Patient Care Assistant

Job Summary:

We are seeking a highly skilled Patient Care Assistant to join our team at NYU Grossman School of Medicine. As a Patient Care Assistant, you will play a vital role in providing exceptional patient care and administrative support to our faculty group practice.

Key Responsibilities:

* Greet patients and complete check-in and check-out processes as needed
* Answer phones and schedule appointments
* Address questions or route calls/messages to appropriate contact
* Support efficient patient workflows by escorting patients to exam rooms and preparing rooms for provider visit
* Validate patient medical record per FGP guidelines when accessing and/or updating information
* Take vital signs and record in Electronic Medical Record
* Assist with the collection of lab specimens
* Support FGP access and quality initiatives
* Perform other duties as needed

Clinical Responsibilities:

* Complete necessary intake which includes obtaining patient vital signs and other tests within defined scope of practice as needed.
* Follow guidelines for validating patient medical record when accessing and updating information, including patient name and date of birth.
* Assist with maintaining patient flow to and from exam/treatment rooms. Assist in escorting patients and specimens throughout the facility.
* Ensure exam rooms and treatment areas are cleaned per infection control standards after each patient.
* Communicate the functionality and purpose of MyChart to patients during intake
* Ensure the appropriate translation services or equipment is in place prior to the start of visit
* Prep the appropriate patient encounter ensuring that all relevant information for visit is up-to-date including bloodwork, radiology images, medications, and past medical history.
* Review and import any "Prepare for your Visit", "Outside Information" and patient history prior to provider encounter
* Work with clinical team to ensure logbooks related to equipment, specimen collection and other clinical safety measures are followed per FGP standards.
* Maintain patient privacy as it relates to HIPPA standards.
* Handle appropriate patient calls and documents outcome of all patient communications as needed.
* Assist with in-basket message management including any necessary tasks related to patient medical advice requests as per best practices
* Utilize EPIC functionality to review and update patient records as well as maintain communication with peers and supervisors related to patient care
* Assist providers with procedure and/or set-up according to specialty
* Stock exam/treatment rooms and/or supply closets with medical supplies, linen and medical equipment as needed. Effectively communicate as supplies need to be replenished.
* Clean and sterilize designated equipment after use, according to FGP, IPC, and manufacturer's standards
* Support FGP Clinical Quality Management by facilitating appropriate documentation and maintenance of clinical supplies and equipment.
* Review appropriate downtime procedures as it relates to patient visit
* Complete annual competencies such as Fire Safety, Hazardous Waste, Medsled, HIPPA compliance, etc.

Administrative Responsibilities:

* Responsible for greeting patients and performing intake functions including registration, forms collection, updating information, and co-payment collection.
* Monitor Department Appointment Report (DAR) for checkmate "kick-outs", appointment notes, insurance flags, and/or patients who need further assistance. .
* Gather all patient demographic related data and materials from patients and/or their representatives. Obtain insurance information (ID card, member/group #s, etc.), verify insurance eligibility electronically and collect insurance referral if applicable.
* Advise and/or collect patient and financial related documents and policies for patient visits including HIPAA, NOPP, MSPQ, ABN, Non-Participating, etc. including obtaining signatures where appropriate.
* Enroll patients above the age of 5 to Patient Secure by obtaining the palm scan and a photo.
* Promote the utilization of Check Mate kiosks. Greet and assist patient in using the checkmate kiosk when needed.
* Scan all necessary documents into Epic. Follow scanning guidelines and best practices for uploading outside documents- results, records, forms, etc. Ensure scanned documents are scanned to the correction location/order in Epic and with the correct document type to facilitate ease of locating documents. Report errors or issues arising from checkmate kiosk, patient secure devices, or other equipment to management to facilitate timely resolution
* Monitor waiting areas to identify and communicate wait times
* Perform check-out functions including providing after visit summary information, scheduling follow-up visits and referrals, and collecting any time-of-service payments as needed.Promote the use and sign-up of MyChart
* Answer phone calls and requests in a professional and patient friendly manner.
* Schedule routine appointments and follow ups for visits.
* On subsequent visits or calls, ask patients to verify demographic info and makes any necessary edits. Collects and/or asks patients to sign any missing patient related information.
* Answer patient questions to ensure understanding and patient satisfaction. Refers them, when necessary, to senior level staff or billing representative.
* Address patients and callers in pleasant and a professional manner while screening and/or handling calls. Takes messages or directs caller to appropriate person or area.
* Release medical records in accordance with HIPPA and FGP ROI guidelines. Documents disclosures in EPIC and fulfills requests within a 10 day timeframe.
* Maintain patient privacy as it relates to HIPPA standards.
* Refer all inquiries regarding pre-authorizations/certifications to the appropriate person or area.
* Monitor and complete patient front-end work queues to address any pre or post visit missing information in a timely manner.
* Monitor and complete assigned administrative inbasket messages in a timely manner and according to practice guidelines.
* Remain current on latest best practices, policies and protocols (including workflow updates, FOCUS trainings, and job-related tasks)
* Maintain cleanliness of both personal and patient space, including waiting areas and restocks supplies as needed.
* Demonstrate knowledge of the organization's service standards and incorporates them into the performance duties.
* Provide material such as forms and letters for appropriate patient and/or provider needs.
* Maintain cooperative and professional relationships with physicians, nurses and office and clinical staff as well as access center representatives when applicable.
* Exercise skill in prioritizing assignments in order to complete work in a timely manner when there are changes in workload, assignments, pressures of deadlines, competitive requirements and/or heavy workload.
* Demonstrate communication skills: Using appropriate vocabulary and grammar when obtaining and conveying information to physicians, nurses and staff at various levels; in person, over the phone, in writing and in electronically sent messages.
* Perform other related duties as needed by providers and supervisors.

Patient Experience and Access:

* Serve as NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH Mission, vision and values and promoting excellence in the patient experience, during every encounter.
* Drive consistency in every patient and colleague encounter by embodying the core principles of our FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign-Off)
* Greet patients warmly and professionally, stating name and role, and clearly communicates each step of the care/interaction as appropriate
* Work collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries whether in person, by phone or via electronic messaging.
* Proactively anticipate patient needs, and participates in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalates to leadership as appropriate.
* Shares ideas or any observed areas of opportunity, to improve patient experience and patient access, with appropriate leadership. (i.e. ways to optimize provider schedules, how to minimize delays, increase employee engagement, etc.)
* Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience.
* Takes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles.

Requirements:

* High school graduate or equivalent required. Competencies: Working knowledge of English is evident in verbal, reading and writing abilities; other language an asset; demonstrated ability in computer skills. Minimum of one year of experience as a Patient Care Assistant or Medical Assistant within the last two years. Ability to complete multiple tasks efficiently and thrive in a team work environment which pursues a positive patient care experience..

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