Patient Support Services Lead

Job Description:

Patient Support Services Lead

Description

Salary and Benefits

PLEASE NOTE: The starting salary placement depends on qualifications and experience and is anticipated to be in the range of $5,285.00 per month to $7,741.00 per month.

Cal State East Bay offers a broad range of benefits that includes medical, dental, vision, retirement (CalPERS), 401k, 457, 403(b), dependent and health care reimbursement accounts, life insurance, vacation and sick, 14 paid holidays, one personal holiday and tuition fee waiver.

For more information on the benefits program, please visit our benefits website. The CSU Total Compensation Calculator demonstrates the significance of our benefits package.

Classification

Registered Nurse III

About Cal State East Bay

Cal State East Bay's beautiful main campus is located in the Hayward hills with panoramic views of the San Francisco Bay shoreline. Situated above the city of Hayward, the campus offers an ideal setting for teaching and learning and yet easy access to the many cities along the bay. The University has a satellite campus in Concord, a professional development center in Oakland and a significant presence online. Founded in 1957, Cal State East Bay is one of 23 universities of the California State University system (CSU). Cal State East Bay is recognized as a regionally engaged and globally oriented university with a strong commitment to academic innovation, student success, engaged and service learning, diversity, and sustainability.

About the Position

Please Note: Review of applications will begin on May 13, 2025.

The purpose of the Student Health and Counseling Services is to provide basic health care and health education services to Cal State East Bay students, and to assist students in achieving and maintaining an optimal state of overall health so they may achieve their academic and career goals.

Under the general direction of the Director, Student Health Services, the Patient Support Services Lead (Registered Nurse III) is responsible for the operation and oversight of Patient Support Services, including the front office duties of reception, patient intake and medical records, back office clinical support duties and clinical laboratory functions, and provides some skilled nursing services and performs Public Health activities for both the Hayward and Concord campus communities. This position may require occasional coverage at Cal State East Bay’s Concord campus. The responsibilities of this position apply equally, as is applicable, to all Cal State East Bay campuses.

Responsibilities

The following duties are meant to illustrate the general range of work functions performed by a Registered Nurse III; they are not meant to be all-inclusive or restrictive - work assignments may involve related activities.

Oversee Front Office Duties of Reception, Intake and Electronic Health Records:

• Provide lead work direction to Clinical Assistants and Medical Assistants in performance of Reception and Patient Intake duties.
• Oversee interpretation of scope and policies of Student Health & Counseling Services to students, University personnel and visitors, who make inquiries both in person and on the telephone.
• Oversee the interpretation of the effective use of all services offered in the Student Health & Counseling Services.
• Oversee the making of appointments for students and instructing them in self-appointment-making in the Electronic Patient Management system.
• Oversee patient verification and (self) check-in for appointments.
• Oversee the collection of fees for service and accurate financial record-keeping.
• Oversee maintenance and confidentiality of the Electronic Health Record (EHR) and help ensure compliance with HIPAA, FERPA and AAAHC, Inc. standards.
• Oversee the maintenance and disposal of confidential medical and counseling records according to legal and ethical recommendations.
• Manage Family PACT enrollment; maintain a working knowledge of the state-run Medical program regulations in regards to eligibility, enrollment and service provisions.
• Oversee creation and monitoring of appointment schedules for clinicians and counselors to include blocking and revising of providers’ appointments.
• Manage Family PACT enrollment; maintain a working knowledge of the state-run Medical program regulations in regards to eligibility, enrollment and service provisions.
• Oversee processing of Subpoenas, workers’ compensation claims.
• Oversee the CSU immunization requirement documentation to ensure University compliance with Executive Order 803.
• Oversee new staff orientation and training of new and current staff.
• Provide feedback to the appropriate Administrator on performance issues and employee evaluations.
• Update and maintain Patient Support Services policies and procedures and assist SHCS in preparation for Accreditation.

