Health Care Assistant

Summary/Objective

The Health Care Assistant (HCA) is a health services representative of PPGWNI and is responsible for excellent internal and external customer service. The HCA is responsible for expediting and enhancing the patient experience, and drives forward the operations of the health center reception services and facility responsibilities in a way that best supports the affiliate mission to provide exceptional health care, honest education, and fearless advocacy for all individuals in our community.

Essential Functions

• Greet patients and visitors in a positive, warm, caring, friendly manner.
• Safeguard the privacy and protected health information of patients in compliance with law and PPGWNI policies. Completely understand confidentiality and HIPAA and consequences of non-compliance.
• Provide excellent customer service as demonstrated by behavior and model through actions and appearance according to assigned job role. Treat internal and external clients with the utmost professionalism, respect, and courtesy; anticipate client and coworker needs and respond in a courteous, pro-active manner. Seek to anticipate patient needs and pro-actively work to increase the satisfaction of the patient experience beginning with the first impression created by the demeanor in the reception area and in the exam room, level of professionalism, and the overall effectiveness and efficiency displayed throughout the patient’s visit.
• Verify details throughout check-in and check-out tasks, explain all PPGWNI funding and health services, provide additional written information, and offer to schedule an appointment. Understand all pay and funding sources and be able to apply to appropriate criteria. Be able to explain the FDA-approved methods of birth control during dispensing supply encounters.
• Perform clinical research and peer clinical education and training duties as assigned.
• Responsible for accurate and consistent attention to detail including processing charge tickets, EMR data-entry paper document handling and scanning/posting accurately in EMR, general office equipment operation, appropriate and legible hand-written and business-typed documentation. Fully understand practice management system and use it correctly. Work toward passing and exceeding expectations of accuracy on quality and customer service audits with a significant upward trend as noted on all subsequent audits as defined by work plans.
• Responsible for adhering to Financial Policy and Procedure manual, which may include daily deposits and session reports including but not limited to monitoring and ensuring inventory is kept current and secure.
• Actively works with the Health Center Manager and other members of clinical management to further the goals of the clinic.
• Understand and strictly adhere to PPGWNI protocols, policy, and procedures; actively increase knowledge and compliance of same.
• Support productivity expectations and compliance standards of the agency.
• Familiar with clinic emergency procedure; acts as Health Center Manager designee when needed.
• Adhere to scheduling procedures and perform work as assigned.
• Serve as a role model for our In This Together (ITT) workplace values and service standards.
• Other duties as assigned.

Basic HCA Competency will include the ability to perform the following tasks:

Schedule appointments, check in patients, sell supplies, collect payment and donations, close at end of day with accurate cash counts, log supplies accurately, dispense supplies per provider instruction, FPO applications, assess patient pay ability and choose funding sources, gather consent, check in and register telehealth patients, confirm next day appointments, and bank deposits.

Organization Structure and Interfaces

The HCA directly reports to the Health Center Manager and works in the clinic and regularly interfaces with other clinic staff, the Billing Team, vendors, and patients.