Behavioral Health Patient Support Specialist (Remote)

Fast Pace Health•Franklin, OH

1d•Remote

About The Position

The Behavioral Health (BH) Patient Support Specialist reports to Behavioral Health Support Services Coordinator or in lieu the VP of Operations-Behavioral Health and is a member of the Behavioral Health team. This role is responsible for delivering consistent, high-quality customer service to both internal team members and patients. The BH Patient Support Specialist plays a critical role in supporting patient access and ongoing care coordination. This includes managing inbound and outbound patient communications, scheduling follow-up appointments, assisting with online check-in, updating and verifying patient insurance information, reviewing and collecting patient balances, coordinating with the billing team for escalation when necessary, and otherwise supporting patients in accessing virtual visits for behavioral health as needed. The BH Patient Support Specialist will listen to patient needs and take appropriate action, including documenting patient encounters, coordinating with providers regarding patient concerns, communicating with the Behavioral Health nursing team for medication or clinical referral requests, and coordinating records requests with both our internal BH records specialists and general medical records department. This role requires strong attention to detail, efficiency, and a commitment to providing a positive patient experience. The Patient Support Specialist will demonstrate proficiency in data entry, scheduling, and insurance processes while maintaining strict confidentiality and compliance with company standards. It is essential that they demonstrate efforts to maintain and improve job-specific competencies and perform other duties as assigned.

Requirements

2+ years of healthcare experience in call center, scheduling, or outpatient clinic setting
Strong customer service experience
High School Diploma or Its Equivalent
Complete all required compliance training and adhere to company policies
Maintain confidentiality and comply with all regulatory and company standards

Nice To Haves

Behavioral health experience preferred
Experience with electronic scheduling and EHR systems preferred
Strong communication and multitasking skills

Responsibilities

Promote the five principles of Fast Pace: Communication, Teamwork, Empowerment, Quality of Care, and Friendliness
Answer and coordinate inbound and outbound patient communications
Triage patient needs and escalates appropriately
Accurately document telephone encounters in the EHR system
Schedule, reschedule and confirm intake and follow-up appointments
Assist patients with online check-in and access to virtual visits
Verify insurance eligibility and update patient information
Collect co-pays or applicable fees for services
Review and collect outstanding patient balances and coordinate with the billing team for escalation when necessary.
Maintain accurate and up-to-date patient records
Obtain, upload, and manage required documentation within the EHR
Register new patients and update demographic information
Respond appropriately and professionally to escalated or dissatisfied patients
Review schedules to ensure accuracy and support appointment utilization
Coordinate with providers, nursing, and pharmacy regarding patient care needs
Coordinate with Behavioral Health and company-wide records teams for patient requests
Make reminder calls and/or texts and follow up with patients regarding appointments
Complete all required compliance training and adhere to company policies
Maintain professional and respectful relationships with patients, team members, and external partners
Support a positive, team-oriented work environment
Maintain confidentiality and comply with all regulatory and company standards
Perform other duties as assigned by management.