Oversee Clinical Support and Laboratory Services and Perform Clinic Coordination:

• Provide lead work direction to Medical Assistants and Clinical Assistants in the performance of clinical support duties.
• Oversee the rooming of patients, obtaining chief complaints and vital signs on all patients, preparing patients for examination by clinicians, and assisting the clinicians in the care of patients, as needed.
• Oversee administration of medication by Medical Assistants as ordered by clinicians, including per injection, depending upon certification of Medical Assistants.
• Oversee the documentation of patient care in the EHR.
• Oversee and coordinate clinic schedules and patient flow.
• Oversee the cleaning and disinfecting of clinic rooms and instruments and preparing rooms for patients.
• Oversee and coordinate the purchase and maintenance of clinic inventory, supplies and equipment.
• Assist in the oversight of Infection Control for SHCS and in Emergency Response and Disaster preparedness of the SHCS.
• Coordinate with community medical care facilities for patient transfer, referral and follow-up of patient care and ongoing treatment.
• Oversee limited clinical laboratory services, including performance of phlebotomy by the Phlebotomist/Clinical Laboratory Assistant and Medical Assistants, if certified.
• Oversee administration of Clinical Laboratory, including maintenance and calibration of equipment, proficiency testing, and quality assurance activities.

Perform Skilled Nursing Services:

• Evaluates and treats patients within licensure and per nursing protocol at Hayward and the Concord campus, as needed.
• Work directly with the clinicians in treatment of students and provide the initial contact between the student and medical team.
• Follow through on clinicians' orders and give treatment as prescribed.
• Under clinicians' orders, dispense limited supply of medication to students.
• Give bedside nursing care to the ill and injured.
• Document patient visits in EHR and maintain other documentation, as needed.
• Perform primary screening, assessment and medical history of complaint, identify problem and symptoms, behavioral changes and other deviations from normal.
• Perform appropriate physical examination and evaluation.
• Order appropriate laboratory tests and x-rays based on clinical assessment using established protocols.
• Develop a treatment plan based on clinical assessment using established protocols.
• Perform or assist in special procedures as ordered by the physicians: ECG's, spirometry, audiograms, fitting of crutches and other supports, splints, and casts, injections, inhalation therapy. Set up and assist with minor surgery.
• Consult with physicians in those cases which lie outside nursing role, licensure, or protocol.
• Provide preventive health services under protocol.
• Provide patient education and teaching when needed.
• May perform University employee occupational health procedures/examinations.
• Gives immunizations and performs other nursing procedures in the nursing clinic.
• Perform public health role for the Hayward and Concord campus communities, as indicated.

Minimum Qualifications

Knowledge:

• Thorough knowledge of professional nursing principles, methods and procedures; anatomy and physiology applicable to assigned duties.
• Knowledge of medical supplies and equipment used in nursing practice; and the uses and effects of medications and narcotics.
• Working knowledge of applicable state and federal laws and regulations pertaining to registered nursing and the scope of practice limitations of clinic support staff.
• Possess broader and specialized nursing knowledge that supports the performance of specialized duties in such areas as, but not limited to, triage and assessment, patient counseling, and staffing specialized nursing clinics.
• Possess a broad knowledge of clinic operations and the development and implementation of a nursing program, including procedures and protocols.
• Possess a working knowledge of effective supervisory methods and techniques.
• Comprehensive understanding of nursing programs and specialties.

Abilities:

• Ability to effectively apply nursing knowledge and demonstrate proper techniques and skills in performing nursing duties.
• Accurately observe and record symptoms, behaviors, and reactions to treatments in order to make a nursing diagnosis.
• Respond with therapy to treatment reactions.
• Use applicable health center automated systems to perform duties and maintain records and prepare reports.
• Gain the cooperation of patients; analyze emergency situations and take prompt action.
• Maintain patient confidentiality and privacy in compliance with applicable state and federal laws and regulations.
• Maintain effective working relationships with practitioners and other health center support staff.
• Be sensitive to and communicate effectively with patients from diverse backgrounds.
• Ability to effectively apply specialized nursing skills.
• Ability to provide effective work direction; plan and organize the work of others; assess, plan, develop, implement and evaluate a nursing program which may include one or more nursing specialties or clinics.
• Ability to lead and supervise the work of a diverse staff.

Education and Experience:

• High school diploma or equivalent.
• Completion of a professional nursing program in an approved school of nursing or by additional preparation as approved by the California Board of Registered Nursing.
• Three (3) years of progressively responsible professional nursing experience which has provided evidence of the ability to perform the nursing duties described above and has included administrative and lead responsibilities; or equivalent combination of education and experience which provides the required knowledge and abilities.

