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Patient Experience Specialists - $17.50 / hour (Full Time)

Planned Parenthood South Texas is the region's most trusted name in women's health. Operating 7 health centers, our mission is to provide and protect the information people need to plan their families and their futures. We are seeking dynamic, qualified individuals to join our amazing Planned Parenthood family.



The PES is a full-time position with day-time hours Monday - Friday. We offer excellent benefits that include: medical, dental, vision, disability and life insurance, paid holidays, paid time off, a 401k retirement plan & more!



POSITION SUMMARY:


The Patient Experience Specialist (PES) facilitates the patients’ process at the health center from their arrival to their departure and ensures that the organization’s commitment to equitable, excellent, non-judgmental care is evident in each patient’s experience.  Ensures that medical policies and procedures, protocols, as well as affiliate standards and protocols, are followed. As needed, conducts STI/HIV assessments, patient education, testing and referrals for patients.  Refers patients to other community agencies and services, as appropriate. The PES treats all patient in a respectful, compassionate, professional manner, and delivers health care in a way that empowers patients to make informed decisions about their bodies, affirms the decisions they do make, and equips them to build healthy lives and futures.

 

 

ESSENTIAL FUNCTIONS:

 

1.     Greets patients and visitors, on the phone and in person, in a positive, warm, caring, friendly manner to enhance the overall patient experience.

 

2.     Documents patient information in the Electronic Health Record (EHR) in a complete, accurate and efficient manner, where all patient information is entered immediately at the time of the patient visit, and phone calls are documented in a patient case.

 

3.     Complies with the Health Insurance Portability and Accountability Act (HIPAA) as amended to ensure the privacy of protected health information (PHI / ePHI) in the execution of all job duties. Takes immediate action when a potential breach has occurred.

 

4.     Provides clear and easy to understand patient education and responds to queries about health services. All information is offered in a reassuring but neutral way which is factual and non-directive. 

 

5.     As assigned, conducts pre/post education for patients who request STI/HIV screening, and maintains accurate statistical information while protecting client identity.

 

6.     Performs in-house tests/measurements including but not limited to rapid HIV, urinalysis, hemoglobin, pregnancy tests, flu, strep, venipuncture, blood pressure, height / weight in a complete, accurate and prompt manner. 

 

7.     Collects and processes specimens for external laboratory testing in a complete, accurate and efficient manner, processing as soon as collected.  Ensures patient information is entered in the lab log immediately.

 

8.     Runs laboratory controls, documents and takes immediate, appropriate action when discrepancies occur. 


9.     In collaboration with the Center Manager and Assistant Center Manager, ensures clerical duties including, but not limited to patient visits, closing charts, workflow dashboard, clinical inbox, consents and client logs, as required or assigned are completed in an accurate and prompt manner, according to policy.

 

10.  Complies with Class D Pharmacy regulations when receiving, packaging, labeling, documenting and dispensing medications under the direction of the Pharmacist.  Ensure the “Five Rights” are followed to eliminate medication errors.


11.  Complies with Daily Cash Management procedures in a complete, accurate and prompt manner and takes immediate, appropriate action when discrepancies occur.

 

12.  Refers patients to other medical and social services agencies as appropriate.

 

13.  In coordination with the Clinician, may follow up on abnormal lab results, high risk clients and STD treatment regimens.

 

14.  Complies with inventory management procedures in a complete, accurate and prompt manner, when requesting and receiving inventory and supplies.

 

15.  Ensures that the health center facility is kept clean, organized and that all supplies and patient literature are adequate for day to day operations to enhance the overall patient experience.

 

16.  Assists the clinician during patient exams, as needed.

 

17.  Participates in health center and affiliate efforts to achieve established goals for productivity.

 

18.  Participates in health center and affiliate efforts to achieve established revenue cycle goals.

 

19.  Adheres to affiliate goals and policies on professionalism, wait times in the health centers and on the phone, and the system for addressing patient complaints.

 

20.  Performs other duties as assigned.

 

21.  Complies with the House Rules, which are a required part of the Organization's orientation, training and performance standards.

 

 

QUALIFICATIONS:

 

Education:     High school diploma or GED is required.  Some college preferred.  Medical Assistant certification is preferred.  

 

Experience:   3-5 years customer service experience is highly desired.  At least one year experience as a Medical Assistant or in a health care position preferred. 

 

Skills & Abilities:     

-Excellent customer service skills with the ability to provide an exceptional patient experience for all!

-Excellent communication and interpersonal skills to interact well with all patients, guests, co-workers and supervisor.

-Bilingual in Spanish preferred.

-Phlebotomy skills.

-Fully functional in general computer use, with the demonstrated ability to effectively maintain complete and accurate Electronic Health Records (EHR) is required.

-Demonstrate competence and conscientiousness.

-Possess good work habits.

-Access to personal, reliable transportation required.

-Sensitive and competent regarding issues of multiculturalism.

-Comfortable with issues of sexual and reproductive health.

-Able and willing to work for an Organization that supports a patient's right to make personal decisions regarding health care including their right to choose what option is best for them if faced with an unintended pregnancy.

-Demonstrates a strong, personal commitment to the Organization's position on customer service, internally and externally, for all clients, all services and all departments.



Planned Parenthood South Texas is an Equal Opportunity Employer

At Planned Parenthood, our goal is for all individuals to feel a sense of belonging. We strongly embrace diversity and appreciate the differences - the varied perspective, reflection and insight - each individual brings to Planned Parenthood. We are an organization of inclusion - with equity, equality, and respect given to all individuals - regardless of their race, ethnicity/culture, color, national origin, citizenship, language, religion, sex/gender, gender identity or expression, sexual orientation, age, physical characteristics, disability, genetic information, marital or relationship status, pregnancy or pregnancy-related conditions, socioeconomic position, military/veteran status, or any other characteristic protected by law. At Planned Parenthood, we are all In This Together.



