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
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Greet patients and visitors in a positive, warm, caring, friendly manner.
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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.
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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.
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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.
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Perform clinical research and peer clinical education and training duties as assigned.
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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.
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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.
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Actively works with the Health Center Manager and other members of clinical management to further the goals of the clinic.
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Understand and strictly adhere to PPGWNI protocols, policy, and procedures; actively increase knowledge and compliance of same.
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Support productivity expectations and compliance standards of the agency.
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Familiar with clinic emergency procedure; acts as Health Center Manager designee when needed.
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Adhere to scheduling procedures and perform work as assigned.
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Serve as a role model for our In This Together (ITT) workplace values and service standards.
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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.
Required Education and Experience
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Minimum high school diploma or equivalent (GED).
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Ability to self-motivate and multi-task with excellent mental and physical dexterity while remaining focused with minimal supervision.
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Demonstrated ability to perform work accurately and with attention to detail.
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Proficiency in standard computer operating systems and standard office equipment and strong math skills.
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Flexibility in work schedule, including working early mornings, evenings, and Saturdays.
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Ability to read, write, speak, hear, and understand English.
Preferred Education and Experience
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Bilingual English/Spanish.
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Family planning experience.
Supervisory Responsibility
This position does not supervise other staff.
Travel
Required to affiliate sites and other venues as needed. A valid driver’s license, vehicle insurance, and access to reliable transportation is required.
Position Type/Expected Hours of Work.
This is a full-time position. Days and hours of work are Monday through Friday, 7:30 a.m. to 7:30 p.m. or until last patient leaves. This position may need to work long hours and weekends as needed.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
What it’s Like to Work at Planned Parenthood
We understand that excellent patient care starts with staff who feel respected, cared for, and engaged in their work. With that in mind, we constantly work to ensure that staff needs are met and that we are providing a supportive workplace where everyone feels like they belong.
All employees have access to:
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Generous paid time off (PTO) and paid holidays.
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401k retirement plan with up to a 5% employer match.
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A full benefits package – including medical and dental – with the individual employee’s insurance premiums covered 100%. Vision coverage and FSA options are available.
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Company sponsored Life Insurance and ADD coverage.
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Employee Wellness Program that offers reimbursement for health and wellness expenses.
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Free subscription to the Calm App.
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Access to free Therapy Sessions through BetterHelp.
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Ongoing training and professional development opportunities.
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Additional $1/hr. compensation for staff who pass our internal Spanish competency test.
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Multiple scheduling options.
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Remote work options as their role allows.
Working at PPGWNI is more than a job. It is an opportunity to help ensure that all Washingtonians have access to affordable, high-quality sexual and reproductive health care and accurate education so they can lead healthy lives. We approach our work through a health equity lens, seeking to break down the barriers that prevent individuals from accessing the health care and information they need and deserve. If this sounds like somewhere you’d like to work, please apply!
Who We Are and What We Do
PPGWNI is a leading health care provider, educator, and advocate, serving nearly 32,000 adults and teens throughout Washington and North Idaho annually. For over 50 years, our dedicated staff have been providing every person in our community access to the comprehensive health care services, education programs, and fearless advocacy they need to be healthy and plan their futures. PPGWNI is committed to equity and believe we are most impactful when people with a wide range of backgrounds, experiences, and identities come together with common purpose.
ADA Requirements
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Language Skills - Must be able to read and interpret documents and reference materials such instruction booklets, operations and procedural manuals, sketches and schematics. Ability to create, write and word process accurate reports and correspondence using computer systems and Microsoft application software. Ability to speak effectively over the phone and in person with individuals, community groups and the media providing credible and accurate information consistent with our brand strategy and excellent customer service.
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Data Utilization - Requires the ability to arrange, compare, count, differentiate, measure, and/or sort data and information. This includes judging whether readily observable functional, structural, or compositional characteristics are similar to divergent from prescribed standards, procedures or routines.
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Situational Reasoning - Requires the ability to exercise the judgment, decisiveness and creativity in situations involving a variety of duties which are often characterized by frequent change. Must remain calm under pressure and in extreme situations requiring deference to education and training.
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Functional Reasoning - Requires the ability to define and articulate problems, collect data and establish facts and draw valid conclusions. Ability to apply principles of rational systems. Ability to interpret instructions furnished in written, oral, diagrammatic, or schedule form. Ability to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives.
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Mathematical Aptitude - Requires the ability to perform addition, subtraction, multiplication and division; calculate decimals and percentages. May use higher math functions like statistical and regression analysis to complete work assignments.
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Motor Coordination - Requires hand-eye coordination; finger dexterity and a combination of sitting, standing, climbing, stooping, balancing, kneeling, crouching, crawling; carrying, pushing, pulling lifting materials of 20-30 pounds; may occasionally be required to exert physical effort involving heavier objects and materials with assistance. Must be able transport, lift, set-up and operate various portable office equipment like laptop computers, printers, faxes, scanners, projectors, and audiovisual equipment.
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Visual - Must be able to discriminate colors and shades of colors; ability to read and adjust focus. Must be able to operate a personal motorized vehicle during day and nighttime hours.
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Sensory - Ability to perceive and/or discriminate sounds and smells/odors, depths, and concentrations. Must be able to listen effectively in both taking direction and offering assistance. Must be skilled at identifying and eliminating communication challenges by proactively seeking out mutual solutions.
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Environment - Exposure to routine office conditions as well as adverse environmental conditions such as dust, temperature and noise extremes. May be exposed to blood borne pathogens (BBP) and/or other infectious materials (OPIM) when in the clinic environment. Will be exposed to protestors and other individuals acting in opposition to our brand and mission in the external community.
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Travel - Must have a valid driver’s license and insurance with the ability to travel as needed to affiliate sites and for affiliate business.
