Patient Support Representative

Appalachian Mountain Health; Robbinsville (NC); On-site; USD 19,000 - 25,000; Full time

Job summary

Appalachian Mountain Health is seeking a Patient Support Representative to serve as the frontline contact for clients, providers, and third parties in our Robbinsville, NC office. This role handles screening, scheduling, registration, and payments, ensuring a courteous and welcoming experience.

You will manage communications via EHR, verify insurance information, and triage or refer clinical inquiries to the right staff.

Qualifications

• Experience with verifying client insurance is preferred but not required.
• Ability to handle high-volume telephone inquiries with professionalism.

Responsibilities

• Answer 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.
• 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.
• Collecting payments.
• Verifying insurance information.

Skills

Customer service

Phone etiquette

De-escalation skills

EHR familiarity

Insurance verification

Tools

EHR system

Registration software

Job description

JOB SUMMARY

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

KEY RESPONSIBILITIES

• 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.
• 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.
• Collecting payments.
• Verifying insurance information.

REQUIREMENTS

• 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.