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About the Role

The Patient Care Specialist plays a key role in supporting health center staff by providing education and counseling to patients, ensuring all health center functions are met to deliver professional, prompt, courteous, confidential, and caring services.

Responsibilities

• Manage the patient intake process, including greeting patients, verifying information, checking patients in/out of EHR, verifying insurance, and screening for eligibility programs.
• Record patient data accurately in the Electronic Health Record, including vital signs and medical/family/social history.
• Perform routine tests such as urine pregnancy tests, HIV tests, blood draws, and urine specimen collection.
• Assist clinicians in the exam room with patient support, comfort, counseling, and basic education on reproductive health, birth control, and STIs.
• Prepare and maintain exam rooms, including setup, breakdown, cleaning, and storage of supplies and equipment.
• Maintain accuracy of reference materials according to PPFA Medical Standards and Guidelines.
• Prepare specimens for lab pick-up.
• Assist in surgical abortion service areas, including product of conception, recovery room, and procedure room support.
• Assist with patient referrals, phone calls, reports, and appointment scheduling.
• Perform POC duties per policy and procedure.
• Operate telephones efficiently, screening calls, and delivering messages.
• Maintain a clean and organized work area while ensuring patient confidentiality.
• Schedule, confirm, and reschedule patient appointments.
• Interface with Phreesia for patient check-in and registration.
• Assess patients for Discount Fee Schedule placement and request income information.
• Screen patients for grants and other payment sources.
• Assist patients with insurance forms and obtaining necessary program eligibility documentation.
• Collect payments and inform clients of financial responsibilities.
• Verify payment methods and provide receipts.
• Provide emergency contraceptives and birth control for walk-in supply sales.
• Review charges for accuracy and enter CVR data into EPM.
• Follow appropriate Cash Handling procedures.
• Provide excellent customer service to all patients and visitors.
• Perform clerical duties such as copying, locating charts, faxing/scanning, mailing, and completing forms.
• Conduct monthly inventory and ordering of supplies.
• Travel to other sites to provide support as directed.
• Participate in the agency's compliance, Quality, and Risk Management program.
• Participate in affiliate initiatives.
• Achieve productivity, customer service, and capacity goals.
• Assist with training new Patient Services Specialists and Patient Care Assistants.
• Work on other projects as assigned by management.
• Show respect for diverse backgrounds, lifestyles, viewpoints, and needs.

Requirements

• High School Diploma or GED preferred.
• Medical Assistant certification desired.
• 2-4 years of experience in a clinical role.
• Ability to handle client information discreetly.
• Organized with the ability to prioritize tasks and handle multiple projects.
• Excellent customer service and communication skills (verbal and written).
• Comfortable with multi-tasking.
• Ability to work effectively and cooperatively with staff in a fast-paced environment.
• Basic computer skills including Microsoft Office, email, and Electronic Health Records strongly preferred.
• Experience in customer service desirable.
• Ability to work a flexible schedule and travel to multiple sites as needed.
• Experience delivering care and services to diverse service populations.
• Proficiency in two or more languages.
• Commitment to PPCWNY's mission, vision, and values.
• Ability to lift 25 pounds with or without accommodation.
• Sufficient mobility to perform essential functions with or without accommodation.
• May experience visual fatigue working at computer with potential extended periods of sitting.
• Ability to travel to all agency locations as assigned.

Skills

• Customer service
• Communication (verbal and written)
• Multi-tasking
• Electronic Health Records
• Microsoft Office
• Proficiency in two or more languages

Location

• Buffalo, NY

Work Type

• Full-time (37.5 hours per week)
• Occasional evenings and weekends

Experience Level

• 2-4 years of experience in a clinical role

Education Level

• High School Diploma or GED preferred
• Medical Assistant certification desired

Salary/Compensations

• $20.71 to $24.05/hour

Benefits

• Generous Paid Time Off
• 10 paid holidays
• Affordable medical, dental, and vision options
• Health Savings Account or Flexible Spending Account
• 401(k) with match

About the Company

• Planned Parenthood of Central and Western New York (PPCWNY) protects and provides health care and education that empowers individuals and families with respect, without judgment, and no matter what.
• PPCWNY is committed to equitable compensation practices and transparency.

Equal Opportunity

• Planned Parenthood of Central and Western New York is an equal opportunity employer.