Summary: The Patient Support Specialist provides advanced support services in Front Desk and Registration operations that support and enhance patients' access to primary care and other Heartland Health Centers services. The PSS is a crucial link between the patient and care delivered by HHC clinical staff, and supports HHC's mission to improve the well-being of the communities we serve by providing accessible, high-quality healthcare. The PSS works collaboratively with all clinical services staff in support of direct patient services, exhibiting flexibility and a "can do" attitude. Patient services are the PSS's key priority. The PSS is the point of contact with other internal and external departments with the goal of fostering an environment promoting patient comfort and trust. The PSS must exemplify HHC's core values and mission, and always exercise the utmost discretion, diplomacy and tact when interacting with patients and staff. Individual accountabilities and work volume will be established through the development of annual Success Objectives, within the framework outlined below.
Essential Duties and Responsibilities:
Welcomes and greets patients, guests and external parties using Heartland Health Centers standardized customer service tool in a helpful and friendly manner.
Determines the visit purpose and directs patients and others to the appropriate person and/or departments.
Initiates the coordination of interpretation services for patients, as needed.
Registers patients and educates patients regarding services, payments, and patient rights and responsibilities.
Verifies patient demographic information at every visit and when scheduling appointments.
Maintains familiarity with and communicates various fee scales.
Maintains a thorough understanding of medical coverage and third-party liabilities.
Verifies and updates third party insurance.
Collects patient financial assessment documentation prior to assigning sliding fee scale discount.
Collects co-pays and issues receipts to patients.
Maintains an accurate daily log of co-pay activity.
Answers and accurately directs incoming calls.
Makes, reschedules and confirms appointments on patients' behalf, as needed.
Assists with incoming and outgoing mail, and sorts, distributes and logs mail for patients.
Works with Care Teams to conduct quality assurance initiatives.
Monitors and maintains the patient flow within the waiting area.
Maintains waiting areas, manages patient flow and minimizes delays.
Maintains patient waiting room and front desk areas in an organized and neat manner.
Exercises problem-solving and conflict resolution skills when handling patient complaints; escalates to appropriate personnel.
Must be able to work at various Heartland Health Centers locations, as required.
Other general office duties may be assigned.
Additional Essential Duties & Responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
High School Diploma, GED or equivalent and three years of related experience required, or
Associates degree and one year of related experience, required.
Prior experience within a customer service or a healthcare related field is required.
Certificates, Licenses, Registrations:
Ability to use computer software to accurately enter data, and receive, organize, prioritize, and transmit information in a timely manner.
A working knowledge of medical terminology and new developments in the health care delivery system, including federal and state health care regulations.
Ability to implement organization policies and procedures and maintain compliance with established risk management and safety procedures, including patient privacy through HIPAA.
Exhibits flexibility, accountability, critical thinking and problem solving.
Demonstrates compassion, empathy, respect and cultural sensitivity.
Performs accurate high quality work in a courteous manner within a fast-paced environment.
Communicates professionally and collaboratively.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk and hear.
The employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms.
The employee is occasionally required to stoop, kneel, climb or crawl.
Specific vision abilities required by this job include close vision and ability to adjust focus.
The employee must occasionally lift and/or move up to 10 pounds.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Heartland Health Centers makes all hiring and employment decisions, and operates all programs, services, and functions without regard to race, receipt of an order of protection, creed, color, age, gender, gender identity, marital or parental status, religion, ancestry, national origin, amnesty, physical or mental disability, protected veterans status, genetic information, sexual orientation, immigrant status, political affiliation or belief, use of FMLA, VESSA, military, and family military rights, ex-offender status (depending on the offense and position to be filled), unfavorable military discharge, membership in an organization whose primary purpose is the protection of civil rights or improvement of living conditions and human relations, height, weight, or HIV infection, in accord with the organization's AIDS Policy Statement of September 1987.