Client Services Technician - Purchased/Referred Care

Tuba City Regional Health Care Corporation•Tuba City, AZ

7d•Onsite

About The Position

The Client Service Technician (CST) will work alongside the Patient Referred Care (PRC) Manager and others in the field. The CST serves as a client service technician for the PRC Department, responsible for receiving and performing the intake process by obtaining information from patients, family members, provider staff within the TCRHCC service area, and professional and non-professional staff from outside private providers. The CST is responsible for updating and maintaining the patient registration database with information such as income, third-party payer details, and any other information required for patients to meet the five eligibility factors of the PRC program. The incumbent also works with a multidisciplinary team within the healthcare quality service delivery setting and is responsible for delivering polite, courteous, and empathetic customer service to patients.

Requirements

High school diploma or GED
Must maintain a current valid certification of the following throughout employment: Basic Life Support (BLS) from the American Heart Association, must obtain within 3 months from hire date
Six (6) months working in a fast-paced office environment with demonstrated ability to manage, prioritize multiple tasks, demands to meet deadlines and proficiency in typing with accurate spelling and grammar
A record of satisfactory performance in all prior and current employment as evidenced by positive employment references from previous and current employers. All employment references must address and indicate success in each one of the following areas:
Positive working relationships with others
Must have excellent customer service skills, personal and telephone communication skills
Possession of high ethical standards and no history of complaints
Reliable and dependable; reports to work as scheduled without excessive absences
Effective verbal & written communication skills
Team management focuses on promoting a positive and proactive approach to problem resolution
Perform in a wide degree of creativity and latitude and work independently; provide detailed reports and instruction to supervisor/manager
Successful completion of and positive results from all background and reference checks, including positive employment references from authorized representatives of past and current employers demonstrating to the satisfaction of TCRHCC a record of satisfactory performance and that the applicant can perform the essential functions of the job
Successful completion of fingerprint clearance requirements, physical examinations, and other screenings indicating that the applicant is qualified to be employed by TCRHCC and demonstrating to the satisfaction of TCRHCC that the applicant can perform the essential functions of the job
Submission of all required employment-related documents, applications, resumes, references, and other required information free of false, misleading or incomplete information, as determined by TCRHCC.

Responsibilities

Greets and welcomes patients, visitors, and callers in a courteous and professional manner. Responds to inquiries or directs them to the appropriate personnel, documents calls and visits, and accurately records and relays messages. Demonstrates compassion, professionalism, and respect when communicating with patients and families experiencing emotional, mental, or physical stress.
Receives and date-stamps daily patient referrals and notifications from patients, TCRHCC providers, and external healthcare facilities. Reviews and uploads referral documentation into the TCRHCC electronic medical record (EMR) system.
Reviews referral notifications and attaches the appropriate cover sheet and supporting documentation, including patient face sheets, Arizona Health Care Cost Containment System (AHCCCS) verification forms, alternate resource information, claims, medical records, and other required documentation. Compiles and enters pertinent information into the system to establish and maintain accurate records.
Performs daily data entry of referrals and notifications into the PRC management software, ensuring accuracy, completeness, and timely processing.
Educates patients and clients on the PRC scheduling process and obtains all required documentation, including Primary Care Provider (PCP) visit notes, laboratory reports, radiology reports, and other relevant medical records.
Maintains adequate inventory levels of departmental office and operational supplies by monitoring stock, identifying needs, and preparing supply requests in a timely manner. Coordinates with the Executive Assistant and Procurement Department to facilitate the purchase of supplies, equipment, and other program-related items, ensuring compliance with organizational purchasing procedures and timely delivery of requested items.
Maintains professional knowledge and competencies by attending in-service trainings, workshops, and continuing education opportunities, while actively participating in organizational and departmental development initiatives.
Assist with special projects or reports as assigned.
Works with DME/Transportation department if needed to assist with DME/Transportation.
Ensure proper PPE is always worn while on duty including but not limited to, face mask, gloves, gown, isolation gown, NIOSH-approved N95 filtering face piece respirator or higher, if available), and eye or face shield.
Complete all donning and doffing tasks in a safe acceptable method and discard of used PPE accordingly. (see CDC website for most current updates)
Complete task training for all routine cleaning and decontamination processes for all surfaces contaminated by a communicable disease to ensure a high level of patient, visitor, employee, and external customer satisfaction
Performs other duties as assigned.