SRHCA

Planned Parenthood Southeastern Pennsylvania; Philadelphia (Philadelphia County); On-site; USD 32,000 - 46,000; Full time

Job summary

Planned Parenthood Southeastern Pennsylvania is seeking a Surgical Reproductive Health Center Assistant to greet patients, register and verify insurance, collect fees, and provide counseling on birth control and pregnancy options. You will assist clinicians, support the recovery area, and help maintain accurate patient records in a fast-paced environment.

The role requires at least a high school diploma and two years of customer service experience, with healthcare exposure preferred.

Qualifications

• High School Diploma or GED required.
• Minimum of two years of customer service experience required.
• Healthcare experience preferred.
• Bilingual (English/Spanish) candidates may receive bilingual pay.
• Ability to perform data entry with accuracy and handle payments.

Responsibilities

• Greet patients and visitors in a positive, friendly manner.
• Register patients and verify insurance coverage; inform about costs and copays.
• Collect patient fees and create payment plans.
• Provide non-judgmental counseling on birth control and pregnancy options.
• Assist physicians in the procedure room and support recovery area.
• Perform lab tasks and note results; communicate clearly with patients.
• Prepare and maintain patient charts and electronic records.
• Maintain a clean, organized front desk and clinical areas.
• Complete day-end financial procedures and deposits.

Skills

Customer service

Communication

Data entry

Attention to detail

Bilingual English/Spanish

Education

High School Diploma or GED

Tools

Electronic Medical Records (EMR)

