Patient Representative I, Behavioral Health

Community Clinic • Silver Spring, MD

2d • Onsite

About The Position

The Behavioral Health Patient Representative will serve as the primary point of contact for the Behavioral Health (BH) Department, reporting to the Medical Director of Behavioral Health. The Patient Representative (PR) will assure that the provision of high-quality; cost-efficient, culturally sensitive services comply with all Federal, State, and Local agency policies and procedures.

Requirements

• High school diploma required
• Minimum of one year of relevant work experience, preferably in a medical setting, or a combination of training and experience sufficient to perform clerical and administrative duties.
• Customer service experience required.
• Proficiency with computers and relevant EHR systems required

Nice To Haves

• AA or BS degree preferred, or equivalent relevant experience.
• Current CPR certification is preferred.
• eCW a plus.
• Bilingual (English/Spanish) preferred.
• Excellent communication and interpersonal skills to greet and assist patients and visitors in person and over the phone.
• Ability to maintain professionalism, courtesy, and customer service in high-pressure or difficult situations.
• Strong literacy skills to read, write, and accurately update patient records, relay messages, and complete documentation.
• Professional appearance and demeanor required at all times.

Responsibilities

• Answers telephone calls promptly, identifies self and the center, refers calls to the appropriate department, and appropriately handles urgent calls. Accurately communicates phone messages as needed.
• Assists in scheduling return appointments, confirming patient demographics, and updating the computer system as necessary.
• Registers patients and contacts them to confirm scheduled visits in accordance with center procedures.
• Checks in patients as they arrive, updating their status in the system as “Arrived,” “No-Show,” “Walk-In,” or “Cancelled.”
• Notifies appropriate personnel of patient arrivals according to center protocol and secures the patient’s medical record for use by the Medical Assistant.
• Monitors the reception area, updates appointment statuses by the end of the day, alerts clinical staff of unusually long wait times, and seeks assistance in managing unusual or conflict situations.
• Performs additional clerical duties such as scanning, scheduling, documenting appointments or referrals, completing medical records release forms, and printing the provider schedule the day before.
• Reviews the schedule one day in advance to prepare necessary registration updates, including HIPAA forms, Consent to Treatment, M-CHAT, ASQ, patient profiles, and any other required paperwork.
• Exhibits and promotes a standard of excellence in all duties and interactions with patients, co-workers, and external contacts.
• Works with various programs such as dental, family planning, and medical, following applicable policies, procedures, workflows, and guidelines.
• On-site presence is essential for this role.
• Processes billing and collections.
• Delivers patient care instructions as directed.

Benefits

• Extensive benefits plan including PTO
• 403B Retirement Plan
• Tuition reimbursement opportunities
• Continuing education assistance; can be used toward obtaining certifications, renewal of certifications, or possible conference attendance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED