Planned Parenthood of Northern New England

Planned Parenthood of Northern New England (PPNNE) is seeking candidates for a full time, 37.5 hours/ week, Regional Health Care Associate (HCA) Support Specialist position based in Central VT, this role involves providing training assistance and coverage to a group of health centers, with some designated as primary locations and others as secondary locations.

The Regional HCA Support Specialist reports to the Senior Manager, Centralized Staffing. The RHCA is a subject matter expert in EPIC documentation standards and PPNNE workflows and supports health centers by facilitating onsite training of new and tenured staff. The HCA Support Specialist also provides coverage for CTO, Leaves, Vacancies, Call outs and as otherwise requested by heath center managers to support sites. When supporting sites, the support specialist will Serve as the first clinical point of contact for patients in our health centers and ensure outstanding customer service and patient satisfaction by collaborating with the team to provide high-quality patient centered care. Perform clinical support, front desk, and administrative functions in health centers.

The HCA Support Specialist supports the health center managers in monitoring, tracking, reporting, and facilitating PPNNE health care associates’ success, to include re-education when applicable, in delivering patient care services in accordance with established standards of care as noted through interactions, observation, chart audits, staff input and patient experience feedback coaching and mentoring.

The HCA Support Specialist will be responsible for keeping up to date with new and changing workflows and best practices. Collaboration and partnership with the centralized training and operations team and attending additional training may be necessary.

This position is a flex position and will perform these duties across specified region(s) or health centers (including remote care team). Daily work location within the region will shift and be dependent on organizational needs. Day, evening, and occasional weekend shifts may be required to cover the open clinic hours and associated travel time. The Regional HCA Support Specialist will be scheduled by the Senior Manager of Centralized Staffing, or designated appointee.

CHARACTERISTIC RESPONSIBILITES:

• Strong working knowledge and demonstrated compliance with standardized clinical workflows, procedures, and policies.
• Facilitate and optimize patient flow – be aware of waiting room activity, proactively keep patients and Front Desk staff informed of wait time, and work with team to ensure patients receive care in a patient centered environment. 
• Accurately perform and mentor HCAs on a variety of medical services including but not limited to venipuncture, injections, and vital signs.
• Accurately perform and mentor HCAs regarding patient intake, screening, education, and informed consent for all PPNNE services.
• Accurately perform and mentor HCAs regarding offering and documenting appropriate lab testing in accordance with PPNNE procedures and processes.
• Subject matter expert in the Electronic Health Record (EHR) system, templates, and compliance with medical documentation practices.
• Provide clinical and administrative support to Clinicians and Providers as needed.
• Clean and restock exam rooms as needed.
• May perform and mentor laboratory tests/procedures, specialized consenting, and/or ultrasonography after appropriate training and privileging process has been completed.
• Perform other clinical duties as assigned

When Performing and/or Mentoring Front Desk Duties Include:

• Supporting Health Center Manager with general health center tasks, including receiving inventory, receiving and processing incoming faxes, and reviewing health center messages.
• Create an environment for a positive patient experience by welcoming patients to the health center upon arrival.
• Assist patients in financial screening, understand our fee schedule information, and assess eligibility for state funded insurance plans and/or other programs. 
• Check patients in and out, confirming all charges are accurate and insurance is billed, or charges processed, as appropriate.
• Triage phone calls on behalf of clinicians and other medical providers as well as site management; providing clear documentation in patient chart or in the appropriate designated area.
• Subject matter expert and demonstrated compliance with standardized front desk procedures and policies.
• Subject matter expert in Electronic Health Record software programs to effectively assist patients with any billing, scheduling, or payment questions. 
• Monitor and scrub schedules, facilitate patient access to meet demand, and communicate with Health Center Manager and team regarding challenges and barriers.
• Facilitate and optimize patient flow – be aware of waiting room activity, proactively keep patients and Clinical team informed of wait time, and work with team to ensure patients receive care in a patient centered environment.
• Perform day-to-day and quarterly administrative duties such as answering the telephone, scheduling appointments, opening, and distributing mail, completing prior authorizations, records releases, and completing day-end procedures such as preparing deposit and balancing cash drawer.
• Monitor the health center space to ensure that it is clean, well-organized, and uncluttered.
• Perform other front desk duties as assigned.

Perform Other Duties Including:

• Demonstrate flexibility and teamwork, understand that staffing needs and schedules fluctuate, which will require flexible work schedules, roles, and/or additional work hours to incorporate travel requirements.
• Assist in annual clinical evaluation of staff.
• Assist in supporting roll out of new health care delivery initiatives and attend HCA trainings as assigned by Senior Manager, Centralized Staffing.
• Provide accurate responses to patient questions and requests for information about all services provided by PPNNE, referring to Clinician when necessary.
• Demonstrate best practices and support organization initiatives to strengthen patient/staff satisfaction.
• Be willing to listen and contribute to department, site, and organization discussions and decision-making; incorporate customer satisfaction into all aspects of operations.
• Adhere to all HIPAA requirements related to patients’ confidentiality and privacy of medical information.
• Adhere to all reporting requirements and state laws relevant to the abuse of minors.
• Routine travel to geographic health centers required.
• Periodic travel to non-geographic health centers if mutually agreed upon with supervisor.
• Perform other duties as assigned by Senior Manager, Centralized Staffing

QUALIFICATIONS:

• Ideal candidates will have experience working with people from diverse ethnic, linguistic, socioeconomic, and cultural communities, as well as a demonstrated commitment to diversity, equity and inclusion and the intersection with health and social justice.
• HCA III preferred or equivalent experience.
• Minimum education High School diploma or equivalent required.
• Two to three years of health care and patient care experience preferred.
• Demonstrate flexibility and teamwork; understanding that staffing needs and schedules routinely fluctuate, which will require a flexible work schedule and/or additional work hours.
• Must have reliable transportation to facilitate working in all site locations within specified regions, possibly with limited notice.
• Commitment to customer service and satisfaction in accordance with PPNNE values and services standards.
• Knowledge of and willingness to participate in all services provided by PPNNE within scope of role.
• Commitment to team approach and patient centric care.
• Flexibility, initiative, creative thinking, and a willingness to learn and jump in.
• Ability to maintain close attention to detail throughout workday.
• Good typing, filing, and basic administrative skills.
• Good verbal and written communication and math skills.
• Basic computer skills including the ability to key stroke for up to 2 hr.
• Ability to stand for up to 2 hr. and sit for up to 5 hr. a day.
• Ability to operate all normal office equipment.
• Ability to adapt to different adult learning styles.
• Commitment to the Planned Parenthood Core Values as demonstrated through positive patient relations, positive and effective interactions with staff, and formulating and meeting developmental goals.
• Ability to work effectively on a team and to participate in ongoing feedback with colleagues. 
• Ability to work effectively with a wide range of people in a variety of settings.
• Ability to travel within PPNNE affiliate for trainings or meetings as appropriate.

COMPENSATION & BENEFITS

• The starting range of pay for this position is $23.67/hr - $33.12/hr. Access to benefits are available including health, dental, vision insurance, paid time off and retirement fund.

Interested applicants please submit a cover letter and resume by visiting our website at https://jobs.lever.co/ppnne.

The Health Care Associate role in Vermont at PPNNE is represented by the AFT union.

Planned Parenthood of Northern New England welcomes diversity & is an Equal Opportunity Employer

CNA, Certified Nursing Assistant, LNP, MA, Traveling Nurse