POSITION DESCRIPTION:

Under direct supervision of professional clinical staff and with provider oversight, provides assistance with intake of patients at the clinic level by collecting and tracking certain patient information, documentation to the medical record and serving as a liaison between patients and providers by performing the following duties as outlined in the Clinical Support Staff Scope of Practice document.

ESSENTIAL JOB FUNCTIONS:

1. Greets and courteously escorts patient and other guests to examination room.
2. Collects patient paperwork and ensures thorough and accurate completion of patient encounter forms and necessary information in accordance with office and IHA protocols.
3. Obtains patient vitals (blood pressure, temperature, height and weight) and records such data into EMR.
4. Communicates basic instructions to patient as directed by provider and/or professional clinical staff. Shares patient information with providers.
5. Schedules patient appointments in accordance with office protocols.
6. Ensures efficient, service-oriented office flow by anticipating provider, patient and co-worker needs. Works collaboratively with other clinical and office staff.
7. Monitors, organizes and keeps work areas and examination rooms clean and well-stocked.
8. Maintains medical supply inventory in clinical areas.
9. As directed by professional clinical staff, assists with training and orientation of new staff.
10. Serves as liaison between patient and providers when necessary. Ensures timely and courteous follow-up regarding patient questions.
11. Takes and relays accurate, comprehensive, dated and signed messages in a timely manner.
12. Assists with lifting of patients and medical equipment when required.
13. Attends required meetings and participates in training and committees as requested.
14. Assists with special projects as needed.
15. Other duties as assigned.

ORGANIZATIONAL EXPECTATIONS:

1. Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of both IHA and Trinity Health.
2. Must be able to work effectively as a member of the clinical care team.
3. Successfully completes IHA’s “The Customer” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.
4. Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems.
5. Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.
6. Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.
7. Uses resources efficiently.
8. If applicable, responsible for ongoing professional development

MEASURED BY:

Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.

ESSENTIAL QUALIFICATIONS:

EDUCATION: High School Diploma, GED or between the ages of 15-17 with a valid work permit from their high school.

CREDENTIALS/LICENSURE: Successful completion of a related program and/or current C.N.A., EMT, PCT, etc. preferred. Valid CPR certification.

MINIMUM EXPERIENCE:

POSITION REQUIREMENTS (ABILITIES & SKILLS):

1. Demonstrated competency in obtaining accurate patient vital statistics (height, weight, blood pressure, temperature, etc.) and patient health history.
2. Proficiency in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, email, e-learning, intranet and computer navigation. Ability to use other software as required while performing the essential functions of the job.
3. Excellent communication skills in both written and verbal forms, including proper phone etiquette.

Knowledge of patient care procedures and organizational policies related to position responsibilities.

Ability to prioritize, be well organized, and perform multiple tasks. Must have the ability to organize daily work load, keep assigned providers on time to the extent possible or, to help provider manage changes to their schedule to ensure that all patients receive the highest level of care.

Ability to effectively interact with others and work effectively as a team member.

Ability to solve problems as required by position, including application of critical thinking skills (for example to be able to determine if patient issues require immediate provider attention).

1. Ability to work collaboratively in a team-oriented environment; displays courteous and friendly demeanor.
2. Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, providers, patients, vendors, family members, outside customers and community groups.
3. Ability to cross-train in other areas of practice in order to achieve smooth flow of all operations.
4. Knowledge of the compliance aspects of clinical care and patient privacy and best practices in medical office operations.
5. Ability to handle patient and organizational information in a confidential manner.
6. Ability to monitor, organize, stock, prepare and keep exam rooms clean; maintain medical supply inventory in clinical areas.
7. Ability to drive to other office/practice sites and meeting and training locations.
8. Successful completion of IHA competency-based program within introductory and training period.

MINIMUM PHYSICAL EXPECTATIONS:

1. Physical activity that often requires keyboarding, phone work and charting.
2. Physical activity that often requires time working on a computer.
3. Physical activity that often requires lifting over 50 lbs.
4. Physical activity that often requires handling and lifting patients, walking, bending, stooping, reaching, climbing, kneeling and/or twisting.
5. Physical activity that sometimes requires lifting, pushing and/or pulling up to 100 lbs.
6. Specific vision abilities required include close vision, depth perception, color vision, peripheral vision and the ability to adjust and focus.
7. Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
8. Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.

MINIMUM PHYSICAL EXPECTATIONS:

1. Physical activity that often requires keyboarding, phone work and charting.
2. Physical activity that often requires time working on a computer.
3. Physical activity that often requires lifting over 50 lbs.
4. Physical activity that often requires handling and lifting patients, walking, bending, stooping, reaching, climbing, kneeling and/or twisting.
5. Physical activity that sometimes requires lifting, pushing and/or pulling up to 100 lbs.
6. Specific vision abilities required include close vision, depth perception, color vision, peripheral vision and the ability to adjust and focus.
7. Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
8. Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.

MINIMUM ENVIRONMENTAL EXPECTATIONS:

This job operates in a medical facility and requires regular walking to various locations around the hospital/clinic. Employees will be working where there is patient care equipment. Hazardous materials, including bloodborne pathogens and bodily fluids are also present. Exposure to sharps, x-rays, patients' conditions and some unpleasant sights, smells and contagious diseases are possible. This position requires significant interaction with people (many of whom are scared, hurt and/or ill) which can be stressful and result in competing priorities.