Job Description

Salary: $19.33 - $28.99 Depending on experience

Schedule: Monday - Friday, 8:00am - 5:00pm

JOB PURPOSE:

The Program Assistant is responsible for providing administrative and clerical duties in support of an assigned program within the Special Populations Department. In this role the Program Assistant is responsible for providing intermediate level administrative and clerical assistance to patients eligible for participation in the Ryan White funded AIDS Drug Assistant Program (ADAP) and Patient Assistance Programs offered by pharmaceutical companies; and will serve as an integral member of the Special Immunology Associates Treatment Adherence Program.

The Program Assistant in this position is expected to demonstrate a proficient understanding of program requirements, work processes, and procedures to effectively support patients and program operations at a location assigned by management. Assisting with or completing these administrative and/or clerical duties, tasks, or assignments follows well- established Federal and State policies and procedures requiring some independent judgment within the scope of authority and responsibility for the position.

The Program Assistant works with general supervision and review, and any work problems involving departures from standard policies, interpretations, or procedures are reviewed with the supervisor for resolution.

The primary goal of the El Rio Health Program Assistant – Special Populations is to support El Rio’s Mission of providing comprehensive, quality health care that is affordable and accessible to all who may have healthcare needs, by successfully performing the primary essential functions.

Essential Job Functions:

• Performs all assigned tasks, responsibilities, and assignments supporting departmental operations

within established time frames; meeting established rates of performance for the quality and quantity of work for the position; and demonstrating the highest levels of professionalism, quality, efficiency, and accuracy in the employee’s job performance that exhibits the highest standards of excellence.

o Understands and complies with all organizational Code of Conduct standards, Policies and Procedures, and Service Excellence requirements with all consumers, patients, visitors, employees, and internal/external clients or representatives.

• Maintains at all times patient confidentiality by controlling the environment and information being disclosed to authorized individuals ensuring compliance with all HIPAA and corporate compliance standards.
• Provides information and explanations on program criteria, required eligibility documentation, and assists patients in completing program application materials, such as:
• Informs eligible patients about the benefits and services of the AIDS Drug Assistance Program (ADAP)
• Coordinates program services and benefits for the patient with the Arizona Department of Health Services ADAP program representatives via phone, fax, or email.
• Supports the delivery of comprehensive patient care and overall coordination of services for the patient, such as:
• Assists and supports patients with completing eligibility paperwork, refilling prescriptions, and communicating with the assigned physician when patients need new prescriptions or if they have not refilled the prescription.
• Assists the patient and patient care team in coordinating services or care with providers, pharmacies, insurance companies, and support services agencies in the community.
• Develops and maintains an effective communication loop with patients supporting enhanced and improved patient treatment adherence.
• Identifies and assists patients eligible for pharmaceutical assistance programs.
• Orders and log medications, assisting patients in learning how to utilize adherence tools and monitor patient’s compliance. Non-adherence will be documented.
• Communicates directly with assigned patients updating and informing them of the status of their prescription(s).
• Performs ongoing tracking of client or patient eligibility status and enrollment completion, such as:
• Reviews and resolves pending status of client applications.
• Utilizes problem-solving skills to identify resolutions or alternatives for denied applications.
• Supports and assists the Clinical Pharmacist with treatment tasks, such as:
• Scheduling referrals for patient assessment and counseling.
• Retrieving and preparing charts for patient appointments.
• Contacting and communicating with appointment no-shows and distribute notification cards as required.
• Coordinating and scheduling follow-up appointments.
• Assists with and/or completes as assigned or requested administrative and clerical tasks supporting the distribution of reports, summary information, and correspondence for the program for internal/external clients or representatives; as well as performing data entry into program spreadsheets for effective operational use and reporting.
• Demonstrates an exceptional level of customer service; answering and responding to all incoming calls, emails, and inquiries in a timely and effective manner, responding to requests for support and providing general information in response to inquiries; referring technical inquiries or complaints to the appropriate program member for resolution.
• Develops and maintains positive and effective working relationships with patients, family members and clinical staff, as well as other administrative and support team members in order to foster professionalism and coordination with the patient care team.
• Serves as an effective communication link between the patient and medical health staff, relaying messages, or requests to or from providers, and gathering information from patients.
• Receives and responds in a timely and effective manner to calls from patients; resolves the issues and reasons for the call and/or routes the request to the appropriate party within the defined operational limits.
• Communicates effectively through written, verbal, and interpersonal skills when interacting with patients, family members, employees, or internal/external clients and representatives; successfully conveying and exchanging information in a positive manner.
• As a team player demonstrate self-initiative by being aware of your work environment in order to assist co-workers and others while maintaining and enhancing a respectful and positive attitude in the work environment. Serving at all times as a positive and effective employee
• Through structured learning, peer mentoring and ongoing training opportunities employees must be able to demonstrate an understanding, knowledge, and computer mastery of all El Rio systems and programs, and those of collaborative agencies or organizations.
• Participates in a learning environment by being willing to learn from other employees, gaining new skills and knowledge to enhance and improve the quality of service provided to employees, as well as all internal/external clients or representatives.
• Employees are encouraged to participate in continuing education and organizational sponsored events and committees, understanding that these activities contribute to employee growth and to the improvement of operations within El Rio. Employees participating in these activities must conform and meet the operational needs of El Rio as determined by management.
• Maintains a clean, safe, and hygienic work environment in compliance with all Policies and Procedures including but not limited to work areas, workstations, examination rooms, hand washing, infection prevention and control etc. for this position.
• Demonstrates an understanding of and proficiency with the application of all compliance and reporting requirements respective to Joint Commission Certification (JCC) standards.

