Patient Care Assistant

Planned Parenthood League of Massachusetts (PPLM) has a simple mission: Care. No Matter What. PPLM has been a leader in promoting sexual health for more than 90 years and we strongly believe that all people deserve care no matter who they are, where they live, or who they love. As the state’s leading provider of sexual and reproductive health services, we educate families and empower youth to make responsible choices. We do all this because we care passionately about helping people lead healthier lives.
With more than 600 health centers across the country, Planned Parenthood organizations serve all patients with care and compassion, with respect, and without judgment, striving to create equitable access to health care. Through health centers, programs in schools and communities, and online resources, Planned Parenthood is a trusted source of reliable education and information that allows people to make informed health decisions.
The Float Patient Care Assistant (FPCA) provides the full scope of patient-facing tasks and work as needed throughout the course of the patient visit. Float Patient Care Assistants are trained in the key tasks and responsibilities at both the front desk/lobby, and within the health center. Float Patient Care Assistants provide empathetic and appropriate professional care to each patient and communicate information efficiently and effectively with a friendly and compassionate disposition. They handle detailed work with precision and accuracy while using good judgment in determining how to handle difficult patient interactions (including determining when to escalate problems to management).
When working at the front desk, the person in this role will serve as the first contact between external clients and PPLM. They will handle patient check-in, check-out, and supply sales at the front desk of PPLM’s health centers. Additionally, they will respond to external inquiries, schedule appointments when indicated, and perform administrative tasks to support PPLM’s health centers. When working inside the clinic, they will function in a variety of roles including taking vital signs and medical history, medical assisting, laboratory assisting, patient information and support, and recording information in electronic patient medical records, logs, and databases. The Float Patient Care Assistant provides excellent customer service and responds to patient needs using good judgement, a caring attitude, and accurate documentation. Float Patient Care Assistants handle patient check-in, check-out, and supply sales at the front desk of PPLM’s health centers. Additionally, Float Patient Care Assistants schedule appointments when indicated, and perform administrative tasks to support PPLM’s health centers.

Responsibilities:

• Welcomes patients, guests, and escorts into the health center as the first point of contact.
• Documents information in electronic health record, follows HIPAA guidelines and maintains professional confidentiality of all patient health information.
• Check-in and check-out patients for their visits while performing verification, accuracy, and eligibility of insurance and other revenue cycle functions as needed.
• Answers patient, visitor, and escort questions and maintains presentation in the waiting area.
• Processes refill requests and/or handles sales of contraceptive supplies.
• Handles cash and batch reconciliation.
• Responds to intraoffice telephone calls, portal messages, and in-person questions.
• Assists in on-boarding training of new staff through observations, explanation, and demonstration of tasks.
• Assists colleagues in troubleshooting complex or challenging patient interactions, as able. Follow service recovery framework and escalate to managers or clinical staff as appropriate.
• Responds positively to directives or requests from management team, physicians, clinicians, and nurses to ensure high quality and efficient patient care.
• Takes accurate vital signs and medical history.
• Educates and provides information to patients to aide in securing informed consent for medical services offered per medical protocols.
• Manages any incoming tasks to the electronic medical record as assigned.
• Assists clinicians and provides patient support in GYN and/or abortion procedures and in the recovery room.
• Monitors appointments to ensure appropriate scheduling, and contacts patients prior to their appointments or assists with rescheduling as assigned.
• Cleans and stocks health center in accordance with protocols, standards, and OSHA regulations.
• Performs waived and moderately complex lab testing and maintains accurate lab data.
• Handles medical waste and prepares specimens in accordance with protocol for disposal and/or federal and government guideline