Patient Services Representative - Behavioral Health

Chiricahua Community Health Centers, Inc; Village Meadows (AZ); On-site; USD 32,000 - 52,000; Full time

Job summary

Chiricahua Community Health Centers, Inc. in Arizona seeks a Patient Services Representative for the Behavioral Health program. You will greet patients, verify benefits, schedule intakes, and support front-desk operations with professionalism.

Responsibilities include assisting with telehealth invites, coordinating appointments, posting payments, and translating for counselors when needed. A customer-service mindset and HIPAA awareness are essential.

Qualifications

• High School Diploma or GED required.
• 1 year of customer service or office support experience.
• Driver's license and proof of insurance may be required if mileage reimbursement is requested.
• Valid Fingerprint Clearance Card.
• Bilingual English/Spanish preferred.
• Experience in healthcare/behavioral health preferred.

Responsibilities

• Frontline greeter for Behavioral Health Clinic and performs general administrative duties.
• Verifies benefits and eligibility, and schedules new intakes and telehealth invites.
• Schedules and confirms patient appointments; assists with follow-up scheduling.
• Assists with patient forms, payment collection, and sliding fee discount processes.
• Interprets Spanish for counselors and other team members when needed.
• Maintains lobby and patient areas with PPE and coordinates meetings and case load tracking.

Skills

Customer service

Office support

Bilingual English/Spanish

English proficiency

HIPAA awareness

Education

High School Diploma or GED

Healthcare/behavioral health experience preferred

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.