PERFORMANCE AREA 1: Focus on Participants: Responds to and connects effectively with participants. Listens to our customers, treats them with respect, gives them the quality they expect and deserve and responds immediately to their problems and needs.
- Listens attentively to participants' needs and concerns communicating the appropriate information to the appropriate team member while adhering to HIPAA guidelines.
- Consistently secures and protects patient information: keeps paper files out of reach of patients/public. Where active, takes steps to ensure electronic patient information is kept confidential. This is done by activating screen saver, minimizing screen when leaving the area, or log off when walking away from computers for any period of time.
- Supports the patient experience by taking initiative to keep patient informed of the events of the day, any upcoming procedures and requirements, facilitates participant focus, involvement, and cooperation.
- Makes return appointments as appropriate.
- Communicates with Transportation Coordinator to understand any delays in transportation services for participants and works to reduce related participant concern.
- Acts as a liaison between participants and staff to ensure timely, safe hand off.
- Routes all formal patient complaints/grievances to Center Manager or Director. Solves what problems they can at "point of contact.
PERFORMANCE AREA 2: Focus on Participant Flow: Maintains effective smooth participant flow. Is also responsive to needs of patients, clinicians, and team members.
- Maintains open communication with the team, routinely checks status of participants waiting and relays status to the providers.
- Communicates with Health Center Manager to help resolve any participant issues or bottlenecks with rooming patients.
PERFORMANCE AREA 3: Focus on Clinicians: Maintains effective assistance to and communication with providers.
- Works in conjunction with the Medical Assistant for walk-in patients (i.e., obtains and documents patient chief complaint and presents to Medical Assistant for next steps to determine if patient is to be seen. Infection control practices are followed in the event that the participant is contagious.
- Alerts Interdisciplinary team of possible complicated visits so they are prepared.
- Organizes, orders and maintains office supplies for PACE staff.
PERFORMANCE AREA 4: Focus on Teamwork: Shows consideration through consistent participation: ready at work on time and consistently prepared. Fully and clearly discloses key information to any team member in order to facilitate getting work done, problems solved, decisions made, etc. Maintains confidentiality in essential matters, such as patient information, staff salaries, and personal issues.
- Internalizes attendance policies and makes effective and workable decisions for self, families and service delivery as demonstrated by consistently reporting to work on time.
- Demonstrates consistent support and cooperation with all staff members, regardless of unit, department, or level.
- Promotes mutual respect and allows others to get their work done by limiting interruptions.
- Fits in well with team and works well with peers.
- Demonstrates self-initiative and self-motivation to help the team with work flow; good team player. Acquires and maintains the knowledge and skill necessary to work in all service suites.
- Supports the UHC code of conduct by consistently demonstrating integrity and honesty in working within the team.
- Participates in health center in-services and meetings; listens to and respects others' ideas.
- Demonstrates good problem-solving skills, offer input/ideas when generating solutions.
- Various other duties as assigned by Health Center Manager/Center Manager. Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally either verbally or in writing.
- Maintains good rapport with outside vendors and specialty offices.
PERFORMANCE AREA 5: General Corporate Expectations: Attends and actively participates in all meetings (e.g., department meetings, program meetings, employee staff meetings) and other activities as required or assigned.
- Attends workshops/seminars as necessary to increase skills and knowledge to provide effective care, treatment, and/or leadership.
- Supports the overall needs of the health center by working flexible or extended hours when necessary.
- Supports the needs of the health center by traveling to other UHC clinics when staffing needs dictate the need for personnel.
- Demonstrates awareness of, and compliance with, organizational mission and objective of UHC to provide health care access and support services for all members of the community.
- Supports their own staff development by completing the required hours of continuing education each year.
- Other work-related duties as assigned by supervisor. Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally either verbally or in writing.
- Maintains confidentiality and respect for information regarding patients and other team members; abides by UHC Rules of Confidentiality and general HIPAA regulations regarding privacy.
- Displays a positive, professional and respectful demeanor at all times toward employees, peers, professional contacts, and patients served, maintaining a professional appearance and positive image for the health centers.
- Contributes to the team by promoting positive staff interaction, maintains open communication with other programs/departments.