Job Information

Organization: Trillium Health

Posting Start: 2024-03-11

Location: Rochester, NY

Job Title: Harm reduction Patient Service Representative

Posting End: 2024-04-25

A Brief Job Description:

Purpose: Under the direction of the Manager, the Program Assistant is responsible for performing a variety of non-clinical duties in support of clients, patients and other Harm Reduction Services team members following established policies, procedures, and workflows.


Key Job Responsibility Areas


  1. Welcome Desk/Reception
  2. Program Supply Inventory and Maintenance
  3. Miscellaneous


Detail of Key Job Responsibility Areas


  1. Welcome Desk/Reception


  1. Maintain a compassionate, positive, and respectful attitude towards people who use drugs
  2. Develop and maintain ongoing knowledge of Harm Reduction theory, Harm Reduction services as well as all Trillium Health Programs and Services.
  3. This individual will serve as the face of the program during open hours and greet all clients, patients and visitors with a friendly smile and attitude.
  4. Use EMR to register, check-in, verify patient demographics and schedule patients when needed.
  5. Maintain real-time, confidential communication with other team members to indicate when clients arrive for services.
  6. In conjunction with Safety team and other Harm Reduction Services staff, maintain oversight of public, client-facing areas of the Harm Reduction Services location when open.
  7. Answer telephone, route incoming calls and initiate transfers when necessary.
  8. Check voicemail system regularly throughout the day; maintain documentation of messages, including any requests for supply deliveries.
  9. Conduct reminder calls to patients to confirm upcoming Harm Reduction appointments and reschedule missed appointments.
  10. Collect, sort and route incoming mail to team members or client mail slot.
  11. Ensure that the program welcome desk and lobby are stocked and set for opening each day.


  1. Program Supply Inventory and Maintenance


  1. Responsible for the ordering (in collaboration with Procurement Department and according to policy and procedure) and maintenance of par levels of non-syringe related program and client supplies.
  2. Responsible for receiving all ordered and delivered items immediately in procurement software system as well as collecting and maintaining invoices/packing slips.
  3. Responsible for the organization and distribution process (including documentation) of all non-syringe related programmatic, basic need, and emergency supplies.


  1. Miscellaneous
  2. Represent Trillium at organizational and community events in efforts to build collaborative relationships with key business partners and sponsors, and to promote the Trillium Health brand, mission, and vision.
  3. Requires the ability and commitment to respect and support inclusiveness and diversity including but not limited to individuals of different backgrounds, cultures, races, ages, sexual orientations, gender identities or expressions, experiences, opinions, etc.
  4. Requires individual demonstration of commitment to the One Trillium values, behaviors and business impacts and modeling them in the organization.
  5. Responsible for maintaining confidentiality of all patient, client, employee, protected and proprietary information.
  6. Employees are accountable for meeting the performance standards of their departments and must participate as requested in compliance audits, process improvement and quality improvement plans.
  7. Other responsibilities or duties as assigned.



  • Minimum of a High School diploma or equivalent and 1 – 3 years of experience working in a medical office or clinic required.
  • Ability to react calmly and effectively in emergency situations.
  • Good telephone manners and etiquette; Good oral and written communication skills in English.
  • Ability to understand and follow verbal and written instructions.
  • Ability to communicate clearly with patients and other staff.
  • Skill in documenting and maintaining patient care records. This position has full access to sensitive and confidential medical records and HIV related information.
  • Excellent computer and organizational skills.


  • Electronic Medical Record Experience
  • Bilingual skills in Spanish preferred.

Physical Requirements

While performing the duties of this job the employee is required to stand, sit, walk, use hands to finger, handle, or feel; reach with hands and arms, talk and hear.  Occasionally the employee must stoop, bend and lift or move up to 25 lbs.  Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.


In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Apply Online

Contact Information:

Jackie Andersen