Other Duties and Responsibilities:

• In support of the Mission and Vision of El Rio Health, will at all times represent themselves as a professional role model of El Rio Health serving as a positive informational source for members of the community.
• Supports El Rio Health by participating in community events which promote good health, and which contribute to a broader awareness and understanding of El Rio Health and the many services provided to the community.
• Participates in all appropriate health care activities related to El Rio Health on a local, state, and national level to maintain and enhance El Rio’s image with health agencies, professional associations, and the general public.
• Ensures and supports the cost-effective use of materials, supplies, and equipment by limiting waste of all organizational supplies and resources.
• In accordance with policies and procedures ensures that documentation of hours worked is completed accurately, as well as signed off/approved in a timely manner.
• Employees must maintain their skills proficiency with El Rio Health operating systems and/or software programs by adapting to changing requirements and successfully learning and demonstrating new skills in response to software, system, and program improvements or upgrades.
• Performs other duties as assigned.

Minimum Education and Experience:

• High School Diploma or G.E.D.
• Five (5) years’ experience in a pharmacy or healthcare environment.

If applicable, equivalent combination of education and experience may be considered, and must be directly related to the functions and responsibilities of the job.

Required Licenses, Certifications, and Registrations:

• Certification as a Medical Assistant or Pharmacy Tech.
• Upon employment, gains and maintains Certified HEAPlus user with AHCCCS.
• Upon employment, gains and maintains certification and licensing as a Certified Application Counselor for the Affordable Care Act (ACA).
• Current certification in Basic Life Support (BLS) for health care providers.
• Level I fingerprint clearance card: current valid and in good standing or have applied for it within seven working days after beginning employment.
• Employees in this position are required to have reliable transportation that can meet any operational reassignments of the organization during the workday. If an employee is driving during work hours, the employee is required to possess a valid driver’s license and must comply with Arizona vehicle insurance requirements.

Reasonable accommodations may be made to enable individuals with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for sincerely held religious beliefs, observances, and practices to perform the essential functions of the job.

El Rio Health does not discriminate based on race, color, religion, sex (including pregnancy, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors. It is our intention that all qualified applicants be given equal opportunity and that selection decisions are based on job-related factors.

El Rio Health requires all AZ employees to have a Level One Fingerprint Clearance card. A.R.S. 36.425.03. New hires and transfers must submit their fingerprint clearance card or fingerprint receipt before their hire date or transfer date. Level One (1) Non-IVP Fingerprint Clearance card must be received within 30 days after the new employee hire date or transfer date.

All employees are strongly recommended to obtain and maintain vaccination status (i.e., as recommended by CDC and/or other public health agencies) to include an Influenza vaccination. Subject to exemptions and accommodations when required by law. (Policy: Adm-016 & Adm-045).

All employees are required to undergo drug testing prior to employment and will be subject to post-accident, reasonable suspicion, return to duty and follow up drug and alcohol testing in compliance with Federal and State regulations for alcohol and controlled substance testing. Employees in positions holding responsibility for the safety and welfare of others will also be classified as safety sensitive.

El Rio Health is a non-profit 501(c)(3) Federally Qualified Health Center (FQHC) and abides by all applicable federal Drug-Free Workplace standards. El Rio Health is an equal opportunity employer.