Medical Support Technician

PLEASE NOTE - This position may require temporarily relocation to other TONHC Facilities: Sells Hospital, Santa Rosa Health Center, San Simon Health Center, and San Xavier Health Center.

Position Summary:

Under general supervision, provides medical, clerical support in connection with the care and treatment given to patients. Performs various specialized medical records tasks and resolves problems according to established criteria within the Tohono O'odham Nation Health Care (TONHC).

Scope of Work: The purpose of the Medical Support Technician position is to assist nursing and professional medical staff with the clerical and other non-professional activities involved in the care of patients. The incumbent initiates and follows through on all clerical and registration procedures throughout the patient's care. The position includes serving as a receptionist, registration duties, performing record-keeping duties, and providing miscellaneous support to the unit's staff. The incumbent of this position is expected to address problem-solving situations with work-related policies and procedures; and use methods such as compiling, recording, and reviewing medical record data.

Essential Duties and Responsibilities: (Depending on the area of assignment, an incumbent may not be required to perform some of the duties listed below):

• Provide supervision over the Quarters Management Branch.
• Serves as a receptionist and is responsible for greeting all patients and visitors respectfully, courteous.
• Responsible for alerting Security personnel to unauthorized visitors.
• Receive incoming telephone calls and route calls to patients, medical staff, or other departments.
• Receives and distributes mail to medical staff, nursing staff, and patients.
• Schedules appointments for physicians, special clinics, transportation, consultants, and special procedures performed with other medical services; makes necessary arrangements for patients such as requesting medical records, initiates requisitions for ultrasound, CT scans, and other procedures with outside facilities.
• Searches the patient's records for specific information to determine the physician's plan of care and the need for lab or x-ray information.
• Assists with the continuity and quality of care through constant monitoring of patient appointments and follow-up.
• Responsible for scheduling appointments with outside facilities and coordinating transfer of patients to outdoor facilities by contacting the EMS dispatcher, the ambulance drivers, and Tribal transportation when necessary.
• Perform patient registration duties.
• Interviews patients to obtain pertinent registration information such as patient demographics verifies insurance information and authorization to bill all alternate resources for health care.
• Determines the eligibility of patients who have not previously been treated at the health center using Hospital guidelines; this includes obtaining the certificate of Indian blood and other documentary proof of tribal membership.
• Identifies and obtains authorization for those patients whose health benefits require prior authorization.
• Obtains patient's signature and files necessary forms related to release of medical information, privacy rights, and patient rights.
• Responsible for the maintenance of forms and office supplies used daily by the unit; replenishes forms and office supplies when depleted.
• Notifies the Housekeeping department for routine requests - linen and cleaning rooms; responsible for routine work orders about the unit using TMA.
• Process and maintain time and attendance records for the unit comprised of full-time, part-time, and temporary employees use an automated system. The incumbent is responsible for accurately recording hours worked or leave taken, including the reviewing, auditing, and researching of attendance records; answer employee questions regarding time and attendance.
• Verifies alternate resources and assures the medical record is complete and accurate; refers patients without alternate resources to benefits coordinator.
• Maintains computer-generated lists of all patients seen in special clinics; monitors and reports no-show patients monthly.
• Follow up on all missed appointments through the use of letters and referrals.
• Receives all incoming telephone calls for the health team; utilizes knowledge of the organization, programs, operations, and procedures to make proper disposition of inquiries.
• Initiates calls or contacts as directed to obtain or furnish information; observe the rules of confidentiality in the retention and dissemination of information.
• Responsible for attending monthly department meetings and recording minutes.
• Promotes Safety and Infection Control initiatives on the unit to help ensure patient, visitor, and staff safety.
• Performs other job-related duties as assigned.

Knowledge, Skills, and Abilities:

• Knowledge of the Tohono O'odham culture, customs, and traditions.
• Knowledge of applicable federal, state, tribal laws, regulations, and requirements.
• Knowledge of hospital admitting requirements and procedures, including documents required for admission, transfer, discharge, AMA, or death.
• Knowledge of medical terminology and usages, covering the full range of general medical, surgical, pharmaceutical, hospital terms, medical abstracts, and abbreviations.
• Knowledge of common medical terms of the anatomy, common drugs, and correct spelling and appropriate medical abbreviations.
• Knowledge of medical records management processes and procedures, including medical forms and formats.
• Knowledge of the Freedom of Information Act (FROIA) and the Tohono O'odham Nation Drug and Alcohol Abuse Resolution.
• Knowledge of performance improvement activities and tools to participate with the Quality First team in identifying and improving processes.
• Knowledge of, and the ability to use, the Resources and Patient Information Management System (RPMS) and Electronic Health Record (EHR).
• To make appropriate and timely referrals, knowledge of the types of medical problems treated by each sub-division clinic (e.g., orthopedics, neurology, urology, surgery).
• Knowledge of legal regulations and requirements about confidentiality, specifically the Privacy Act of 1974 and the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
• Knowledge of the use of the Electronic Health Record, templates, and other computer programs used by TONHC.
• Skills in reviewing, checking, preparing, and maintaining written and computer files.
• Skills in answering and directing a multi-line telephone system.
• Skills in typing and basic computer word-processing, spreadsheets, and database software programs.
• Skill in providing superior customer service to external and internal customers.
• Ability to handle multiples tasks and meet deadlines.
• Ability to exercise independent judgment, organize and plan work.
• Ability to carry out instructions furnished in verbal or written format.
• Ability to communicate efficiently and effectively verbally and in writing.
• Ability to establish and maintain positive and effective working relationships with other employees and the general public.
• Ability to maintain confidentiality.

Minimum Qualifications:

• Must have a High School Diploma or General Education Diploma; and three years of work experience in a clerical medical support position, or equivalent.

Licenses, Certifications, Special Requirements:

• Must have completed a Medical Terminology course.
• Upon recommendation for hire, a criminal background and a National FBI fingerprint check are required to determine suitability for employment, including a 39-month driving record.
• May require possessing and maintaining a valid driver's license (no DUIs or major traffic citations within the last three years).
• If required, must meet the Tohono O'odham Nation tribal employer's insurance requirements to receive a driver's permit to operate program vehicles.
• Based on the department's needs, incumbents may be required to demonstrate fluency in both the Tohono O'odham language and English as a condition of employment.