Job Title: Patient Services Representative - Behavioral Health
Reports To: Program Administrator, Behavioral Health
Job Summary: Provides excellent and high-quality customer and patient engagement services with patients of the Behavioral Health Program team in the performance of a broad range of administrative duties. Monitors and manages the schedules of the team in the behavioral health program.
Qualifications and Requirements:
The requirements listed below are representative of the knowledge, skill, and/or ability required. Job duties may be modified at any time based on business needs.
Essential Job Duties:
- Administrative Duties.
- Provides excellent customer and patient engagement service as frontline greeter for Behavioral Health Clinic.
- Engages proactively with patients and staff through greeting, interacting with, and assisting patients and staff in a professional manner.
- Ensures accurate information is received from prospect patients, insurance providers when it comes to verifying benefits & eligibility, when verifying authorization for mental health services, and when contacting patients to schedule new intakes.
- Schedules and confirms patient appointments and arranges telehealth invites.
- Assists patients in scheduling future follow-up appointments and engage patients who have missed appointments to ensure continuation of care for counseling patients.
- Provides patient service representative duties by opening encounters for in-person and telehealth visits by:
- Providing and facilitating the completion of necessary patient forms.
- Verifying coverage, eligibility, and patient demographic information.
- Deciphering the correct amount to charge self-pay, prompt pay or sliding fee discount program for patients.
- Informs patients of account balances and takes payments.
- Assists patients with presumptive applications for Sliding Fee Discount Program.
- Engages patients by answering telephone calls and responds to caller questions as able and/or transfers calls to appropriate party.
- Verifies provider un-submitted encounters as necessary.
- Print out patient letters as requested.
- Posts batch payments daily.
- Performs and assists in the completion of prior insurance authorizations and tracking.
- Takes and documents messages as appropriate.
- Assist with keeping lobby, restrooms, and other patient areas maintained with proper cleaning supplies while using proper Personal Protective Equipment (PPE).
- Use and educate patients and visitors on CCHCI protocol for safety precautions while in the clinic.
- Assists with coordination, scheduling and preparation for meetings as directed.
- Assists with tracking and updating case load reports of counseling providers.
- Interprets Spanish for counselors and dietitian at Suite 100 or via telehealth services for other team members when/if needed by the behavioral health department team.
- Distributes mail and faxes to appropriate personnel.
- Runs encounter co-pay report as requested.
- Organizes and maintains provider''s files, grant folders and BH files in general.
- Performs other duties and special projects for the department as assigned.
Required Education, Experience, Certificates & Licenses:
- High School Diploma or GED.
- One year of experience in customer service or office support.
- Any combination of experience and/or education that provides the necessary skills required may be considered..
- Driver''s License and Proof of Insurance may be required if requesting mileage reimbursement.
- Valid Fingerprint Clearance Card.
Required Education, Experience, Certificates & Licenses:
- Experience in a healthcare and behavioral health setting preferred.
Required Language Skills:
- Ability to comprehend and compose instructions, correspondence, and communications in English in both oral and written format.
- Bilingual in English and Spanish preferable.
- Ability to comprehend and understand limited medical terminology.
Physical Requirements:
- Ability to occasionally exert enough force to move objects weighing up to 10 pounds.
- Ability to continuously remain in a stationary position.
- Ability to constantly move about inside the workplace to assist patients, access files, and operate office or medical equipment, etc.
- Possesses hand-eye coordination and manual dexterity necessary to constantly operate computers, telephone, and other office machinery.
- Possesses close visual acuity necessary to accurately record and view information on a computer monitor, handwritten and typed documents.
- Ability to discern the nature of sounds at a normal spoken volume.
Other Required Knowledge, Skills, and Abilities:
- Ability to add, subtract, multiply, and divide in all measure, using whole numbers, common fractions, and decimals.
- Ability to compute rate, ratio, and percentage.
- Ability to gather data in an organized fashion from varied sources.
- Ability to take direction and perform assignments accordingly.
- Ability to deal with challenges involving one or more variables in routine situations.
- Knowledge of prepaid health plans and community health centers preferred.
- Ability to comprehend and understand insurance co-pays.
- Knowledge of HIPAA rules and regulations.
- Computer literacy required.
- Knowledge of Electronic Health Records preferred.
- Ability to provide excellent customer service by mail, telephone, and in-person.
Work Environment & Conditions:
- Work environment is typical of a health clinic setting with occasional exposure to communicable diseases, bodily fluids, and hazardous chemicals.
- Work requires reliable transportation as position requires occasional travel and extended hours to include early mornings, evenings, holidays, and weekends.
- If hired for a float position, the position requires frequent travel to any health center as needed.