Patient Care Associate

About the role

The Patient Care Associate is a critical member of a multi-disciplinary medical team, owning the front-desk operations and the initial patient journey within the clinic. This role owns the complete intake process, ensuring that each patient receives accurate and respectful care from the moment they arrive. The associate is responsible for gathering complete medical histories and documenting all interactions with precision and empathy. A core part of this position involves providing education about human sexuality, family planning, abortion, colposcopy, LEEP, and general health to patients in a non-judgmental manner. This individual owns the financial and administrative side of the visit, including insurance verification and billing integrity. They also own the maintenance of a safe, welcoming, and professional environment for every visitor. Ultimately, the role supports the center's mission by ensuring smooth clinical flow and high standards of patient service and compliance.

Key facts

What you'll do

• Monitor health screenings at the front desk to ensure protocol adherence.
• Greet all patients and visitors according to PPGNY standards while collecting pertinent demographic and billing information.
• Verify insurance eligibility in strict accordance with PPGNY and NYSDSS guidelines.
• Change and update patient demographics directly within the electronic health record system.
• Initiate the CVR superbill and activate the electronic health record to start each visit accurately.
• Sign all appropriate consents and reception forms to maintain regulatory compliance.
• Manage walk-in clients based on schedule availability and clinic flow.
• Answer incoming phones and triage patient calls with professionalism and efficiency.
• Scrub the appointment schedule and prepare clinical charts for the next day's services.
• Process supply requests and handle cash transactions following PPGNY policies.
• Collect payments and co-pays, then reconcile audit reports to prepare accurate bank deposits.
• Screen every patient for eligibility in-state assisted insurance programs.
• Assist patients in completing insurance applications when these programs are applicable.
• Open and close the front desk area with attention to security and safety procedures.
• Maintain the waiting room and office area to ensure a welcoming and private atmosphere.
• Respond promptly to patient requests while adhering to center policies.
• Participate in health center initiatives aimed at improving productivity and revenue cycle performance.
• Adhere strictly to affiliate goals concerning professionalism and wait time standards.
• Follow all safety and security procedures without exception.
• Perform additional office duties as assigned by management.
• Assess the flow of patients through the health center to minimize wait times effectively.
• Assist in the orientation and training of new clinic staff members.
• Document all clinical interactions competently using PPGNY templates and forms.
• Ensure accurate charge capture and financial reporting for all medical services.
• Complete CVR data meticulously for every medical and counseling service provided.
• Provide health education focused on sexual and reproductive healthcare.
• Deliver accurate, patient-centered education that is non-judgmental and informed.
• Perform laboratory tests as ordered and complete laboratory requisitions.
• Package laboratory samples correctly for transport per PPGNY lab procedures.
• Run daily controls to ensure lab equipment and processes meet quality standards.
• Conduct clinic opening and closing duties with attention to detail.
• Clean clinic areas and equipment to maintain a safe environment.
• Re-stock supplies systematically to prevent disruptions in care.
• Report facility and equipment issues immediately to the appropriate staff.
• Follow all lab and quality assurance protocols rigorously.
• Use appropriate personal protective equipment (PPE) at all times.
• Adhere to infection control precautions to protect patients and staff.
• Assist in abortion services in a variety of functions as needed.
• Provide abortion counseling support when required by the care team.
• Work in the Products of Conception (POC) room with attention to clinical standards.
• Assist in infections prevention protocols during all clinical activities.
• Act as an infections prevention float to support team needs.
• Assist in the surgical room under direct supervision when required.
• Attend monthly didactic sessions to expand clinical knowledge.
• Incorporate new information from training into daily patient care practices.
• Maintain clinical skills and competencies as required by PPGNY and PPFA.
• Meet all NYS DOH requirements for licensure and certification.
• Participate in annual competency checks for clinical procedures.
• Train on all new services, tests, and skills as assigned by the facility.

Requirements

• Must demonstrate a demonstrated commitment to PPGNY's mission related to bodily autonomy, health equity, and gender and racial justice.
• Must demonstrate a demonstrated commitment to learning about and enhancing practices related to racial equity and its impact on healthcare systems.
• Must possess strong relationship building and communication skills to interact effectively with patients and team members.
• Must be able to manage multiple tasks simultaneously in a fast-paced clinical environment.
• Must adhere to strict confidentiality and privacy standards as required by healthcare regulations.
• Must be proficient in using electronic health record systems for documentation.
• Must have a solid understanding of medical terminology and basic anatomy.
• Must be able to lift or move moderate weights related to clinic supplies and equipment.