Please visit www.ppsouthtexas.org to learn more about the important work we are doing at Planned Parenthood.



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What You Should Know About Patient Experience Specialists - $17.50 / hour (Full Time), Planned Parenthood South Texas

At Planned Parenthood South Texas, we’re excited to welcome a new Patient Experience Specialist (PES) to our dynamic team! This full-time role, located in beautiful San Antonio, TX, offers a fantastic opportunity for individuals who are passionate about women's health and providing outstanding patient care. As a PES, you’ll be the friendly face that greets our patients, ensuring they have a seamless and supportive experience from arrival to departure. Your responsibilities include documenting patient information accurately, educating patients on health services, and conducting various health assessments. We value compassion and professionalism, so you’ll be empowering our clients to make informed choices about their health. With a focus on equity and non-judgmental care, your work will be instrumental in fostering a welcoming atmosphere at our health center. The perks? You’ll enjoy a competitive pay of $17.50 per hour, benefits like medical and dental coverage, paid time off, and a 401k retirement plan. If you’re someone who has excellent customer service skills, a knack for communication, and a commitment to creating a positive patient experience, we’d love to hear from you! Join us at Planned Parenthood South Texas, where we are all about ensuring that everyone feels respected and valued as they navigate their health journeys.

Frequently Asked Questions (FAQs) for Patient Experience Specialists - $17.50 / hour (Full Time) Role at Planned Parenthood South Texas
What are the responsibilities of a Patient Experience Specialist at Planned Parenthood South Texas?

As a Patient Experience Specialist at Planned Parenthood South Texas, you will play a vital role in guiding patients through their visit. This includes greeting patients warmly, documenting their information in the Electronic Health Record system, providing patient education regarding health services, and conducting assessments like STI/HIV screenings. You'll also ensure compliance with privacy regulations and help maintain a clean and organized health center environment.

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What qualifications are needed to become a Patient Experience Specialist at Planned Parenthood South Texas?

To qualify for the Patient Experience Specialist position at Planned Parenthood South Texas, candidates should have a high school diploma or GED, with some college preferred. While medical assistant certification is not mandatory, it is preferred. A minimum of three to five years of customer service experience is highly desired, along with at least one year in a healthcare role. Bilingual candidates, especially in Spanish, will have an added advantage.

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What skills are crucial for a Patient Experience Specialist at Planned Parenthood South Texas?

A successful Patient Experience Specialist at Planned Parenthood South Texas should possess exceptional customer service and communication skills. Interpersonal skills are vital as you will interact with diverse clients. Additional skills include proficiency in Electronic Health Records, a commitment to confidentiality, and the ability to address sensitive issues related to sexual and reproductive health with sensitivity and respect.

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Are there growth opportunities for Patient Experience Specialists at Planned Parenthood South Texas?

Absolutely! At Planned Parenthood South Texas, we are committed to the professional development of our staff. As a Patient Experience Specialist, you can gain valuable experience in healthcare and patient management, which may lead to opportunities for advancement within the organization. Ongoing training and support ensure that you are well-equipped to grow in your career.

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What is the work schedule like for a Patient Experience Specialist at Planned Parenthood South Texas?

The Patient Experience Specialist position at Planned Parenthood South Texas is a full-time role with daytime hours from Monday to Friday. This schedule is designed to promote a work-life balance while allowing you to engage fully with our patients during the health center’s operational hours.

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Common Interview Questions for Patient Experience Specialists - $17.50 / hour (Full Time)
What motivates you to work as a Patient Experience Specialist?

When answering this, emphasize your passion for women's health and dedication to providing exceptional patient care. Mention your desire to create a welcoming atmosphere where patients feel empowered to make informed healthcare decisions.

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How do you handle difficult patients or challenging situations?

Share a specific example if possible. Focus on your ability to remain calm, listen actively, and address the patient's concerns with empathy and professionalism. This shows your resilience and commitment to customer service.

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Can you describe your experience with Electronic Health Records?

Discuss any previous roles where you utilized EHR systems, highlighting your attention to detail and commitment to maintaining accurate patient information. Mention your ability to learn new technologies quickly.

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What do you think is the most important aspect of patient experience?

Answer by stating that a warm welcome and clear communication are vital. Emphasize the importance of respecting patient autonomy while ensuring they are well-informed about their health choices.

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How do you prioritize your tasks during a busy day?

Explain your organizational skills and your ability to remain focused under pressure. Mention techniques you use to juggle multiple responsibilities, ensuring that all patient needs are met efficiently.

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How would you educate a patient about a sensitive health issue?

Discuss your approach of being respectful, informative, and reassuring while providing factual information. Highlight your ability to tailor the discussion to the patient’s level of understanding.

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What does compassion in healthcare look like to you?

Describe compassion as actively listening to patients, understanding their fears and concerns, and responding with kindness and understanding. Share a relevant example if you have one.

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How do you ensure compliance with HIPAA regulations?

Discuss your understanding of HIPAA standards and the importance of patient privacy. Mention specific practices you follow in previous roles to protect sensitive information.

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What is your experience with conducting health assessments?

If applicable, discuss your experiences performing assessments like STI/HIV screenings. Highlight your training and ability to provide clear information while protecting client confidentiality.

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Why do you want to work for Planned Parenthood South Texas?

Express your alignment with the mission of Planned Parenthood and your enthusiasm for contributing to women's health. Highlight how your values and skills are a perfect match for their goals.

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EMPLOYMENT TYPE
Full-time, on-site
DATE POSTED
December 8, 2024

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