working with electronic health records
• Proficiency in other languages preferred
• Prior Planned Parenthood employment
• Prior health care employment
• Previous experience in a high-volume customer service role
• Basic Life Support (BLS) certification.

Typical Physical Demands

• Requires prolonged sitting and repetitive tasks including use of a computer. Frequent standing, walking, bending. Must be able to walk up and down stairs. Requires lifting or moving of patients/supplies/equipment. Visual acuity sufficient to perform frequent work on a computer screen and review printed reports and other materials. Requires the ability to hear and to communicate orally with others. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets, and medical equipment and will require reaching, grasping, pushing and pulling.

Typical Working Conditions

• This job operates in a professional office environment. Potential exposure to communicable diseases and other conditions in a health center environment. May require travel to other health centers, at times in inclement weather. Requires flexible schedule and during peak activity periods work in excess of 7.5 hours per day and/or 37.5 hours per week.

$26.86 - $26.86 an hour

PPGNY's benefits package includes:

• Generous