Patient Care Specialist

POSITION SUMMARY

This position will assist qualified patients to enroll as a patient and into FHCN’s discount program and SC Thrive benefits as well as determine their eligibility for same. This position will facilitate the process for patients to access outside financial assistance. Provide information to patients and clients about FHCN’s policies and procedures as they pertain to enrollment and eligibility for available financial programs.

ESSENTIAL DUTIES AND RESPONSIBILITIES (Included but not limited to the following).

• Functions in accordance with and in support of FHCN’s mission, vision, policies, and procedures.
• Provides exceptional, personalized customer service to patients, vendors, and community partners by welcoming them into the facility with a warm smile and eye contact.
• Review and update as needed patient demographics to check eligibility for all patients; verify financial coverage.
• Performs greeting activities in the waiting room, to include but not limited to, assisting patients and other visitors, monitoring wait times, keeping in contact with patients/visitors, and providing miscellaneous forms and requested items.
• Assists patients with Kiosk and manual registration process utilizing practice management software system.
• Utilizes strong communication skills to route calls and properly engage patients, vendors, or community stakeholders.
• Interview patients to assist with and begin the process to access financial assistance; procure necessary paperwork from patients, including proof of income and any other pertinent documents.
• Coordinate with in-house case managers and resources to facilitate a patient/client application process to outside agencies; whenever applicable, do an intra-agency referral to a case manager. All billable services will be referred to an appropriate in-house staff member.
• Determine a patient’s eligibility for FHCN’s in-house discount/sliding fee scale, input sliding fee information into the practice management system.
• Facilitate payment plan with the appropriate in-house billing staff.
• Access and have a basic understanding of all agency practice management systems.
• Update eligibility and financial information on a regular basis.
• Educate patients on FHCN’s intake policies.
• Stays current with enabling program options within the community and state.
• Maintains working knowledge of all FHCN services and programs.
• Utilizes practice management software to document detailed messages for FHCN staff with a high level of accuracy.
• Works in a demanding, fast-paced environment with constant public contact, frequent interruptions, and occasional crisis situations.
• Understands and responds effectively and with sensitivity to special population groups, including those defined by race, ethnicity, language, age, gender, sexual orientation, economic standing,& others
• Complies with center’s policies and procedures.
• Participates in continuous quality improvement activities.
• Perform other duties of the supervisor which are consistent with the position and in compliance with agency policies and procedures.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Possess and utilize effective organizational skills.
• Be able to work effectively and productively in a high stress and high “needs” environment serving the under and uninsured population.
• Be able to operate telephone system and maintain functions of all computerized systems.
• Must possess basic math skills.
• Maintains positive behaviors, communications and other outward expressions regarding FHCN.
• Maintains positive, constructive, cooperative, and professional working relationships with coworkers.
• Maintain confidentiality and HIPAA compliance.
• Excellent organizational and customer service skills demonstrated across a wide range of customers.
• Excellent verbal and non-verbal communication skills
• Technically proficient computer skills with Microsoft Office Suite (Word, Excel), Practice Management System (EHR/Kiosk), and phone system.
• Ability to accept and implement coaching and feedback to achieve individual and team performance goals.
• Strong attention to detail and problem-solving skills.
• Ability to work independently and as a team member in a fast paced and high-pressured environment.
• Bilingual in Spanish and English preferred.

EDUCATION AND EXPERIENCE

• Bilingual (Preferred)
• High School Diploma/GED.
• Minimum 1 year as a medical receptionist and/or customer service experience preferred.