Client Services Technician - Echo Cliffs Dental

Tuba City Regional Health Care Corporation•Coppermine, Arizona

62d

About The Position

The Client Services Technician is part of a care team that connects patients with resources and team members to promote continuity of care, care coordination, and the patient-centered care model. Following established clinic protocols, the technician educates patients about the care team and ways to access care, confirms appointments and sends reminders, responds to patient questions by connecting them with appropriate staff, and performs clinical support and administrative provider-support duties. The role requires tactful, respectful communication with patients and families experiencing emotional or physical stress, collaboration across departments to expedite services and improve patient satisfaction, and the ability to work amid frequent interruptions and on a flexible schedule. The technician participates in clinic workflows involving appointment and referral coordination, patient records, electronic health records, provider schedules, and access to health information. The position also supports team training, projects, clinic supplies, patient documentation, and required personal protective equipment and cleaning procedures.

Requirements

High school diploma or GED.
Six months of experience 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) certification from the American Heart Association (AHA), to be obtained within 90 days of hire.
Excellent customer service and telephone communication skills.
Proficiency with computer software.
Positive communication and working relationships with others.
High ethical standards and no history of complaints.
Reliable and dependable attendance, without excessive absences.
Ability to handle sensitive and confidential information.
Ability to work independently with minimal to no supervision.
Satisfactory performance in prior and current employment, supported by positive employment references addressing the specified qualifications.
Successful completion of job interviews, background and reference checks, fingerprint clearance requirements, physical examinations, and other required screenings.
Submission of complete and accurate employment-related documents, applications, resumes, references, and other required information.
Ability to communicate what patient information is needed and why, and to verify that information is as accurate as possible.
Ability to meet the physical demands of the job, including prolonged sitting, frequent bending, climbing, and reaching; occasional standing, walking, kneeling, twisting, and lifting, pushing, or pulling up to 10 pounds; and the stated vision, hearing, and hand-manipulation requirements.
Ability to cope with high stress, make decisions under pressure, respond calmly to others’ anger, fear, or hostility, manage altercations, concentrate, handle flexibility and multiple priorities, demonstrate patience, and work in close and crowded areas.
Ability to occasionally work alone, adapt to shift work, and accept a flexible schedule to meet unit needs.
Ability to work in an environment where prolonged exposure to infectious diseases, dust, fumes, and gases may occur, and occasional exposure to chemical agents and loud noises may occur.

Responsibilities

Participate in daily huddles to identify patients coming to the clinic and gaps in care requiring follow-up, including referrals, test results, and visits to healthcare facilities outside TCRHCC.
Serve as the clinic’s electronic health record (EHR) super user; use clinical, medical, dental, laboratory, pharmacy, and other healthcare office systems; and train and orient new team members.
Coordinate scheduling and referral management, maintain health records, and retrieve patient data from automated systems and the EHR.
Assist with patient empanelment by assigning patients to a primary care provider (PCP) and ensuring appointments are scheduled with the assigned PCP before other care team providers.
Coordinate documents outlining provider capabilities and procedures, and track provider panels, including which providers can accept new patients.
Oversee clinic access to the Health Information Exchange (HIE) and retrieve relevant healthcare information and results for providers before appointments.
Stay informed about clinical and hospital services, appointment and referral systems, and points of contact to prevent unnecessary delays and confusion for patients.
Complete assigned special projects independently by analyzing, researching, troubleshooting, and resolving issues.
Use information technology to manage internal and external referrals, prevent duplicates, release holds, schedule appointments, complete referrals on time, and support performance improvement and patient access preferences.
Manage clinic scheduling guidelines, create and maintain provider schedules in the EHR, and maintain the appointment wait list.
Assist with programs and work lists such as the Meds in Hand Program and pharmacy pick-up list; schedule and arrange conference and video calls as requested.
Complete requisitions and ordering to keep the clinic stocked with appropriate forms and supplies.
Wear required PPE while on duty; safely don, doff, and dispose of PPE; and complete task training for routine cleaning and decontamination of surfaces contaminated by communicable diseases.
Complete patient-care documentation accurately and in real time in the EHR.
Participate in departmental workflow or testing teams related to the EHR and other project initiatives.
Perform other duties as assigned.