Overview
The Reproductive Health Assistant, Lead (RHA, Lead) is an essential part of the healthcare team providing comprehensive health education and direct patient care, demonstrating a positive, cooperative manner, and a willingness to assist team members when needed. The RHA, Lead assists the Health Center Manager (HCM) to ensure a cohesive, patient-focused and productive center. This position serves in an assistant leadership role under the direction of the HCM and provides high-quality, responsive, and efficient patient care delivery in a clean, safe and comfortable health center. The RHA, Lead has significant impact on patient experience and is expected to view services through the patient’s eyes to serve patients promptly, completely and in a friendly manner. Understands and complies with organization and health center protocols, policies and procedures. In addition, follows organization risk management and safety procedures. Supports the organization’s strategic plan and workplace inclusion initiatives. Ensures productivity expectations, customer service, and compliance standards are maintained. Abides by the organization’s mission in performing job duties. Demonstrates an understanding and commitment to PPGT’s culture of quality, safety and risk awareness.
Responsibilities
Assists Health Center Manager in supervising the daily operations of assigned Health Center, including the control of patient flow, management of team member schedules, all recordkeeping duties, and provision of direct patient care.- Assumes responsibility for Health Center operations in the absence of the HCM, including but not limited to handling agency revenue, daily minor reporting log, and ensuring health center opening and closing duties are completed.
- Participates in clinic’s productivity and revenue goals, as demonstrated by actions taken to ensure that walk-ins are seen and that patients requesting additional services are scheduled to have their needs met during their current visit whenever possible; efficiently stocks exam and education rooms, prepares patients by asking them reason for their visit and performs preliminary functions to facilitate patients’ visit, and provides appropriate education.
- Develops expertise in use of affiliate computer/electronic systems such as NextGen, Luma, Humanity, and other center tools.
- Maintains constant monitoring of health center including front and back office, particularly during peak service times. Continuously communicates with staff about workflow and patient flow. Recognizes bottlenecks and maintains an awareness of clinic flow and visit cycle times and contributes to the efficient delivery of care by working with a sense of urgency to respect the time of patients and increase access to services.
- Performs a variety of responsibilities in direct patient care including but not limited to: greeting patients promptly and in a welcoming manner, providing high quality care, interviews patients and obtain medical history information, provides education to patients regarding the purpose of their visit, performs patient check-in and check-out, accurately updates patient charts, confirms that all medication, equipment and supplies are stocked in health center including sterile instruments, assists with patient discharge instructions.
- Works with patients to collect documented informed consent, ensuring patients have an opportunity to read consents before signing, and are provided verbally with the limits of confidentiality.
- Provides comprehensive education, accurate information and answers questions objectively about medical services offered at the affiliate including but not limited to birth control, sexually transmitted infections, gender affirming care, and pregnancy in a caring, non-biased, non-judgmental and non-directive manner.
- Trains new or existing non-licensed health center staff in all job functions/duties/protocols, etc.
- Provides pregnancy-options counseling in a comprehensive, non-directive and non-coercive manner. Ensures that a patient having a pregnancy test is educated on all options including parenting, adoption and abortion and receives accurate information and appropriate referrals.
- Performs blood draws (venipuncture) and intramuscular (IM) injections.
- Follows PPGT policies and procedures, including educating and counseling patients in reproductive health matters; performing routine lab tests; utilizing electronic practice management (EPM/EHR) system to schedule appointments, register patients, and accurately post charges for services.
- Provides contraceptive supplies, prescribed medications as ordered by the clinician per PPGT guidelines, and Texas State Board of Pharmacy dispensing rules.
- Participates actively in the management of inventoried items such as pharmaceuticals, medical instruments, and medical supplies. Maintains laboratory, sterilization, temperature and cleaning logs.
- Sets-up and cleans laboratory area and exam rooms including maintaining a clean, neat arrangement; collecting and washing instruments; properly disposing of all trash; maintaining medical supplies and equipment in examination and laboratory areas.
- Accepts individual and joint responsibility for, and the efforts to achieve health center annual goals regarding number of patients served, patient waiting time, appointment show rate, accuracy in the execution and recording of patient payments, customer satisfaction etc.
- Understands and complies with regulations from all governing entities and health center protocols including but not limited to Patient Rights, Child Abuse identification and reporting, infection control, laboratory protocols, emergency evacuation, risk management, and Occupational Safety and Health Administration (OSHA) safety standards.
- Embraces the organization’s ‘In This Together customer service standards and uses them with internal and external customers, every person, every time.
- Has unrestricted access to patient protected health information (PHI) on paper and electronic forms health records for purposes of treatment, payment, and/or healthcare operations. The use of a patient’s protected health information should be limited to information needed for the specific task that is being performed or requested by the individual patient. Disclosure of any patient information must be for purposes of treatment, payment or healthcare operation OR must be accompanied by a valid patient authorization. Must adhere to minimum necessary rule.
- 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.
Qualifications
High School Diploma (or equivalent) + 3 years of relevant experience; or Associate’s or Bachelor’s degree + 2 years of relevant experience.
- Relevant experience: medical/clinic assistant, certified nurse assistant (CNA), phlebotomist, emergency medical technician (EMT), patient care technician providing direct patient care, medical scribe, clinic front-desk, lab assistant in a clinical environment or supervisory experience.
