Job Summary:
As a Patient Services Specialist, the position supports patients accessing healthcare services, and serves as front desk receptionist to answer inquiries and provide information to the public, customers, visitors and other interested parties regarding activities conducted at establishment and location of departments, offices and employees with the organization.
Essential Duties and Responsibilities:
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Greets all patients, families, guests, coworkers, etc. in a professional manner.
- Responsible for obtaining accurate patient demographic information, validating addresses, identifying and verifying health insurance information for Billings Urban Indian Health and Wellness Center.
- Performs registration processes in accordance with types of care/services rendered (e.g. primary care, mental health, addiction counseling, etc.). This includes:
- Collect and scan patient identification and insurance cards per policy and procedure.
- Perform all registration quality assurance checks upon patient check in.
- Completes CMS requirements and federal/state requirements per regulations.
- Provides registration packets to new patients and explains BUIHWC’s consent to treatment and financial responsibility policies.
- Perform clerical, scheduling, and records activities in support of patients and clinical staff.
- Complete referral coordination and documentation as needed.
- Input of documentation into the electronic health records with accuracy.
- Communicates with clinical staff, provider teams and other support staff to streamline coordination of care.
- Works closely with the financial department to collect all Point of Service (POS) transactions.
- Meets or exceeds departmental goals and objectives as set forward by leadership, including productivity goals, collection goals and no-show procedures.
- Performs other duties as assigned as part of a cross-functional, enthusiastic, and self-directed approach to consistently deliver exceptional services, engagement, and professionalism.
Interpersonal Relationships:
- Have a high degree of social interactions, working with patients, families, and other professionals.
- Communicate by telephone, email, letters, in-person, and using various communication channels.
- Are regularly places in conflict situations with patients and their family members.
- Often deal with unpleasant, angry or discourteous people.
- Usually work as part of treatment
- Have a high degree of social interactions, working with patients, families, and other
- Communicate by telephone, email, letters, in person, and using various communication
- Are regularly placed in conflict situations with patients and their family
- Often deal with unpleasant, angry, or discourteous
- Are responsible for the health and safety of patients.
- Usually work as part of treatment
- Are somewhat responsible for the work performed by other counselors.
CERTIFICATES, LICENSES, REGISTRATIONS:
- Must have valid Montana State driver’s license.
- Maintains certification and licensures when applicable.
SPECIAL REQUIREMENTS:
- Must pass a background check and meet program expectations.
- May be required to attend evening meetings to participate in health services outreach and or health events to reach designated population.
Competencies or Knowledge, Skills and Abilities (KSA’s):
Federally qualified health centers; health care insurances; setting priorities; best practices; rural settings; medical administration; claims management; medical regulations; labor regulations, 330 Grant Funding; federal and state health assistance programs
Leadership; operations; finance; billing and information systems; purchasing; facilities maintenance; compliance for overall organizational health; managing a challenging budget; accomplishing a large workload; grant applications process; solving complex situations with varying interests; managing challenging areas; finding solutions considering various factors; partnering with nearby clinics, colleagues, and other entities to ensure successful outcomes; assertiveness and awareness; mentoring; change management; and emotional intelligence
Understand rural communities; possess tact and emotional stability; manage operations; uphold confidentiality, decision-making, and workforce plans; lead with grace and finesse; organize and prioritize work and manage multiple priorities; research and analyze data and delegate; establish and maintain effective working relationships with providers, management, employees, and contacts outside the organization; use Microsoft Office applications (Word, Excel, Access, Outlook, database software) and internet resources; work with speed and efficiency; make fair and consistent decisions; use good judgement; be tolerant; find solutions; study and apply concepts to processes; build trust; and meet deadlines.
Physical Demands & Working Conditions:
- Work is primarily in a small healthcare clinic environment.
- Frequently sit, with continuous full use of hands, repetitive movement, keyboarding, and clear vision, as well as speak and hear normal conversation.
- Requires high attention to detail with frequent deadlines, and internal and external social interaction.
- This position requires potentially long periods of continued walking, standing, stooping, bending, kneeling, squatting, reaching overhead, pulling, and pushing.
- Frequent lifting up to 10 pounds and occasional lifting over 50 pounds is required.
- The incumbent may be exposed to infected patients and contaminated materials and may be required to wear personal protective equipment (PPE).
- Physical ability necessary to enter and exit a car unaided and to operate a motor vehicle alone and unaided in a safe manner. Must be able to operate a vehicle and possess a valid driver’s license.
- Physical ability to walk short distances necessary to attend meetings and interface with other employees.
Occasionally, the work will require traveling to locations within or outside of the community with overnight travel.