Job description

PRIMARY FUNCTION/PURPOSE OF THE POSITIONAs an initial contact with patients and the public, the Surgical Reproductive Health Center Assistant (SRHCA) represents our commitment to superior customer service and top-quality medical care. As a member of a fast-paced and closely-coordinated work team, participates in achieving established goals for productivity and quality and risk management. In the performance of all front and back office duties, adheres to PPSP mission, policies, procedures, and medical standards and guidelines, as well as relevant federal and state regulations.It has been determined that the position of SRHCA requires the performance of certain duties that place the employee at risk of an occupational exposure. For a list of these position-specific duties, see Occupational Exposure Determination of the Policy & Procedure Manual (Sect. XVI-B).DUTIES AND RESPONSIBILITIESCustomer serviceGreet patients and visitors in a positive, friendly mannerAnticipate patient needs and take action to increase satisfaction from beginning to end of visitMaintain and protect the confidentiality of patient informationPresent pre-procedure informational group sessionsDemonstrate a commitment to PPSP’s core values of commitment, health, inclusion, respect and fairnessFront desk (reception and check-out)Register patientsVerify and document insurance coverage; inform patients of anticipated costs, including co-pays and prescriptionsMonitor, manage and keep others informed about patient flow, to ensure optimal patient care and satisfactionCalculate and collect patient fees; create payment plans with patientsSurgical Reproductive Health Center Assistant Job Description Page 2 of 4CounselingPerform medical and social history intakeProvide supportive, non-judgmental counseling, to include factual, unbiased information on birth control, sexual behavior risk reduction and pregnancy options. Facilitate an informed consent. Provide post-abortion instructions and referralsSurgical proceduresPrepare and clean all equipment used in surgical procedures, and maintain appropriate documentation.Assist the physician in the procedure roomAssist the recovery room nurse to monitor vital signs and discharge patientsPerform macroscopic examination of tissue post-surgery. Prepare specimens for storage or transportLab and follow-upPerform lab work, including (but not limited to) venipuncture, pregnancy, blood pressure, hemoglobin, weight and height; clearly communicate to patient about which tests are being performed, and why. Maintain accurate records of all lab results.Follow-up with patients with adverse medical reports; provide education and referrals as directedPatient recordsPrepare and assemble patient charts and maintain chart filing systemEnter patient data into electronic Patient Management System; participate in migration to Electronic Medical RecordsComplete paper and electronic charting promptly, accurately and thoroughly, and audit as requiredGeneral center operationsDisplay initiative in maintaining an attractive and clean environment, including waiting room, lab, exam rooms and reception areaPerform basic center operations, including (but not limited to) answering phones; making appointments; routing incoming mail and faxes; filing, copying and transmitting records; completing forms; submitting reports; maintaining adequate and organized stock of suppliesComplete day-end financial procedures, such as payment reconciliation and preparing depositsCenter, department and agency goalsComply with all state laws regarding mandatory reportingComply with all state laws governing abortion servicesParticipate in staff meetings, trainings and auditsAssist in training of new employees and volunteersAccept individual responsibility for, and participate in, efforts to achieve center, department and agency goalsPerform other duties as assignedSurgical Reproductive Health Center Assistant Job Description Page 3 of 4PROBLEM-SOLVING:Independently solves routine questions and/or problems by selecting solutions from a variety of established standards or procedures. On matters beyond job scope, knowledge or experience (e.g. medical issues, facility or equipment needs, staffing questions), consults Center Manager or Assistant Manager and/or licensed personnel.FISCAL RESPONSIBILITY:Calculates patient fees, requests and collects fees for service, enters data in computer that composes the patient account and generates payment required for services. Communicates clearly with patients about what services are being charged. Processes credit cards, collects checks and cash. Reconciles payments with computer system at end of day, including accounting for cash kept in drawer. Makes bank deposits and small purchases with petty cash.CONTACTS:Counsels and educates diverse customers seeking health services or health-related information, and may interact with their family members and friends. Interacts with vendors for deliveries and repairs. Meets with community members, including center-based volunteers. Works very closely with other members of the patient care team, at home center and other centers. Has extensive contact with staff throughout the agency, in departments including Finance, Facilities, IT and Purchasing.SUPERVISION:Supervision responsibilities may include training other staff on SRHCA tasks, providing direction and oversight to on-call SRHCAs, and/or acting as charge person in the absence of a Center Manager.The schedule for this postion is Wednesday 8:00AM - 3:00PM, Thursday 8:00AM - 3:00PM, Friday 8:00AM - 1:00PM and Saturday 8:00 AM - 3:00 PMKNOWLEDGE, SKILL AND ABILITY:Technology skills: Ability to perform data entry with a high degree of accuracy; ability and willingness to use email as an essential work tool; basic to intermediate word processing skillsMath skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to handle money, including making change and calculating balancesWritten language: Ability to read and understand documents such as safety rules, operating and maintenance instructions, and procedure manuals; ability to accurately document patient responses, and complete routine reports and correspondence, using clear, concise, objective language and correct grammar and spelling; ability to learn and use medical terminology, including approved abbreviationsSurgical Reproductive Health Center Assistant Job Description Page 4 of 4Oral communication: Ability to inform and explain in a factual, polite and highly-professional manner, with a strong focus on completing tasks pleasantly and correctly; extremely strong listening skills, with ability to summarize accurately and seek clarification and confirmation patiently and efficientlyCustomer service: People-focused, service orientation, with a warm, caring manner; ability to communicate effectively and respectfully with people of diverse cultures and backgrounds; skill in resolving basic complaints in a calm, professional and customer-focused mannerWork style: Exceptionally strong attention to detail; willingness and ability to adhere strictly to standard procedures; accountability for highly-precise processes and high-quality results; ability to exercise care when performing repetitious activities; ability to work quickly in order to meet deadlines and productivity expectationsLearning style: Drive to learn new information and systems; commitment to complete training requirements within mandated timeframes; interest in continuously expanding knowledge and skills to increase effectiveness and adapt to change; ability to learn and perform basic lab tests including venipuncture, CPR certification trainingTeamwork: Interest in sharing authority, responsibility and accountability with others; commitment to assuring that own tasks and shared tasks are completed in a timely and accurate fashionWork schedule and location: Ability and willingness to travel to locations other than home center; ability and willingness to work evenings and Saturdays, and flexible hours as requiredEDUCATION, EXPERIENCE, TRAINING AND CERTIFICATION:High School Diploma or GED requiredMinimum of two (2) years of customer service or related experience requiredPrior experience or demonstrated interest in health care preferredBilingual candidates: to qualify for incremental bilingual rate, successful completion of PPSP-mandated language assessment requiredKEY REQUIREMENTS:Commitment to advancing race(+) equity in one’s work: interested in expanding knowledge about the role that racial inequity plays in our societyAwareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactionsDemonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learnStrong sense of accountability to equitable practicesUnderstanding of the impact of identity dynamics on organizational cultureCommitment to PPSP’s In This Together service ethos, workplace values, and service standardsPHYSICAL/MENTAL/COGNITIVE REQUIREMENTS:Ability to sit for extended periods of time while working at a computer or desk.Manual dexterity for typing, filing and handling office equipment such as telephones and copiers.Occasional lifting, carrying, or moving objects up to 15 pounds.Visual acuity for reading documents, data entry, and viewing a computer screen.Ability to focus and maintain attention to detail in a fast-paced environment with frequent interruptions.Strong organizational and time management skills to handle multiple tasks and meet deadlines.Critical thinking skills for problem solving, data accuracy, and handling inquiries.Effective communication skills, both written and verbal, for interacting with coworkers, management, and external clients.Ability to follow instructions, adhere to company policies, and handle confidential information with discretion.