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Responsibilities

LOCATION:

This is an on-site position. SON School Based Health Center on the East Campus.

SUPERVISORY RESPONSIBLITIES:

None

REPORTS TO:

Manger/Director for School Based Health Centers

SUMMARY:

The general function of the SBHC Support Staff is a position functioning as a Health Clinic Technologist II and an OAS. SBHC support staff provide onsite support for individual patients that present to the health center with health care related needs, provides direct medical assistance to the Nurse Practitioners/Providers, performs functions associated with patient information processing and tasks that encompass ambulatory care visits (reception, greeting, registrations, appointments/scheduling, medical records and telephone management. Responsible for accurate and timely input of collected information into the hospital information systems. Ensures patient and staff satisfaction with information processing and reception service.

Will work under the general guidance and direction of the Program Manager and attending NP. Demonstrates ICARE* values in each of the major responsibilities. Must stay in compliance with all University of Rochester, SON, and SBHC’s competencies and training requirements.

NOTE: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Reception 20%

• Coordinate main desk activities. First point of contact for all persons interfacing with clinic either via telephone, fax, email, face-to-face encounter, zoom/virtual.

• Serves as a focal point for handling complaints, serves as front-line problem solver.

• Greets patients to initiate positive ambulatory experience, identifies healthcare provider to be seen, identifies and assess patient’s special needs, and monitors reception area.

• Answer main information telephone line and directs calls appropriately

• Also responsible for check-in for all walk in clinic patients requesting illness visits and or virtual check-ins.

Registration 20%

• Collects patient demographic and financial information from enrollment forms.

• Verifies information accuracy to ensure billable accounts, enters information into hospital information system via automated system.

• Contacts patient and/or parent to collect any missing data and obtain insurance numbers if not provided on enrollment.

• Contacts PCP to request patient records for continuity of care purposes.

• Uninsured patients referred to insurance facilitator if desired.

Appointment Scheduling 20%

• Schedules for providers.

• Schedules and arrives walk-in appointments.

• Complete all insurance checks and follow-up as necessary.

Telephone Management: 5%

• Manages incoming clinic calls, triages calls to various providers.

• Responsible for courteous and efficient telephone communications.

Clinical Assistance to Providers/NP 30%

• Referral and preparation of patients for evaluation by clinic providers.

• Obtains brief summary of patient’s illness or complaint and records it in medical record.

• Provides first aid such as washing minor cuts and applying Band-Aids or providing ice packs as requested.

• Takes temperature, height, weight, blood pressure, heart rate and or respiratory rate for patients prior to them being seen by the clinicians. Documents all data in the medical record.

• Performs vision and hearing screens, and a complete set of vital signs and any ordered point of care testing to prepare patients for complete physical examination visits.

• Disinfects all patient exam tables and clinic countertops at the end of every day and as needed during the day.

• Point of care laboratory testing and phlebotomy

• Processing of lab specimens for pick up by SMH courier

• Send appointment reminders and track down patients who have missed appointments or follow up of specific patients as directed by nurse practitioners/providers

• Performs daily quality control measures for onsite lab tests per SMH policy.

Other Duties 5%

Other duties as assigned

• Medical records management/scanning documents into EMR

• Update School Based Health Centers enrollments lists

• Fax/forward items as requested by NP/Providers/Supervisor

• Represents the clinic at community outreach events in conjunction with Supervisor.

EQUIPMENT:

Computer, telephone, printer, copier, fax, scanner, label printer, vital check machine, vision screener, audiometer, use of appropriate PPE

MINIMUM REQUIREMENTS:

High School diploma or equivalent plus one year of experience in customer focused/service setting or an equivalent combination of education and experience.

High degree of professionalism with excellent communication and strong customer service skills required. Demonstrates efficiency in prioritizing assignments, skill in proactively resolving problems and recommending and implementing continuous quality improvements. Demonstrated efficiency and accuracy in prioritizing assignments and skill in proactively resolving problems and meeting deadlines. Ability to work independently and with minimal direction in a fast-paced, stressful environment required. Efficient and effective multi-tasking skill required. Ability to read, analyze and interpret day to day requests. Ability to carry out instructions provided in a written, verbal or diagram format with minimum supervision. Must have reliable/efficient transportation.

Ability to work with IBM compatible computer/printer hardware and software i.e., Microsoft Office Package especially Excel spreadsheets required.

PREFERRED REQUIREMENTS:

Bilingual- English and Spanish language skills preferred, Associates degree in related health care field or Health Aide, Medical Assistant or Certified Nursing Assistant. Demonstrated skill and efficiency in Flowcast Web, e-Record, and OnBase preferred. Knowledge of medical terminology, procedures and computer experience is preferred. Experience in working with urban populations, also facilitating resource utilization preferred.

PHYSICAL DEMANDS:

Bending, reaching, standing, sitting and lifting of no more than 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to work on-site.

TRAINING/CERTIFICATION EXPECTATIONS:

Must have and maintain current CPR certification.

*For more on the ICARE values go to: http://intranet.urmc-sh.rochester.edu/patient-experience/patient-centered-care/icare-values.asp

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

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Location: School of Nursing
Full/Part Time: Full-Time
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