SUMMARY:

Performs client services duties to include demonstrating excellent customer service skills, admitting new clients, verifying insurance benefits, check-in for appointments, and collection of copays.

SUPERVISORY RESPONSIBILITIES:

N/A

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The Duties and Responsibilities reflect the general details considered necessary to describe the principal functions of the job and shall not be construed as a detailed description of all related work assignments that may be inherent to the job.

• Demonstrate excellent customer service skills. Respond to clients, staff, and telephone calls in a courteous, timely, and professional manner.
• Accurately register and/or update all necessary client demographics screens in the EHR for new clients.
• Verify insurance benefits and update payors and copays in the EHR for new clients.
• Scan and save identification and insurance cards to client record at any change in information.
• Prepare, label, scan and forward charts to Health Information Center after Intake.
• Perform appointment reminder calls for all scheduled outpatient appointments, informing client of copays owed (if applicable) and/or balance due or credit available (if applicable), verifying that insurance information is correct and complete, and verifying that home address is correct and complete, making updates as needed.
• During appointment reminder call, if the client is a telehealth client and will not be attending appointment on premises, attempt to collect copay over the phone.
• Check-in clients before their scheduled appointments, collect copays or balances, and verify insurance and address are complete and correct, making updates as needed.
• Assist clients with their questions regarding any outstanding balances. Refer to Patient Accounts Specialist if client requires further assistance.
• Manage standby or open access lists.
• Rotate staffing of “Welcome Desk” in lobby and assist clients with any questions they may have.
• Maintain cleanliness and order in the lobby.
• Performs other duties as required by supervisor.

CORE COMPETENCIES (Hourly):

• Maturity and sensitivity to the special needs of PPBH clients while possessing the knowledge of behavioral health and medical conditions.
• Ability to communicate client needs and information to behavioral healthcare staff.

• Ability to utilize and navigate an electronic health record, Microsoft office software, and insurance verification websites.
• Must possess an understanding for agency programs and make referrals to appropriate programs.
• Must be service oriented with good customer service skills.
• Must possess the ability to maintain client confidentiality.

QUALIFICATIONS, EDUCATION AND/OR EXPERIENCE:

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 essential functions.

• The individual must have one year related experience and a high school diploma or GED and/or training or equivalent combination of education and experience.
• Ability to apply common sense understanding and communicate effectively in order to carry out instructions both verbally and in writing with clients, in staff meetings, and with supervisors. Bilingual preferred.

• COMPUTER SKILLS: Must have Intermediate to advanced experience in MS Office Suite (Outlook, Word, Excel, and PowerPoint), the use of personal computers, and standard office productivity software.
• LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operation and maintenance instructions, and procedure manuals

REQUIREMENTS:

• A valid Class E Drivers’ License for positions that require driving personal or Agency vehicle on Agency business.
• Must maintain a minimum Bodily Injury & Property Liability insurance limit of at least $50,000 for positions that require driving personal own vehicle (POV) on Agency business. (Proof Required)
• PPBH is a 24/7 Agency. All employees must be available as needed when required.

PHYSICAL DEMANDS:

The physical demands 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 frequently required to use hands to finger, handle, or feel objects, tools, or controls and reach with hands and arms. The employee is occasionally required to stand; walk; sit; climb or balance; stoop; kneel; crouch; or crawl; and talk or hear.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.