Behavioral Health Patient Experience Specialist - Fredericksburg

Description

As first point of contact, the Behavioral Health Patient Experience Specialist will greet patients in a compassionate manner and handle patient requests accordingly. The position requires excellent customer service skills and the ability to multitask in a busy medical office environment. Responsible for appointment scheduling, answering phones, directing calls, checking patients in and out of the office, obtaining co-pays and balance due on patient accounts, and working with outside vendors as needed. Must be proficient in computer skills heavily focused on data entry and attention to detail.

Requirements

The Behavioral Health Patient Experience Specialist performs the following duties as assigned:

• Communicate effectively and professionally with patients, partners, and staff in the service area

• Professional phone etiquette, customer service,

• Schedule patient appointments and check in/out patients to be seen for appointments

• Utilize daily huddle with clinic team to prepare for patient visits and needs

• Obtain and update patient demographic information. Accurately verify or update patient demographic information at each appointment.

• Work with other front desk team members for best practices on workflows and processes

• Collecting patient responsibility and communicating with billing on patient billing and insurance issues in a timely manner

• Daily posting of payments and reconciliation process

• Obtain and verify patient insurance eligibility at each visit. Ensure information obtained is accurate and relevant.

• Obtain patient medical records from outside Medical Facilities and utilize BHS Connect for external medical records requests from insurance payors, lawyers, disability, etc.

• Coordination with Referral Coordinator for any referral patient needs

• Daily filing of documents and appropriate data entering for labs and diagnostic test results

• Follow up and track labs and diagnostic tests

• Encouraging patient utilization of Intelichart; ensuring all required Intelichart tasks for front desk are completed daily

• Be familiar with PCMH standards and work as part of the medical team to provide patient centered care.

• Knowledge of Pharmacy workflow for medications at clinic locations and compliance requirements

• Perform all duties within HIPAA regulations

• Be passionate about healthcare excellence in accordance with Frontera’s Mission, Vision and Values

Knowledge, Skills, and Abilities

Required

• Knowledge of Center’s Policy and Procedures.

• Pay attention to detail.

• Excellent communication and people skills.

• Ability to use office equipment including, but not limited to, computers, fax machines, telephones, and copiers.

• Ability to prioritize and allocate resources.

Required

• Spanish speaking and writing.

Credential and Experience

Required

• Grade/Level of Education: 12/High school diploma or equivalent

Special Requirements

The employee must be able to lift and / or move more than 50 pounds. Requires full range of body motion including handling and lifting patients, manual and finger dexterity, and eye / hand coordination. Requires sitting, standing, and walking for extensive periods of time. Requires working under stressful conditions or working irregular hours. Requires frequent exposure to communicable diseases, body fluids, toxic substances, medicinal preparations, and other conditions common to a clinic environment. The employee frequently is required to reach with hands and arms.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Ability to work with a moderate noise level in the work environment is required.

The above information is intended to describe the most important aspects of the job. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required in order to perform the work. The health center reserves the right to revise or changed job duties and responsibilities as the business need arises. Additionally, this job description is not intended as an employment contract, implied or otherwise, and the Center continues to maintain its status as an at-will employer. If the essential functions of this position cannot be performed in a satisfactory manner by the employee, reasonable accommodations may be made.