Patient Experience Specialists (Floater) - $19 / hour

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 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 clients.  Refers patients to other community agencies and services, as appropriate. The PES treats all patients in a respectful, compassionate, professional manner, and delivers health care in a way that empowers clients to make informed decisions about their bodies, affirms the decisions they do make, and equips them to build healthy lives and futures.

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 patient 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 patient 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 by accurately and promptly requesting and receiving supplies, and informs the supervisor of any items that need to be ordered.

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 initiatives to meet established productivity and revenue cycle goals.

18. 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.

19. Performs other duties as assigned.

20. Complies with the Workplace and Customer Service Standards, which are a required part of that Organization’s orientation, training and performance standards. 

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. 

-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.

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.