Essential Functions

• Adhere to procedures and requirements regarding the notification and follow-up of normal and abnormal lab results as outlined in PPRM Medical Standards and Guidelines.
• Learn and stay current on all relevant protocol requirements.
• Coordinate, log, and sort incoming abnormal lab results and consult with clinician regarding plans as needed.
• Initiate telephone and written correspondence to patients regarding results and treatment plans.
• Effectively and accurately communicate abnormal laboratory results to patients and explain the treatment plan.
• Determines and documents appropriate plans of care for all incoming lab results, both normal and abnormal.
• Acts as support for routine abortion follow-up care and assists the Ultrasound and Abortion Care Manager in other abortion follow-up care.
• Make initial contacts for all quantitative Hcg results.
• Provide nonjudgmental counseling to patients by offering information and/or referrals on reproductive and sexual health issues.
• Demonstrates excellent customer service to both internal and external customers by working towards a positive outcome with any problems encountered.
• Document accurately, appropriately, and efficiently all telephone interactions with patients and complete, accurate, and timely medical record chart notes.
• Demonstrate ongoing proficiency in Electronic Health Records (EHR) and Electronic Plan Management (EPM) systems.
• Create appropriate follow-up plans for laboratory results as defined by PPRM’s Medical Standards and Guidelines. 
• Daily review of the Provider Approval Ques (PAQ) to includes accepting and signing off on normal and abnormal laboratory results as defined by PPRM’s Medical Standards and Guidelines.
• Assist with scheduling patient appointments as needed. 
• Run NextGen reports and complete appropriate follow-up management.
• Send correspondence to patients via mail and Patient Portal.
• Maintain average call time and volume as defined by program guidelines.
• Serve as a resource to PPRM staff regarding follow-up information.
• Assist Clinical Quality and Risk Management Team with related quality assurance functions such as performing chart audits, reporting deficiencies, and developing corrective action plans.
• Assists in answering patient questions received via the Patient Portal.
• In collaboration with the Patient Care Coordinator, VCC Clinician, and VCC Manager-Telehealth, ensure that support staff is following all PPRM policies and procedures and the Medical Standards and Guidelines, to ensure timely and accurate follow-up notification. 
• Completes all responsibilities according to established protocols, policies, and standard practices in the areas of customer service, quality assurance, and regulatory compliance programs such as HIPAA (Health Information Portability & Accountability Act), OSHA (Occupational Safety & Health Administration) and CLIA (Clinical Laboratory Improvement Act).
• Perform mandatory STI reporting to Colorado, Nevada, Wyoming, and New Mexico State Departments of Health, when indicated.
• Assist Clinical Quality and Risk Management Team with the creation and implementation of Electronic Medical Follow-Up systems.
• Participates in abortion services (participation can include referrals, information, education, counseling, performing, scheduling, etc.)
• Participates in the daytime on-call program during scheduled shifts. This is taking emergency calls/triage concerns from patients. 
• Other duties as assigned by supervisor.


Abortion Care: We all work in abortion care, whether it is referrals, information, education, counseling, performing, scheduling, etc. In this role, you will work with your team to ensure all patients can utilize the full measure of their insurance coverage to cover their care and ensure all billing training documents are up to date.