- A medical assistant/certified nurse assistant/phlebotomy/emergency medical technician (EMT) certificate, national certification or diploma from fully accredited educational program as identified in the Database of Accredited Postsecondary Institutions and Programs may be substituted for up to 6 months of experience. Note: Advanced education or applicable certification will not exceed a total of 1 year of relevant experience). Preferred experience: health center/clinic lead, Electronic Practice Management system or Electronic Health Records system experience (EPM/EHR).
Agency Standards
Must have excellent computer skills with knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and Internet. Must have the willingness and ability to adapt to change including advances or new technology. Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction.
PPGT is an equal opportunity employer. We strictly prohibit unlawful discrimination of any kind, including discrimination on the basis of age; race, color, ancestry, national origin, or ethnicity; citizenship status; sex or gender; gender identity or gender expression or transgender status (including the individual's actual or perceived sex and the individual's gender identity, self-image, appearance, behavior, or expression); sexual orientation (including actual or perceived heterosexuality, homosexuality, bisexuality and asexuality); mental or physical disability; AIDS, AIDS Related Complex, or HIV status; perception of risk of HIV infection; or association with individuals who are believed to be at risk; religion or creed; genetic information; pregnancy status, including related medical conditions; marital status; past, current, or prospective service in the uniformed services; or any other basis protected by law. We are a drug-free and tobacco-free workplace.
Applicants have rights under the Federal Employment Laws. To view these notices, please click on the following links: Family and Medical Leave Act (FMLA) poster: Equal Employment Opportunity (EEO) poster; and Employee Polygraph Protection Act (EPPA) poster.
Required Knowledge, Skills, and Abilities
Must be able to work all health center hours of operation including evenings and weekends.- Must be able to travel as required.
- Fluency in Spanish/English may be required (if a job requirement it is documented in your employee records).
- Strong organizational skills and ability to multi-task.
- Ability to exercise initiative, sound judgment, and problem-solving techniques in the decision-making process.
- Embraces innovation and champions change initiatives supporting the team to adapt and grow.
- The ability to set the tone for respectful, ethical, and professional communication by consistently demonstrating the behaviors expected of others.
- Must be able to build strong, respectful relationships with peers and foster collaboration and teamwork.
- Capable of inspiring action and alignment without relying on formal authority.through credibility, trust, and clear communication, without a direct supervisory role.
- Maintains an ownership mindset, taking responsibility for tasks, outcomes, and the overall success of the health center, and modeling accountability for others.
- Ability to provide effective, equitable, understandable, and respectful quality care and services that are responsive to the diverse cultural health beliefs and practices, preferred language, health literacy and other communication needs.
- Ability to work effectively as a team member.
- Ability to effectively use organization’s computer systems.
- Be discreet and safeguard confidential information.
- Possess integrity and compliance – can be relied upon to act ethically.
- Industry Awareness: Remains aware of Planned Parenthood Federation of America (PPFA) accreditation standards and of the reproductive health environment’s regulatory compliance requirements. Understands how accreditation standards, regulatory agencies, funding, the external marketplace and competitive environment drives change within the organization.
- Work Management: Effectively manages time as a resource; establishes realistic priorities; schedules own time and activities effectively; gives balanced focus and attention to appropriate long- and short-term priorities.
- Organizational Commitment: Demonstrates an ability and willingness to align one’s own behavior with the needs, priorities and goals of the organization.
- Recovery Skills: Responds effectively and acknowledges responsibilities when patients (internal or external) experience problems or mistakes; rectifies the situation to restore patient satisfaction; seeks information and collaborates with others to take action to implement permanent fixes. Maintains stable performance and emotions when faced with opposition, pressure, and or stressful conditions.
- Interpersonal Sensitivity: Acts in a way that indicates understanding and accurate interpretation of others’ concerns, feelings, strengths and limitations. Uses interpersonal understanding to shape one’s own response.
- Building Relationships: Shows genuine interest in others’ needs and opinions; establishes rapport; earns the confidence and trust of others; demonstrates consistency between words and actions; delivers on commitments.
- Coping with Demands of the Position: Uses effective problem solving while working under stress, high volume of work demands and/or time demands; regularly meets deadlines.
- Exemplify the organization’s In This Together values: We Tend to the Team; We Respect and Honor All People; We Jump In; We Try and We Learn; We Care for our Business; and We Return to our Mission.
Essential Physical Requirements/Working Conditions
Must be able to climb, balance, bend, stoop, kneel, crouch, reach, and grasp. Must be able to stand, particularly for sustained periods of time. Must be able to move about on foot to accomplish tasks, such as moving from one work site to another. Must be able to push/pull. Must be able to work primarily with fingers such as picking, pinching, or typing. Must be able to perceive attributes of objects such as size, shape, temperature or texture by touching with skin, particularly that of fingertips. Must be able to talk such as convey detailed or important spoken instructions to other workers accurately. Must be able to hear such as the ability to receive detailed communication orally. Must be able to communicate effectively. Will have substantial movements of the wrists, hands, and/or fingers. Subject to hazards including a variety of physical conditions such as proximity to moving mechanical parts, moving vehicles, electrical current, or exposure to infectious diseases. Must be able to lift and/or exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently. Must be able to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication parts at distances close to the eyes. Health Center environment.