License and Certifications:

Possess and maintain a valid license as a Registered Nurse in the State of California and certification in CPR/AED.

Required Qualifications

Knowledge, Special Skills and Abilities:

• Knowledge of health care related state and federal laws and guidelines pertaining to the practice of medicine, nursing, laboratory, radiology, public health, HIPAA (Health Insurance Portability and Accountability Act), and the operation of a medical clinic, such as Cal-OSHA regulations, Center for Disease Control (CDC), and Infection Control/Universal Precautions required.
• Possession of professional skills in health care management (appropriate licensure if RN or RNP), organizational, leadership and communication skills highly desirable.
• Possesses a good understanding of the operations of a medical facility, preferably ambulatory care or the college health environment.
• Understanding of collective bargaining agreements and contracts in general.
• Possession of a working knowledge of effective supervisory methods and techniques and more comprehensive understanding of nursing programs and specialties.
• Ability to provide effective work direction, plan and organize the work of others, assess, plan, develop, implement and evaluate a nursing program.
• Computers: knowledge of basic word processing, Microsoft Excel, Google Suite, and various electronic health records systems.

Equipment used in the Performance of the Assignment:

• Personal computer, specialized medical software program for Electronic Medical Records, scheduling appointments and obtaining statistics. Automatic External Defibrillator, Oxygen, Cryotherapy, EKG, Liquid Nitrogen, Audiometer, and Spirometer.

Licenses and Certifications

• Possess and maintain a valid license as a Registered Nurse in the State of California and certification in CPR/AED.
• Possession of certification in BCLS.

Specific Physical and/or Environmental Working Condition Requirements

• This position requires standing for long periods of time, as well as walking back and forth between the back and front offices.
• May also sit for periods of time at the computer.
• May have contact with some hazardous materials including blood and other potentially infectious material.
• Ability to drive to and work in Cal State East Bay’s satellite campuses.
• Ability to lift up to 25 lbs.
• Ability to run short distances in emergency situations.

Preferred Skills and Knowledge

• Possession of a Bachelor’s of Science degree in Nursing (BSN) is highly desirable.

Condition(s) of Employment

Satisfactory completion of a background check (including LiveScan, as appropriate), that may include, but is not limited to: criminal records check, verification of academic credentials, licenses, certificates, credit history, professional references and/or verification of work history is required for employment. Cal State East Bay will issue a conditional offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Unsatisfactory results may also affect the continued employment of current Cal State East Bay employees who were conditionally offered the position.

All background checks are conducted through the university's third party vendor, Accurate. LiveScan is conducted through the University Police Department.

EEO Statement

All university programs and activities are open and available to all regardless of race, sex, color, ethnicity or national origin. Consistent with California law and federal civil rights laws, Cal State, East Bay provides equal opportunity in education and employment without unlawful discrimination or preferential treatment based on race, sex, color, ethnicity, or national origin. Our commitment to equal opportunity means ensuring that every student and employee has access to the resources and support they need to thrive and succeed in a university environment and in their communities. The CSU complies with Title VI of the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, the Americans with Disabilities Act (ADA), Section 504 of the Rehabilitation Act, the California Equity in Higher Education Act, California’s Proposition 209 (Art. I, Section 31 of the California Constitution), other applicable state and federal anti-discrimination laws, and CSU’s Nondiscrimination Policy. We prohibit discriminatory preferential treatment, segregation based on race or any other protected status, and all forms of discrimination, harassment, and retaliation in all university programs, policies, and practices.

Other Information

All California State University campuses, including Cal State East Bay, are smoke and tobacco-free. For more information, please visit our website here.

In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, the Cal State East Bay Annual Campus Security Report is available here.

Sponsorship

Cal State East Bay is not a sponsoring agency for Staff or Management positions and we are not an E-Verify employer.

Mandated Reporter

The person holding this position is considered a 'mandated reporter' under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 Revised July 21, 2017 as a condition of employment.

Advertised: Apr 28 2025 Pacific Daylight Time
Applications close: Jul 31 2025 Pacific Daylight Time