Patient Service Representative - On Call

Phoenix House Florida•Tampa, FL

About The Position

The Patient Service Representative provides administrative support to clinical staff and serves as a point of contact for patients, guardians, callers, and visitors. The role reviews benefits and makes fee agreements with adult patients and guardians of adolescent patients; gathers and uploads government documentation to patient electronic health records; verifies insurance eligibility and obtains initial coverage authorizations, including Medicaid; and assists with enrollment and admission paperwork. The representative collects fees and copayments, coordinates with staff about patient benefits, schedules appointments, maintains filing systems and the reception area, and supports front-end operations through reports and scheduling coordination. The position also handles incoming calls, messages, mail, and deliveries; attends staff meetings and required trainings; and assists with laboratory coverage by performing urinalysis (UA) as needed. The role is on call. Operational hours are Monday through Friday, 9 AM to 6 PM, and Saturday, 9 AM to 12 PM. The medical specialty is Addiction Medicine.

Requirements

High school diploma or GED, or equivalent education, training, and experience demonstrating the ability to perform the duties.
At least one year of experience in an administrative office, unless an equivalent combination of education, training, and experience applies.
Knowledge of filing methods.
Knowledge of business English, spelling, and arithmetic.
Knowledge of office practices and procedures and general administrative office procedures.
Working knowledge and skill in word processing, spreadsheets, and other computer applications.
Computer literacy and sound experience with Microsoft Windows, Word, Excel, Access, and internet capabilities.

Nice To Haves

Bilingual and bicultural in English and Spanish.
Previous experience in substance abuse and/or mental health fields.

Responsibilities

Provide administrative support to clinical staff.
Meet with adult patients and guardians of adolescent patients to review benefits and make fee agreements.
Collect and upload required government documentation to patients’ electronic health records.
Contact insurance companies to verify eligibility and obtain initial authorizations for coverage, including Medicaid.
Assist patients with enrollment and admission forms.
Collect fees and copayments from patients or guardians at the time of services.
Communicate with other staff regarding patient benefits as needed.
Maintain organized filing systems and the reception area.
Provide customer service to patients and others who call or visit the facility.
Schedule initial and recurring client appointments.
Use good judgment when assisting callers and visitors.
Answer and forward incoming calls, and email clear, complete messages for unavailable staff.
Receive mail and deliveries.
Generate and analyze daily or weekly reports for front-end operations.
Proactively address possible scheduling conflicts.
Attend staff meetings and required trainings.
Assist with laboratory coverage by performing UA’s as needed.
Perform other duties as assigned.