Patient Services Representative - Behavioral Health

Job Title:

Patient Services Representative - Behavioral Health

Reports To:

Program Administrator, Behavioral Health

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.

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.

• 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.

• 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.

• Experience in a healthcare and behavioral health setting preferred.

• 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.

• 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.