Patient Services Specialist (Front Desk) - Room for Advancement

Patient Service Specialist

Front Desk Support for Health Centers providing services for Medical, Dental, and Behavioral Health

*Are you looking for meaningful, rewarding work that provides access to exceptional, comprehensive, and integrated health care for all. Join our growing team here at Choptank Community Health.

Job Summary: The Patient Services Specialist (Front Desk Administrative Support) position is part of a team that helps ensure the efficient operation of a health center. Tasks include patient pre-registration, registration, appointment confirmation, and scheduling. This position is responsible for greeting the patient and providing quality customer service in person and on the telephone. You will also be responsible for collecting patient insurance, verifying insurance information, or assisting patients with enrollment in our sliding fee program.

Required Skills/Abilities:

• Working knowledge of automated patient data systems.
• Must be proficient in computer skills.
• Must have basic math skills.
• Working knowledge of CDT and ICD10 coding.

Education and Experience:

• High school diploma or equivalent
• Minimum six months experience preferred.

Core Values:

• · Commitment To Service
• · Respect
• · Quality
• · Teamwork
• · Patient Focus
• · Integrity
• · Accountability
• · Caring & Compassion
• · Professionalism
• · Listening & Responding
• · Safety

Job Related Competencies:

• · Empathetic Outlook- The ability to perceive and understand the feelings and attitudes of others; the ability to place oneself “in the shoes” of another and to view a situation from their perspective.
• · Attention to Detail- The ability to process detailed information effectively and consistently.
• · Problem Solving- Identifies and analyzes problems weighing the relevance and accuracy of available information. Generates and evaluates alternative solutions and makes effective and timely decisions.
• · Communicates Effectively- Developing and delivering multi-mode communication that convey a clear understanding of the unique needs of different audiences.
• · Values And Ethics- Serving with integrity and respect in personal and organizational practices. Ensuring decisions and transactions are transparent and fair.
• · Time Management- The ability to effectively manage one’s time and resources to ensure that work is completed efficiently.

Duties/Responsibilities:

• Receives calls from patients and provides customer service
• Practices AIDET with all patient interactions.
• Adheres to and models CCHS Standards of Behavior
• Follows schedule template for all providers.
• Consistently answers calls within 4th ring.
• Always follows established procedures for handling patient calls and visits.
• Works with the clinical staff to coordinate patient flow and emergency visits.
• Greets patients in a professional manner as they enter the health center and on the telephone.
• Notifies clinical staff of all emergent patient phone calls.
• Addresses patient concerns with Site Director in timely and responsive manner.
• Always maintains patient confidentiality.
• Payments balanced daily.

Appointment scheduling

• Accurately and thoroughly schedules patients according to schedule templates and scheduling guidelines.
• Documents no show and cancel status in the practice management system.
• Manages same day requests in coordination with clinical team.
• Reschedules patient appointments as needed.
• Troubleshoots scheduling problems.

Registration

• Utilizes electronic medical record software to register and update demographic data.
• Verifies insurance eligibility per established procedure for all scheduled patients.
• Ensures all registration forms are completed during first appointment and verified at every visit and signatures are obtained annually.
• Ensures all insurance information is verified at every visit.
• Determines patient’s eligibility with the sliding scale and verifies proof of income consistent with current policies.
• Assists with obtaining authorizations for medical treatment.
• Prepares non-covered form as determined by insurance.

Payment Collection

• Receives co-payments, self-payments, and gives appropriate receipts
• Keeps money secure and balanced in locked cash drawer.
• All monies collected are reconciled daily.

Performs Other Duties as Required

• Takes initiative to solve problems and recommends improvements to the office manager.
• Monitors texting platform for incoming texts to communicate with patients.
• Traveling to other CCHS site to cover shortages within the health centers.
• Consistently displays professionalism during interaction with CCHS customers, staff, and clinicians.
• Attends weekly huddles, monthly site meetings, department meetings and full staff meetings as required.
• Promotes customer service with patients and outside contacts
• Maintains inventory of office supplies by communicating low stock to designated person.
• Maintains petty cash.
• Ensures the front desk area and patient waiting areas are neat and presentable to assure safe environment.
• Responsible for mail and package deliveries.
• Takes initiative and prioritizes effectively
• Works with other staff to achieve a desirable working environment.
• Regular, reliable attendance is a requirement of this job.

Job Type: Full-time

Pay: Negotiable based on experience

Benefits:

• Certification scholarships available
• Paid holidays
• 401(k)
• 401(k) employer match
• Health insurance
• Flexible spending account
• Vision insurance
• Dental insurance
• Life insurance
• Employee assistance program
• Paid time off
• Tuition and Education Assistance
• Employee wellness program

Physical setting: Office

Schedule: 8 hour shift - Monday to Friday