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Centralized Follow-up Associate

Department: Health Services
Location: Akron, OH

In accordance with the Risk and Quality Management Program, the Centralized Follow-up Associate completes timely notification, reminder, and management actions of follow-up plans for abnormal results and referrals.  The Centralized Follow-up Associate must handle daily contact with both internal and external bodies, including but not limited to clinic staff, patients, Ohio Department of Health employees, and PPGOH leadership team.


ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Ensure patients are notified and reminded of follow-up recommendations resulting from abnormal laboratory tests, screening/diagnostic imaging records, and findings on clinical exam for both family planning and surgical services at PPGOH. Notification and reminder content must include requirements as mandated by the most recent version of the MS&Gs.
  • Completes accurate and comprehensive chart documentation of incoming and outgoing contact with patients, along with any follow-up plan management actions taken.
  • Act as a point of contact and reliable information for both patients and internal associates needing clarification on abnormal results and/or follow-up recommendations.
  • Complies with the Ohio Department of Health reporting requirements regarding sexually transmitted infections and diseases. Maintain contact with ODH Disease Intervention Specialists to coordinate client care and reporting. Operate within the ODRS reporting system for entry of STI treatment information.
  • Schedules appointments for follow-up services as recommended. Conveys to patient any applicable appointment instructions and advise patients of applicable fees for services.
  • Monitors the Patient Portal Messages Inbox and responds to messages regarding test results. Follows PPGOH protocol for disclosing abnormal results via the Patient Portal.
  • Processes returned mail resulting from failed outgoing contact attempts by CFU department. Ensures appropriate chart documentation requesting demographic updates.
  • Monitor tasking inbox to complete and respond to internal follow-up requests.
  • Elevate any and all non-compliant patient charts to the Centralized Follow-up Coordinator, Clinical Quality Manager, and/or Medical Director.
  • Participates in audits/data collection as related to the RQM program.             
  • Follows all safety and security procedures and guidelines.
  • Maintains confidential records, reports, and statistics of pertinent data regarding each patient visit and phone contact in accordance with HIPAA and PPGOH privacy policies and procedures. Documents patient contact information in the medical record. Maintains and supports the confidentiality of patients at all times.
  • Participates in risk and quality management processes. Adheres to HIPAA, OSHA and CLIA regulations and workplace safety policies.
  • Performs other duties as assigned.






To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



LEVEL ONE:  High school diploma or equivalent required: 1-2 years advanced education or technical training preferred.  Experience in health care setting desirable; family planning and training experience preferred.  The associate must demonstrate good communication skills, trustworthy and non-judgmental manner, and ability to work with individuals of diverse socioeconomic backgrounds.

Position requires at least one year of experience with PPGOH or equivalent experience. 



LEVEL TWO: Strong spoken and written communication skills.  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. The associate must be able to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.  Interactions involve information exchange, presentation skills, problem solving, feedback, and training.  Contacts frequently contain confidential and/or sensitive information necessitating discretion at all times.



LEVEL ONE:  Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.



LEVEL TWO:  Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations. Ability to make decisions, analyze problems and counsel patients.  Occasionally requires use of negotiation skills, independent judgment and must be able to work effectively under pressure due to conflicting job demands.


CERTIFICATES, LICENSES, REGISRATIONS   Valid Driver’s License and proof of insurance

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

While performing the duties of this job, the employee is required to continuously type, talk, hear, frequently sit, stand, walk, reach, grasp, handle small objects, use repetitive motions of the hands and wrists.  Work requires occasional bending.  Rarely requires repetitive motion of the feet.  Must be able to occasionally lift and/or move up to 25 lbs., operate a computer including keyboard, multi-key telephone, and move freely throughout the department and examining rooms.


WORK ENVIRONMENT  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks to be performed when circumstances change.

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