Bilingual Patient Access Specialist II

Howard Brown Health•Chicago, IL

13d•Onsite

About The Position

Under the direction of the Manager of Patient Access, the Bilingual Patient Access Specialists is responsible for answering incoming telephones for all of the Howard Brown offices, scheduling and confirming appointments, rescheduling appointments when needed, having an understanding of insurance plans, and taking very detailed messages for staff members when required. Maintains and retains a customer service attitude at all times to ensure patient satisfaction.

Requirements

High school diploma or GED
Bilingual English/Spanish (All offers contingent upon successful passing of a language assessment)
Must possess strong communication and demonstrate an ability to work effectively with diverse populations.
1 years with HBH Patient Access Center or external call center or patient access center
Successful completion of telephonic customer service training
Proficiency in all call center representative competencies
Successful completion of insurance training

Nice To Haves

Proficient use of computer applications, LIKE EPIC, GE Centricity/Athena or any data entry system.
Experience working with Medicare, Medicaid, and other insurances.
CPT and ICD-9 coding desirable
One or more years’ experience in Call Center/financial counseling setting.
Experience working with Medicare, Medicaid, and other insurances.

Responsibilities

Answers all incoming calls from clients; provides information and assistance; properly and politely navigates clients through the organization.
Understands and displays great professional customer service
Uses de-escalation techniques to address the needs or callers that call in and may be escalated
Verifies and collects pertinent demographic and billing information.
Documents and makes changes as appropriate to a patients demographic information.
Routes calls to appropriate individuals or departments.
Routinely checks the queue to monitor calls holding.
Schedules appointments for medical; behavioral health and dental providers, which include scheduling nurse or phlebotomy appointments as appropriate as well as all other services that require scheduling
Follows protocols to properly triage calls to appropriate staff.
Monitors schedules for errors or overbooking
Validates and corrects insurance information as required.
Cross trains for special assignments and duties.
Supports the mission statement to develop, enhance, and promote quality customer service through team effort.
Exhibits flexibility, sensitivity, and respect, maintaining a working relationship with all team members.
Other duties as assigned

Benefits

A commitment to work-life balance with:
3-weeks paid vacation and 1-week of personal time
12 accrued sick days per year
9 paid holidays, including Juneteenth
PTO Exchange allows employees to turn unused PTO into liquid assets
Employer-sponsored health, dental, and vision insurance with two PPO plans and an HMO plan.
BCBS HMO, PPO, and PPO Select Plans
BCBS Dental
EyeMed Vision
401k program with up to 5% employer match after 90 days
Employer-paid basic life insurance valued at one times the annual salary
Voluntary Life and AD&D, and Short-term and Long-term disability
Flexible Spending Accounts for healthcare and dependent care
Tuition Reimbursement and Student Loan Forgiveness Programs; NHSC & PSLF
Employee Assistance Program with 5 employer-paid counseling sessions
50% off at Brown Elephant Resale Shops and discounts at local businesses