Behavior - Patient Services Rep (on-site)

San Diego Community Health Center•San Diego, CA

28d•$22 - $26•Onsite

About The Position

The Behavioral Health Patient Services Representative serves the San Diego Community Health Center Behavioral Health Department and helps ensure patients receive a high level of care. The role greets patients, answers calls, registers patients, schedules appointments, verifies insurance and explains financial obligations, updates Eclinical Works (ECW) and electronic health records, completes administrative forms and documents, and performs clerical duties. The representative supports patient access and front-desk operations by maintaining accurate appointment, demographic, payer, insurance, and clinical records; coordinating with providers, patients, and staff; and helping maintain a clean, safe, and comfortable reception area. The role may also support clients experiencing a crisis and must follow applicable safety, privacy, customer-service, and compliance requirements. The position is on-site.

Requirements

High school diploma or GED equivalent.
At least one year of experience working in a behavioral health setting.
Current Basic Life Support (BLS) certification from the American Heart Association, American Red Cross, or an equivalent organization; certification must include an in-person, hands-on skills assessment, and online-only certifications are not accepted.
Consent to annual background checks as a condition of continued employment.
Comply with for-cause drug screening requirements.
Maintain required annual renewals, including professional licenses, certifications, physical examinations, TB testing, and mandatory regulatory trainings as assigned.
Excellent oral and written communication skills.
Excellent time-management and organizational skills, with attention to detail.
Ability to maintain confidentiality and meticulous records.
Effective interpersonal skills and ability to deal effectively with diverse individuals.
Ability to establish and maintain cooperative working relationships.
Ability to perform basic mathematical calculations required for the job.
Reliability and trustworthiness.
Knowledge of accounting software, database software, internet software, and Microsoft Office applications.
Ability to lift or move up to 10 pounds and move from place to place.
Ability to sit at a desk and work on a computer for prolonged periods, and to stand, bend, and reach for prolonged periods.
Ability to do math, organize and prioritize workload, work effectively under stress, multitask, understand and follow instructions, and supervise.
Availability for all shifts and, when required, evenings and weekends.

Nice To Haves

Experience serving a multinational, multicultural population.
Experience in a Federally Qualified Health Center (FQHC).
Familiarity with community health clinics and/or Indian Health Clinics.
Familiarity with ECW EHR.

Responsibilities

Greet patients courteously and respectfully, and maintain a clean, safe, and comfortable reception area and patient lobby.
Schedule appointments, send appointment reminders, and complete cancellations and rescheduling in a timely manner.
Interview patients and review or record medical history, verify patient information, and confirm the purpose of visits or treatment.
Complete records and administrative forms as assigned by providers.
Record billing information for services rendered, complete insurance forms, and respond to insurance and third-party inquiries.
Protect patient confidentiality and keep patient-care information confidential.
Assist patients with behavioral health client self-assessments and obtain signed release-of-information forms.
Handle calls regarding medication concerns calmly and respectfully, including calls from upset clients, and inform PNPs as appropriate.
Obtain insurance prior authorizations so patients can be seen and/or medications prescribed.
Inventory supplies and materials.
Enter data to maintain office and patient records.
Provide superior customer service and interact supportively with staff to maintain workflow and a safe, clean department.
Respond to clients who are experiencing a crisis in the office or by phone, helping them remain calm and maintaining department safety.
Verify and enter updated demographic and insurance information; complete and scan clinical and administrative forms and documents; screen and process applications for available medical programs such as CHDP, EWW, FPACT, and SFS; and enter clinical codes correctly at check-in.
Complete voicemail messages and return calls promptly according to front-desk processes and guidelines.
Keep schedules updated throughout the business day, code no-shows, and check patients in and out promptly according to medical department guidelines and processes.
Scan the appointment report to fiscal by 10:00 a.m. the next business day.
Identify patient payer sources; verify eligibility and benefits; determine copays and deductibles, needed PCP changes, and SFS notifications; and communicate relevant information to patients and the front desk before appointments.
Schedule appointments according to scheduling guidelines.
Forward HEDIS insurance printouts to providers and communicate discrepancies to the immediate supervisor and provider.
Review patient EHRs and scheduling systems to identify outstanding administrative and clinical forms and documents, including native verifications, photo IDs, insurance cards, and SFS applications; request paper charts from Medical Records as needed according to policy and guidelines.
Ensure payer-source data is accurate and current, and sequence payer sources for the date of service according to billing guidelines.
Scan insurance verification documents to the EHR, edit the creation date, and check readability and accuracy.
Confirm appointments and document appointment status in the appointment info box.
Provide the front desk with the next day's printed medical schedules before the end of the business day.
Keep provider schedules booked by calling patients from provider waiting lists and caseload reports.
Support SDCHC's mission, vision, and core values; provide internal and external customer service; participate in ongoing customer-service training and quality-improvement activities; and comply with policies, procedures, safety practices, infection-control measures, privacy requirements, and regulatory obligations.
Report unsafe working conditions and unethical, fraudulent, or unlawful behavior or activity.
Perform other duties as assigned.