Quality Support Assistant (45994)

Under general supervision of the HIM Director, the Quality Support Assistant is responsible for providing cross-functional operational support in a rural clinic setting. This position strengthens patient coordination services with assisting on documentation integrity, referral education, eligibility coordination, and patient access work flow. This role is intended to function collaboratively and flexibly. Upholds the principles of WIHCC's Vision, Mission, and Value Statements. Maintains confidentiality of all privileged information at all times.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities:

Health Information Management

• Assist with scanning, indexing, and document quality review in EHR.
• Issue chart numbers, e.g. new, reactivation.
• Maintain confidentiality safeguards in record handling.
• Complete Release of Information (ROI) requests and document/scan process in line with policies and procedures.

Purchased Referred Care

• Provide support to patients with questions on bills, notifications, and education.
• Track referral status and maintain referral logs.
• Aide with PRC education and documentation of scheduled appointments.

Patient Benefits Coordinators

• Route to appropriate PBC staff and provide any paper applications for necessary follow up.

Patient Access

• Provide backup to patient access representative for checking in patients, updating demographics and collect supporting documents.

• Maintains regular attendance and punctuality.
• Support interdepartmental communication between clinical, billing, and quality teams.
• Cross-cover administrative functions during staffing shortages, which will bridge operational silos between PRC, HIM, PBC, and Patient Access.
• Assist with workflow stabilization during high-volume periods.
• Maintains strict confidential policies complying with HIPAA and WIHCC policies due to the sensitive nature of patient information.
• Upholds all principles of confidentiality and patient care to the fullest extent.
• Adheres to all professional and ethical behavior standards of the healthcare industry.
• Adheres to WIHCCs Personnel Policies and Procedures, departmental policies, rules, and regulations.
• Interacts in an honest, trustworthy and dependable manner with patients, employees, visitors, and vendors.
• Possesses cultural awareness and sensitivity.
• Maintains compliance with all Human Resources requirements.
• Performs other duties as assigned.

Minimum Qualifications:


High school diploma or GED required with three years health care office experience (healthcare operations, medical office, or health records). An associate's degree preferred, and experience in records management preferred. Bilingual skills in English and Navajo language preferred. Must maintain a valid unrestricted and insurable driver's license. Must successfully pass a background investigation and maintain suitable requirements for a Child Care position. This position is considered as a Child Care position, which requires a satisfactory background check investigation and is subject to the requirements of the Indian Child Protection and Family Violence Prevention Act, as amended (henceforth referred as the ICPFVP Act).

Knowledge, Skills, Ability

• Knowledge of standards of medical records for meeting accrediting agency requirements.
• Knowledge of Medical Terminology and Anatomy & Physiology.
• Insurance verification and eligibility procedures.
• Knowledge of strong work ethics in the workplace.
• Knowledge of basic application of confidentiality.
• Knowledge of basic computer skills, e.g. Outlook, Word, Excel, PowerPoint.
• Ability to maintain and adhere to confidentiality of medical information and guidelines in accordance with the Privacy Act, HIPAA, HITECH, AAAHC, EMTALA and OSHA rules and regulations.
• Ability to be dependable in attendance and job performance.
• Ability to meet attendance, overtime (if necessary), and other reliability requirements of the job.
• Ability to accept and learn from feedback.
• Ability to rotate between modalities as operational needs shift.
• Ability to recognize workflow inefficiencies and escalate appropriately.
• Ability to communicate effectively both verbally and in writing.
• Ability to provide exemplary customer service at all times.
• Ability to interact positively with others and possess great interpersonal skills.
• Ability to multitask and perform well under pressure.
• Ability to have self-confidence.
• Ability to be a great team player.
• Ability to accept and learn from supervisor/peer critique.
• Ability to be flexible and adaptable to the changing needs of the organization.

Physical Demands:

While performing the essential functions of this position, the employee is regularly required to walk, sit, use hands to handle and manipulate objects and equipment, reaches with hands and arms, and communicate effectively verbally and audibly. The employee frequently must stand, climb, balance, stoop, kneel, crouch, or crawl and may occasionally use taste or smell. The employee must occasionally lift and/or move objects weighing up to 25 pounds.


Work Environment:

Work is performed in an office setting or outdoor work environment with moderate noise levels. Work environment may involve exposure to physical risks, such as blood borne pathogens, hazardous chemicals, or operating potential dangerous equipment, and requires adherence to all safety protocols. Required work schedules may include evening, weekend, overnight shifts, extended hours, or irregular schedules as operational needs dictate.


As required by P.L. 93-638, absolute preference will be given to qualified Navajo applicants. If there is no qualified Navajo applicant, preference will be given to qualified American Indian applicants.