Patient Service Support

The Patient Service Support will provide a comprehensive patient experience across the journey with Leaps & Bounds, from patient/family inquiry to successful discharge. The PSS will work collaboratively across all divisions of Leaps to deliver warm, friendly, professional, comprehensive, quality service to all patients and their families. The PSS will represent Leaps well in all interactions with guests, patients, families, volunteers, donors, and the community. The PSS contributes to the company’s overall mission and objectives by meeting and exceeding established targets

Compensation: $23.00 an hour

Hours of Operation:

Monday - Thursday: 7:30am-6:30pm

Friday: 7:30am-6pm

*Rotating Saturday shift every 6-7 weeks*

Must have availability to work mornings, evenings, and weekends, as needed.

Responsibilities:

• Provide direct, friendly, and compassionate customer service at each customer interaction including phone, email, and in-person.
• Answer and manage a high volume of inbound calls from members, providers, and health plan representatives, and direct them as appropriate.
• Reschedule patients as needed, avoiding clinic cancels, offering telehealth.
• Manage incoming and outgoing faxes through RT. Ensure all faxes reviewed by 12pm are sorted, ensuring 0 faxes in queue by end of day.
• Follow up with physicians' offices on outstanding plan of care signatures, ensuring they are updated and completed with 29 days of scheduled/attended appointment. Follow up with the therapist as needed.
• Verify IEHP eligibility on a bi-monthly basis, with primary and secondary.
• Communicate with parents regarding disenrollment of benefits or “other healthcare coverage”, as needed.
• Communicate with parents promptly when eligibility needs to be updated within Raintree, and update the schedule as needed.
• Process medical record requests in accordance with Company policy.
• Process hold program requests in accordance with Company policy.
• Schedule new patients' treatments within 7 days of the evaluation.
• Review and respond to all messages (voicemails, emails, etc.) received through Raintree portal and answer incoming/outbound emails within 24 hours of receipt.
• Educate and enforce Leaps code of conduct, policies, and procedures to ensure compliance amongst customers.
• Communicate with therapist to ensure appointment readiness.
• Enroll and educate patients on Raintree Portal and appropriate usage; ensuring functions are utilized including but not limited to credit card payments, receipts, statements, and notes/reports, cancelling and rescheduling advanced appointments.
• Support patient scheduling, including but not limited to scheduling assessments, plan of care expectations, maintain plan of care signatures, removing clients from schedule after discharge, etc.
• Accurately answer parent billing related inquiries including but not limited to patient balance, payment history, insurances that are accepted, and the practice’s insurance contracts.
• Escalate concerns to the Patient Services Representative as it relates to parent concerns.
• Communicate patient dropouts/discharges in accordance with Company policy.
• Maintain confidentiality and strictly adhere to HIPAA practices.
• Other duties as assigned by Management.

• Must have at least 3+ years of experience in a medical setting.
• Must be available to work flexible schedules including weekends, evenings, and holidays.
• Consistent and regular attendance.
• Ability to solve problems by finding creative solutions and following through.
• Demonstrate a positive attitude, professional conversational skills, and enjoy working with families and patients.
• Ability to work independently and within a team.
• Ability to handle multiple tasks simultaneously and manage one's own time appropriately.
• Able to engage families in a clear and professional manner.
• Demonstrate the ability to act in a professional manner and maintain competency in a fast-paced work environment.
• Proficient in the use of MSWord, Excel, PowerPoint, Outlook, and Raintree.
• Proficient in all administrative functions of Raintree.
• Excellent written and verbal communication skills and the ability to use discretion regarding confidential matters.
• Ability to multitask and operate in a loud, busy environment.
• Ability to work well under pressure and meet deadlines, goals, and targets.
• Demonstrate sound judgement making skills.
• Ability to work in a high paced work environment, while maintaining attention to detail and a high level of accuracy.
• Demonstrate a high level of resiliency by being flexible and adapting to changes quickly.
• Demonstrate enthusiasm about the Company’s mission, the role, and enjoy working in pediatrics.
• Continuously working towards advancing skillsets.
• Ability and willingness to sit or stand at a desk for long periods of time.
• Intermittently twist to reach equipment or supplies surrounding desk.
• Use a telephone and computer keyboard on a daily basis.
• Ability and willingness to stand/walk/reach/bend throughout shift.
• Ability and willingness to lift, lower, push, carry, or pull up to 40-50 lbs. on an as needed basis.