Patient Services Representative - Behavioral Health

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.