Urgent Care Technician/Customer Service Representative
The Urgent Care Technician abides by the companies specified boundaries of duty and performs only those acts, functions or tasks that the Urgent Care Technician is qualified, trained, knowledgeable and/or skilled to perform, per the direct order and supervision of the Provider on duty as allowable by the Provider’s delegation authority. The Urgent Care Technician accepts responsibility for individual actions and continued competence. The Urgent Care Technician will complete all competencies and proficiency training required by company policy.
Essential Duties and Responsibilities include the following:
Maintains appropriate clinical standards. Follows the policy and procedures as written in the Company Policy and Procedure Manual.
Recognizes the patient’s individual rights and cultural diversity; aids the patients in their right to be informed and to participate in making decisions in all aspects of their medical care and treatment.
Administers appropriate high-quality patient-focused health care.
Patient care functions may include triage/check-in assessment and discharge, CLIA waived point of care testing, medication administration per direct order and supervision of the provider, wound care, splinting application and other treatments ordered by the provider.
Certified Phlebotomists serving in the capacity of Nurse Technician are permitted to perform the duty of peripheral venipuncture per the direct order and supervision of the provider on duty.
Initiates a patient education plan according to the individualized needs of the patient, as prescribed by physician, including patient and family instruction; ensures that all aspects of care have respect for personal values and beliefs and are focused on the individual needs of each patient.
Maintains all clinical documentation including quality control and compliance logs required by company policy and applicable regulatory agencies.
Accurately, efficiently, and completely document all clinical patient care data.
Utilizes all equipment, supplies, facilities, and resources of the Company in a prudent and efficient manner.
Assists nurse and provider on duty at all times during a shift, including, but not limited to, the unpacking of supplies and maintaining of the general aesthetics of the clinic. Cleans instruments and equipment per company guidelines, maintains stock in all exam rooms before, during, and after each shift. Assists in turning over exam rooms, procedure rooms, and treatment rooms immediately after a patient is discharged from that room. Assists non-ambulatory patients to and from the building.
Follows all scripting provided for patient interactions.
Receives incoming telephone calls with provided scripting, exercises judgment to prioritize calls, and courteously direct calls to the appropriate personnel in a prudent and efficient manner.
Greets patients in a friendly manner and collects insurance card and Identification. Communicate with patient you are verifying their insurance. Respectfully asks the patient to fill out the patient information form to obtain and record name, address, age, persons to notify in case of emergency, attending Physician, pharmacy, and individual or insurance company responsible for payment of bill.
Enters patient admitting information into computer and adds patient on clinic schedule.
Receives payment on account and performs necessary accounting duties in accordance with the standard procedures of the department.
Responsible for daily ledger balancing and preparation of bank deposits.
Participates in department quality improvement activities, staff educational programs, attends departmental meetings, and demonstrates and maintains clinical competency in the delivery of patient care services in accordance with Company guidelines.
Other duties as needed.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
To perform the job successfully, an individual should demonstrate the following competencies:
Technical Skills - Strives to continuously build knowledge and skills; shares expertise with others.
Customer Service - Responds promptly to customer needs.
Interpersonal Skills - Maintains confidentiality.
Oral Communication - Responds well to questions; participates in meetings.
Written Communication - Presents numerical data effectively.
Teamwork - Balances team and individual responsibilities; contributes to building a positive team spirit.
Quality Management - Demonstrates accuracy and thoroughness.
Business Acumen - Understands business implications of decisions; displays orientation to profitability.
Cost Consciousness - Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources.
Diversity - Promotes a harassment-free environment.
Ethics - Keeps commitments; works with integrity and ethically; upholds organizational values.
Organizational Support - Follows policies and procedures.
Judgment - Exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
Motivation - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles.
Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; organizes or schedules other people and their tasks.
Professionalism - Reacts well under pressure; accepts responsibility for own actions; follows through on commitments.
Quality - Monitors own work to ensure quality.
Adaptability - Changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
Dependability - Keeps commitments; commits to long hours of work when necessary to reach goals.Requirements:
Education and/or Experience A minimum of a High School Diploma or equivalent is required.
Language Skills Ability to read, analyze, and interpret technical procedures or governmental regulations. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Reasoning Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills To perform this job successfully, an individual should have knowledge of EMR DocuTap, Excel Spreadsheet software and MS Word Processing software.
Other Skills and Abilities Ability to maintain and demonstrate proficiency of skills. Basic Life Support (CPR) is required.
Physical Demands 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.
While performing the duties of this job, the employee is regularly required to stand or walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear; reach, stoop, bend, kneel, and/or crouch. The employee must frequently lift supplies and/or equipment and may be responsible for lifting, positioning, and/or transferring patients.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet to moderate. The employee may be exposed to infectious or contagious diseases and a variety of electromechanical hazards.
The above job description is intended to describe the general nature and level of work being performed in the described position. This document is not intended to be an exhaustive list of all position duties and skills required of the individual classified in this position.
MercyOne Urgent CareBaton Rouge, LA
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