Compassionate Patient Services Specialist - Pediatrics

Leaps & Bounds Pediatric Therapy; Corona (CA); On-site; USD 28,000 - 39,000; Full time

Job summary

Leaps & Bounds Pediatric Therapy in Corona, CA is seeking a Patient Service Representative to deliver a warm, professional patient experience from inquiry to discharge. The PSR will coordinate with clinicians and administrative staff to enroll patients in the Raintree Portal, verify insurance, schedule appointments, and handle billing questions.

This role requires 3+ years in a medical setting, strong communication, and the ability to multitask in a fast-paced clinic.

Qualifications

• Must have at least 3+ years of experience in a medical setting.
• Must be available to work flexible schedules including weekends, evenings, and holidays.
• Excellent written and verbal communication skills.
• Proficient in MS Word, Excel, PowerPoint, Outlook, and Raintree.
• Ability to multitask in a fast-paced environment.
• Demonstrate professional and compassionate customer service to patients and families.

Responsibilities

• Provide direct, friendly, and compassionate customer service at each customer interaction including phone, email, and in-person.
• Educate and enforce Leaps code of conduct, policies, and procedures to ensure compliance amongst customers.
• Serve as the liaison between patients and clinicians, going the extra mile to ensure clinicians have everything they need to ensure a productive session.
• Promote Company events and secure participation from all who enter Leaps.
• 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.
• In collaboration with Clinical Supervisor, maximize schedules to accommodate patients and assist with timely documentation.
• Schedule patients appropriately within clinician productivity expectations.
• Adhere to Company scheduling policies and ensure number of assessments, designated documentation, and other guidelines are met.
• Execute full patient onboarding process, including but not limited to insurance verification, Raintree account set up, evaluation scheduling, etc.
• Execute all existing 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.
• Understand and accurately explain the enterprise of Leaps & FOLB, explain the differences between the two organizations, and recruit parent participation through parent education.
• Manage, update, educate, and promote the parent resource binder and other resources available to them.
• 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.
• Accurately answer questions regarding: Authorization v. prescriptions, BIC forms, IRC Copay Assistance Program
• Establish a strong line of communication with Clinical Supervisor to report patient experiences.
• Escalate concerns to the Clinic Director or Headquarters as it relates to policies, procedures, and billing, or other administrative concerns.
• In collaboration with Marketing, administer and collect patient surveys, and assist with all marketing initiatives.
• Handle patient dropouts/discharges, in collaboration with Marketing and Clinical Division. Ensure families are followed up in a timely manner per Company procedure, to ensure customer satisfaction.
• Develop strong rapport with all families served and connect on positive experiences.
• Maintain confidentiality and strictly adhere to HIPAA practices.
• Ensure a safe, clean waiting room, and make recommendations for overall appearance, cleanliness, and safety to improve patient experience.
• Advise volunteers on clinic needs and serve as a resource for all things Leaps.
• Other duties as assigned by Management.

Skills

Customer service

Communication

Teamwork

Problem solving

HIPAA compliance

Tools

MS Word

Excel

PowerPoint

Outlook

Raintree

Job description

Leaps & Bounds Pediatric Therapy in Corona, CA is seeking a Patient Service Representative to deliver a warm, professional patient experience from inquiry to discharge. The PSR will coordinate with clinicians and administrative staff to enroll patients in the Raintree Portal, verify insurance, schedule appointments, and handle billing questions.

This role requires 3+ years in a medical setting, strong communication, and the ability to multitask in a fast-paced clinic.