Patient Support Services Specialist (Receptionist)

Patient Support Services Specialist (Receptionist)

Department: Patient Support Services

Reports to: Patient Support Services Supervisor

Pay Range: $18 to $20 per hour (DOE/DOQ)

Hours per Week: 40 hours

Work Days: Monday to Friday 8-5

Benefits:

• Medical, Dental & Vision Insurance

• Vacation, Sick Leave, Float Days & Paid Holidays

• 403(b) Retirement Plan

• Life Insurance

• Long Term Disability

• Wellness Program

• Employee Assistant Program

• LifeFlight Membership

• Education Allowance

JOB PURPOSE: Supports clinical operations and promotes a collaborative team environment within the Peninsula Behavioral Health main office and its satellite offices. Performs general clerical and reception duties in an orderly and efficient manner, maintaining good public relations with staff, clients, visitors, and callers. Facilitates all aspects of access to services for new clients, interfaces with agency staff, and coordinates appointment scheduling.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Operates telephone, routes calls, responds to phone inquiries promptly and provides pertinent information regarding outpatient services to clients, families, and referral sources.

• Welcomes, registers, and announces clients and visitors in a polite and business-like manner, as appropriate.

• Opens and closes office in accordance with checklist and procedures; maintains physical security of agency property and confidential materials.

• Ensures a neat and clean appearance of the lobby and common areas through basic tidying, prompting, or referral to maintenance as appropriate.

• Provides assistance to clients as needed with filling out forms and coordination with PBH Care Navigation and Finance departments.

• Gathers funding and eligibility information from new clients to be evaluated for appropriateness for services and at which location.

• Collects and enters new client data into the medical record system, verifies/updates current client geographic information, and documents request for services in the clinical record.

• Makes copies of insurance information and distributes it to the Finance department; collects other financial data as needed. Receives copays, reconciles cashbox daily, and keeps weekly receipt log updated.

• Schedules medical, primary care, therapy, and intake appointments, and provides assistance in reducing no-shows when requested.

• Maintains staff attendance board and vacation requests and/or planned leave of all staff.

• Immediately notify supervisor or PBH Supervisor of the Day of disturbances or complaints registered by clients.

• Maintains familiarity with and handles client information in accordance with Federal Regulations (42CFR part Two) and the Revised Codes of Washington (RCW 71.05.390 and RCW 71.24) and other applicable laws pertaining to confidentiality of client and staff information.

SECONDARY DUTIES AND RESPONSIBILITIES:

• Daily, sustained use of desk-top computer, including electronic mail, internet, and common business applications software (MS-Word, MS-Excel, MS-PowerPoint).

• Frequent access of electronic health records to access and organize data and generate business correspondence, reports, spreadsheets, etc.

• Frequent use of common office machines, including copier, 10-key adding machine, facsimile machine, and paper shredder.

PERFORMANCE EXPECTATIONS:

• Meets attendance and punctuality standards necessary for effective client care.

• Demonstrates flexibility in adapting to changing work demands.

• To accomplish assigned duties and responsibilities in a timely, efficient manner in accordance with deadlines, agency policies, laws, and regulations.

• Maintain communication with Supervisor and other Front Office staff to report in a timely manner any daily information that is needed to continue an efficient workflow.

• Participate in providing a supportive, positive, and encouraging work environment.

• Performs other duties as assigned or requested.

REQUIRED EDUCATION, LICENSE(S), CERTIFICATION, AND EXPERIENCE:

Education: High school diploma or G.E.D.

Experience: Prior office medical office administrative experience, minimum of three years receptionist or similar office environment experience.

Additional requirements:

• Must be able to pass a pre-employment drug test and background check

• Must be able to provide vaccination records for MMR, HepB, Tdap and recent flu shot

KNOWLEDGE, SKILLS, AND ABILITIES:

Essential:

• Ability to type 45 words per minute with no errors.

• Knowledge of standard business letter composition; ability to prepare and edit documents for grammar, punctuation, spelling.

• Written and oral communications skills, including ability to compose routine office correspondence.

• Ability to exercise good judgment in evaluating situations, making decisions, and following written and oral directions.

• Strong interpersonal skills and ability to interact in a pleasant and professional manner, both in-person and on the telephone.

• Ability to prioritize, organize, work effectively, and meet deadlines with minimal supervision and with frequent interruptions.

• Ability to keep Supervisor of Patient Support Services appropriately informed while maintaining confidentiality at all times.

NATURE AND SCOPE:

Physical Demands:

• Moderate physical effort (lifts/carry up to 25 lbs.)

• Occasionally lifts supplies and equipment.

• Extended periods of sitting at a desk.

• Required Protective Equipment: maintain Standard Precautions and use barriers (gloves, masks, aprons, goggles) appropriately in all potential exposures to body fluids.

Cognitive Skills:

• Effective verbal and written communication skills.

• Effective team building techniques.

Working Environment:

• May be exposed to infections and contagious diseases.

• Works in a clean, well-lit, and ventilated office.

• Occasionally exposed to patients exhibiting assaultive behaviors.

Working Demands:

• Frequent pressure due to multiple calls, inquiries, and interruptions.

• Contact with clients under a wide variety of circumstances.

• Subject to varying and unpredictable situations.

• Handles emergency or crisis situations.

• Manage collaboratively with other members of PBH staff.

• Maintains familiarity with and handles client information in accordance with Federal Regulations (42 CFR, Part 2), the Revised Code of Washington (RCW 71.05.390 and RCW 71.24), and other applicable laws pertaining to confidentiality of client and staff information.

Principal Challenges:

• Performing multiple administrative duties requiring attention to detail in an efficient manner with constant interruptions.

• Maintaining professionalism under a wide variety of sometimes stressful circumstances.

• Peninsula Behavioral Health does not discriminate because of a person's presence of any sensory, mental, or physical disability, race, creed, color, national origin, sex, sexual orientation, gender identity including transgender status, marital status, pregnancy, childbirth, and pregnancy-related conditions, age (40), honorably discharged veteran or military status, or use of a trained dog guide or service animal by a person with a disability, state employee or health care whistleblower status.