Medical Care Assistant & Patient Access Representative

Planned Parenthood Keystone•York, PA

16h•Hybrid

About The Position

Planned Parenthood Keystone (PPKey) serves 37 counties in Pennsylvania, home to over half of Pennsylvania residents. We have offices in York, Allentown, Bensalem, Reading, Wilkes Barre, Harrisburg, and Lancaster. We operate 7 medical centers that serve over 30,000 patients annually and offer comprehensive sexuality education that reaches thousands of young adults. Planned Parenthood Keystone is committed to being an organization that includes people from various backgrounds, skills, perspectives and experiences, and fully uses their talents to serve our communities. Planned Parenthood Keystone believes that drawing on the talents of all personnel helps to create an optimum, creative and inclusive workplace. Planned Parenthood Keystone is looking for a full-time (35 hours/week), non-exempt, Medical Care Assistant/Patient Access Representative. This position will work in person as a Medical Care Assistant at our York center on Tuesdays and Thursdays, and will work remotely as a Patient Access Representative on Mondays and Wednesdays. You will participate in a team approach to the delivery of quality reproductive healthcare in accordance with Planned Parenthood’s policies and medical protocols. This role supports three (3) areas of medical center support operations - Front Desk, Patient Intake, and Clinical (Back Office) - while also managing patient communications by answering inquiries, scheduling appointments, verifying insurance, facilitating informed consent audio visits for abortion services, and coordinating care through appropriate routing. This position ensures a high standard of customer service, accuracy, and confidentiality in all patient interactions.

Requirements

Completion of an accredited high school program or equivalent is required.
Basic understanding of medical terminology, health conditions, and healthcare procedures.
Ability to provide friendly, empathetic, and patient support to callers.
Ensuring accuracy when collecting patient information and updating records.
Identifying issues and finding solutions to address patient concerns.
Navigating healthcare software systems and phone system to access patient information and schedule appointments.
Managing multiple calls and tasks simultaneously in a fast-paced environment.
Ability and willingness to travel to our York center.
Reliable means of transportation.

Nice To Haves

Excellent communication skills: Clear and concise verbal communication to effectively interact with patients over the phone.

Responsibilities

Perform general front desk duties including answering phones, scheduling appointments, and greeting & assisting patients/ visitors
Follow the Planned Parenthood safety and security procedures for screening visitors
Accurately register and update the patient record, verify income and program status and update as necessary, including verifying purpose of the patient’s visit, assigning appropriate electronic template, and updating the patient information in the practice management system
Identify patient insurance, scan insurance documents, verify insurance coverage and if necessary, complete benefits information to include Medicaid/ Medicaid Managed Care patients and Commercial insurance
Inform patients about general reproductive health care, abortion services, all FDA approved birth control methods, sexually transmitted disease testing and treatment, HIV testing, safer sex, and medical center procedures
Provide factual, unbiased information to patients seeking abortion. Describe the difference between medication and surgical abortion
Verifies and correctly documents patient income as well as accurately determines eligibility for financial assistance funding or private pay
Counsel patients on pregnancy outcome electives in a non-directive manner including adoption, abortion, and parenting. Provide community referral resources
Provide room assistance for specialty procedures including, but not limited to colposcopy and loop electrosurgery
Performs appropriate lab procedures including venipuncture, urine dipstick, weight, blood pressure, anemia and RH factor tests
Aides in the completion of surgical abortion procedures by examining the products of conception in accordance with Planned Parenthood protocol
Maintains an efficient workflow while adhering to all protocols related to working alongside MDs and RNs during abortion procedures in the Procedure Room, Post-Procedure Room or on Infection Control Alerts MDs to findings as needed
Work collaboratively with the health center team to meet patient needs as well as individual and center productivity levels and patient cycle times
Compliance with Throughput (TP) priorities, strategies and Team Centered Patient Care (TCPC) components
Provide support services related to Telehealth in accordance with federal and state laws and applicable regulations
Maintain facility for cleanliness, appropriate instruments, and optimum supply levels. Maintain equipment for proper functioning in accordance with the policies and standards of Planned Parenthood and regulatory agencies
Ensure a culture that embraces diversity, fair and respectful treatment of all persons, and customer-focused delivery throughout the organization
Ensure completion of all required training, including, but not limited to: CALs & CPR
Adhere to all HIPAA and patient privacy regulations. Maintain patient and medical center confidentiality
Adhere to the Personal Protective Equipment (PPE) protocol as well as protocols outlined in the affiliate infection control program
Comply with all medical protocols, policies and procedures, including any federal & state laws and regulations governing the services provided by Planned Parenthood
Providing "as needed" staff sharing when services and access are compromised for a particular region or center. It is the expectation of every employee in medical services to reasonably accommodate those needs when asked. Administration will work with staff based on availability and coverage needs as best as possible
Answering calls from patients regarding appointment scheduling, billing questions, prescription refills, general healthcare information, and concerns.
Collecting patient demographics and insurance information accurately.
Coordinating appointment times with patients based on availability and medical needs.
Checking patient insurance eligibility and benefits for covered services.
Answering basic questions about medical conditions, treatments, and medications within the scope of their knowledge.
Transferring calls to appropriate healthcare providers, specialists, or departments as needed.
Maintaining patient records by updating relevant information based on calls.
Addressing patient concerns and complaints in a professional and timely manner.
Providing basic health information and appointment expectations.
Completing prior authorizations for ordered medications and equipment
Fulfilling outside provider requests for records of affiliate patients