Patient Support Representative

Description

Patient Support Representative/ “Front Desk” works in the Behavioral Health office as a general point of contact for all clients, providers, and third parties contacts.

• Answering screening prioritizing and delegating large amounts of telephone inquiries in a friendly professional manner including de‑escalation skills for clients with behavioral health needs.
• Returning client, provider and third party calls in a timely manner
• Referring client inquiries of a clinical nature to the appropriate clinical staff for triage
• Scheduling appointments in accordance with AMH Behavioral Health Program guidance.
• Provide a welcoming first impression of the organization
• Client check in and complete full registration process
• Experience with verifying client insurance is preferred but not required.

• Sending and following up on messages between client’s and providers/clinical staff members via EHR
• Read through for previous messages/encounters related to patient inquiry to clearly and efficiently communicate with patient and staff.
• Maintaining electronic health records (EHR) and documenting each point of contact within the EHR.
• Verifying information on file and updating said information as necessary.
• Using data and client registries to outreach to patients in need of preventive care and follow‑up for chronic conditions.
• Utilizing working knowledge of up‑to‑date insurance credentialing information to correctly schedule appointments.
• As appropriate, triaging phone calls and following up on client’s requests.