Patient Engagement Specialist – Wiley Clinic ($18.99 -$24.31)
POSITION SUMMARY
The Patient Access & Care Coordination Specialist serves as the first point of contact for patients, providing a warm and welcoming experience while supporting them through every step of their care journey. This position combines front desk reception, eligibility determination, and healthcare navigation duties to ensure patients, especially those in unserved or underserved populations, receive timely, coordinated, and culturally sensitive care. Responsibilities include assisting patients before, during, and after appointments; verifying insurance and financial eligibility; scheduling; coordinating referrals; providing translation services; connecting patients to community resources; and supporting care plans developed with the provider team.
High Plains Community Health Center (HPCHC) is an equal opportunity employer and strives to create an environment for career advancement and professional growth at all levels. HPCHC complies with organization-wide policies and Federally Qualified Health Center and OSHA requirements, related to the performance of HPCHC operations and requirements of the compliance program.
PRODUCTIVITY AND EXPECTATIONS:
The Patient Access & Care Coordination Specialist is an essential component to the success of HPCHC. This position is expected to prioritize time and responsibilities in the following manner:
40% Patient Access & Front Desk
- Greet and assist patients, guests, and staff with a high level of customer service in person and over the phone.
- Check in patients, disperse and collect required paperwork, and update demographic and insurance information.
- Collect co-pays, balances, and assist with billing or insurance-related questions.
- Schedule and confirm appointments for medical, dental, and behavioral health services.
- Answer and route phone calls, take messages, and provide results approved by providers.
- Maintain accurate records in the electronic medical record (EMR) system, including scanning, , and account updates.
30% Eligibility & Financial Services
- Determine patient eligibility for financial assistance programs and establish payment plans for self-pay patients.
- Assist patients with completing applications and paperwork for qualified programs and services.
- Document eligibility changes in the billing system and follow up on delinquent accounts.
- Reach out to patients losing insurance coverage and offer assistance.
- Assist Finance with A/R clean-up projects.
30% Care Coordination & Patient Navigation
- Provide language interpretation and translation in both English and Spanish for patients and providers.
- Identify and address barriers to care, including transportation, financial, and social support needs.
- Refer patients to community resources and programs offered at HPCHC.
- Review social determinants of health questionnaires and provide targeted support and education.
- Review Azara patient lists and reach out to patients to work on eliminating care gaps.
- Participate in quality improvement initiatives.
QUALIFICATIONS
- High school diploma or equivalent required; Associate degree preferred.
- Spanish proficiency is preferred.
- Experience in healthcare, medical billing, care coordination, or customer service preferred.
- Ability to use EMR systems, Microsoft Office Suite, and standard office equipment.
- Strong communication skills, with the ability to interact effectively with diverse and underserved populations.
- The position requires a working knowledge of modern office practices and This includes but is not limited to:
- Proficiency in using the Internet, Microsoft Office programs and general computer
- Skill in operating office equipment such as copier, fax machine, scanners,
GENERAL REQUIREMENTS
- Demonstrates commitment to the organizational mission, vision, and values.
- Maintains knowledge of federal and state regulations related to FQHC’s and relative practice area.
- Exhibits the ability to make sound decisions for delivery of care/services.
- Demonstrates effective relationships with clinic staff, patients, public, outside vendors/agencies, and providers.
- Communicates effectively; demonstrates ability to speak, read, and write professionally, as well as compile, analyze and present information in English and Spanish.
- Maintains confidentiality of patient information.
- Exercises professional judgment, courtesy, and professionalism in daily interactions with others.
- Works both independently and as part of a team; establishes and maintains effective working relationships with health care team members and diverse patient populations.
- Displays time management and organizational skills to consistently meet deadlines.
- Performs other duties as required.
There will be opportunities for other duties as this position may evolve and policies and training may change. Reasonable accommodation will be reviewed, and modifications may be made according to ADA guidelines. This position utilizes proper body mechanics, transfer/lifting techniques, and appropriate equipment to minimize fall risk to patients and/or injury to self.
Pay: $18.99 - $24.31 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
