Patient Services Representative - Behavioral Health

Chiricahua-Community-Health-Centers; Village Meadows (AZ); On-site; USD 21,000 - 29,000; Full time

Job summary

Chiricahua-Community-Health-Centers is seeking a Patient Services Representative for the Behavioral Health program. You will engage patients and staff, verify benefits, schedule new intakes and telehealth invites, and assist with forms, payments, and eligibility issues.

This role requires strong customer service skills, English proficiency, and ideally Spanish interpretation support for counseling teams. Some travel and flexible hours may be required to support clinic operations.

Qualifications

• High School Diploma or GED required.
• 1 year of experience in customer service or office support.
• Fingerprint Clearance Card required or possible.
• Valid driver’s license and proof of insurance may be required for mileage reimbursement.

Responsibilities

• Greet and assist patients and staff in the Behavioral Health Clinic.
• Verify benefits, eligibility, and authorization for services.
• Schedule patient appointments and telehealth invites; prepare follow-ups.
• Handle forms, demographics, and payment processing for self-pay and sliding fee discounts.
• Assist with prior authorizations and messaging; maintain provider files and BH records.
• Provide Spanish interpretation for counselors and telehealth as needed.

Skills

Customer service

Bilingual Spanish (preferred)

Communication

Telephone skills

Multitasking

Education

High School Diploma or GED

Tools

Electronic Health Records

HIPAA compliance

Job description

Job Title: Patient Services Representative - Behavioral Health

Reports To: Program Administrator, Behavioral Health

Job Summary: 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.

Qualifications and Requirements:

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.

Essential Job Duties:

• 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.

Required Education, Experience, Certificates & Licenses:

• 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.

Required Education, Experience, Certificates & Licenses:

• Experience in a healthcare and behavioral health setting preferred.

Required Language Skills:

• 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.

Physical Requirements:

• 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.

Other Required Knowledge, Skills, and Abilities:

• Ability to add, subtract, multiply, and divide in all measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percentage.
• Ability to gather data in an organized fashion from varied sources.
• Ability to take direction and perform assignments accordingly.
• Ability to deal with challenges involving one or more variables in routine situations.
• Knowledge of prepaid health plans and community health centers preferred.
• Ability to comprehend and understand insurance co-pays.
• Knowledge of HIPAA rules and regulations.
• Computer literacy required.
• Knowledge of Electronic Health Records preferred.
• Ability to provide excellent customer service by mail, telephone, and in-person.

Work Environment & Conditions:

• Work environment is typical of a health clinic setting with occasional exposure to communicable diseases, bodily fluids, and hazardous chemicals.
• Work requires reliable transportation as position requires occasional travel and extended hours to include early mornings, evenings, holidays, and weekends.
• If hired for a float position, the position requires frequent travel to any health center as needed.