Lead Client Services Technician; DH- Sacred Peaks Health Clinic

Navajo Preference Employment Act

In accordance with Navajo Nation and federal law, TCRHCC has implemented an Affi­rmative Action Plan pursuant to the Navajo Preference in Employment Act. Pursuant to this Plan and corresponding TCRHCC Policy, applicants who meet the necessary qualifications for this position and (1) are enrolled members of the Navajo Nation, Hopi Tribe, or San Juan Southern Paiute Tribe will be given preference in hiring and employment for this position, (2) are legally married to enrolled members of the Navajo Nation, Hopi Tribe, or San Juan Southern Paiute Tribe and meet residency requirements will be given secondary preference, and (3) are enrolled members of other federally-recognized American Indian Tribes will be given tertiary preference.

The Client Services Technician is part of a highly functioning care team who helps connect patients to resources and team members to promote the continuity of care and enhanced care coordination. All efforts are focused on practice transformation to support the patient-centered care model. While following established clinic protocols, responsibilities include educating patients of the care team and how they can improve their access to care;

confirmation of appointments and providing upcoming patient appointment reminders; answering patient questions to connect them to those who can help; identifying and carrying out clinical support duties associated with patient care services and administrative provider support. The Lead CST will serve as a superuser for ambulatory care for development and testing with the electronic health record, workflow development, and new program implementation.

The lead CST will serve as the preceptor to their duties when onboarding new employees. The lead CST will work in conjunction with the clinic program director to make decisions related to process flow and implementation of clinic changes. Uses tact and respect to communicate with patients and families during times of emotional and physical stress and collaborates with various departments to expedite patient services and improve patient satisfaction.

This position requires the ability to work under conditions of frequent interruptions and willingness to work a flexible schedule.

Must have a high school diploma or GED equivalent

• Must have one year working in a fast-paced office environment
• Must have six-months working as a client service technician within organization demonstrating exemplary performance and customer service.

• Must maintain a current valid certification of the following throughout employment:
  • Basic Life Support (BLS) from the American Heart Association

A record of satisfactory performance in all prior and current employment as evidenced by positive employment references from previous and current employers. All employment references must address and indicate achievement in each one of the following areas:

• Must have excellent customer service and telephone communication skills
• Proficient knowledge and ability to use computer software
• Proficient in typing with accuracy in spelling and grammar
• Positive communication and working relationships with others
• Possession of high ethical standards and no history of complaints
• Reliable and dependable; reports to work as scheduled without excessive absences
• Ability to handle sensitive and confidential information
• Ability to work independently with minimal to no supervision
• Ability to manage multiple priorities and deadlines.
• Completion of and, above-satisfactory scores on all job interviews, demonstrating to the satisfaction of the interviewees and TCRHCC that the applicant can perform the essential functions of the job
• Successful completion of and positive results from all background and reference checks, including positive employment references from authorized representatives of past and current employers demonstrating to the satisfaction of TCRHCC a record of satisfactory performance and that the applicant can perform the essential functions of the job
• Successful completion of fingerprint clearance requirements, physical examinations, and other screenings indicating that the applicant is qualified to be employed by TCRHCC and demonstrating to the satisfaction of TCRHCC that the applicant can perform the essential functions of the job
• Submission of all required employment-related documents, applications, resumes, references, and other required information free of false, misleading, or incomplete information, as determined by TCRHCC.

The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to individuals with disabilities to perform the essential functions.

This position is sedentary with prolonged (3/4 workday) consisting of sitting. The…