Client Services Technician - Echo Cliffs Dental

Tuba City Regional Health Care Corporation•Coppermine, Arizona

2d•Onsite

About The Position

The Client Services Technician is part of a highly functioning care team who helps connect patients to resources and team members to promote the continuity of care and enhanced care coordination. All efforts are focused on practice transformation to support the patient-centered care model. While following established clinic protocols, responsibilities include; educating patients of the care team and how they can improve their access to care; confirmation of appointments and providing upcoming patient appointment reminders; answering patient questions to connect them to those who can help; identifying and carrying out clinical support duties associated with patient care services and administrative provider support. Uses tact and respect to communicate with patients and families during times of emotional and physical stress and collaborates with various departments to expedite patient services and improve patient satisfaction. This position requires the ability to work under conditions of frequent interruptions and willingness to work a flexible schedule.

Requirements

Must have a high school diploma or GED
Six (6) months working in a fast-paced office environment with demonstrated ability to manage and prioritize multiple tasks and demands to meet deadlines and proficiency in typing with accurate spelling and grammar
Basic Life Support (BLS) from the American Heart Association (AHA), must obtain within ninety (90) days of hire
Excellent customer service and telephone communication skills
Proficient knowledge and ability to use computer software
Positive communication and working relationships with others
Possession of high ethical standards and no history of complaints
Reliable and dependable; reports to work as scheduled without excessive absences
Ability to handle sensitive and confidential information
Ability to work independently with minimal to no supervision
Completion of and above-satisfactory scores on all job interviews, demonstrating to the satisfaction of the interviewees and TCRHCC that the applicant can perform the essential functions of the job
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

Participates in daily huddles to determine which patients are coming into the clinic and identifies any gaps in care that need to be addressed during their visit, such as follow-up on open care referrals, test results, and recent visits to health care facilities outside of TCRHCC.
Serves as the clinic’s electronic health record (EHR) super user and works with software systems for clinical, medical, dental, laboratory, pharmacy and other healthcare office systems and provides training and orientation for new team members.
Coordinates scheduling and referral management, health records maintenance, and retrieving patient data from automated systems and the EHR.
In partnership with other healthcare team members assists in the empanelment process by assigning patients to a primary care provider (PCP) and ensures appointments are scheduled with the patient’s assigned PCP prior to other care team providers.
Oversees the coordination of documents outlining capabilities of the providers at the practice site, including procedures each provider performs, and tracks patient panels that clearly identified which providers have the capability of taking new patients.
Oversees clinic access to the Health Information Exchange (HIE) and retrieves pertinent health care information and results for providers prior to the patient’s appointment.
Stays informed of various clinical and hospital services, including appointment and referral systems and points of contact, to avoid unnecessary delay and confusion for patients.
Completes assigned special projects independently by analyzing, researching, troubleshooting, and resolving issues as they arise.
Uses information technology to manage internal and external referrals ensuring there are no duplicates, releases holds, schedules appointments, completes referrals timely, and supports performance improvement activities and patient preferences regarding access to care.
Manages specific clinic scheduling guidelines, creates and maintains provider clinic schedules in the EHR, and maintains the appointment wait list.
Assist with other programs such as the Meds in Hand Program, pharmacy pick-up list, and applicable work lists; and schedules and arranges conference and video calls as requested.
Completes requisitions and ordering to ensure the clinic is stocked with appropriate forms and supplies.
Ensure proper PPE is worn at all times while on duty including but not limited to, face mask, gloves, gown, isolation gown, NIOSH-approved N95 filtering facepiece 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.
Completes all patient care documentation in the electronic health record entries accurately and in real-time.
Participates in departmental workflow and or testing teams as related to electronic health record or other project initiatives
Performs other duties as assigned.