Patient Experience Specialist II - Behavioral Health (0008O)

Axis Health System•Gunnison, CO

56d•Onsite

About The Position

The Patient Experience Specialist II is a specialized and focused position instrumental to streamlining patient access to care and a positive experience for patients. This position provides administrative support by guiding patients through their entry into Axis Health System services, leading the registration process to help ensure timely access to needed care, and ensuring smooth continuous care. The ideal candidate is organized, detail-oriented, and committed to providing excellent customer service in a fast-paced healthcare environment.

Requirements

One year of experience in behavioral health, community health, dental, or medical clinic environments.
One year of Electronic Health Record and scheduling system experience
One year of working knowledge of Colorado commercial insurance plans, Colorado Medicaid (Health First Colorado), managed care organizations, and other state-specific payer requirements.
One year of experience understanding grant-funded services, contracted payer agreements, sliding fee programs, and eligibility requirements commonly utilized in nonprofit healthcare settings.
Two years of experience in customer service
Knowledge of industry specific terminology where appropriate
High School diploma or equivalent

Nice To Haves

Bilingual language skills and able to pass language proficiency test
Bachelor's degree in relevant field or 5+years of experience.

Responsibilities

Subject matter expert in Axis service-line specific patient enrollment and program specific requirements for all Axis locations
Responsible for overall patient registration tasks in a service-line specific role
Enroll patients in the Electronic Health Record (EHR) and collect required documentation, including insurance eligibility, financial information, and triggered screening forms, before new and follow-up appointments.
Adheres to medical records standards and quality assurance and compliance requirements.
Responsible for entry and verification of regulated patient demographics, insurance and documentation
Schedule and confirm new patient appointments
Assisting with waitlists and provider schedule template updates.
Conduct appointment preparation activities, reminder calls, and patient outreach using approved communication tools.
Reports immediately, any adverse critical incidents, suspected HIPAA breaches or compliance violations, according to contract requirements, regulations and Axis policies.
Attends required meetings and training, including daily huddles in support of clinical operations.
Supports the implementation of appropriate workflows, documentation, data collection and reporting to provide effective communication to operations leadership.
Establishes and maintains effective, collaborative working relationships with the organization’s leadership, providers, peers, other staff, and the public.
Apply conflict resolution skills and apply solution focused processes including timely escalation of issues and concerns to supervisor to resolve challenges and obstacles to performing assigned tasks.
Comply with all applicable laws and regulations and perform responsibilities in accordance with a strong code of ethics (honest, lawful, fair, and with integrity).
When necessary, collect and process patient payments and complete daily cash-handling procedures as assigned.
Communicate analytically across service lines and/or leadership levels to ensure effective patient care coordination
Follow established procedures for responding to urgent patient situations and notifying appropriate clinical or leadership staff when needed.
Monitor internal communication platforms and maintain effective communication with team members regarding patient and scheduling needs.
Protect patient confidentiality and comply with HIPAA, organizational policies, and regulatory requirements.
Perform other administrative and clerical duties assigned to support clinic operations.