Patient Service Specialist III

Tri-Cities Community Health•Kennewick, WA

7d•Onsite

About The Position

Tri-Cities Community Health (TCCH) is a Federally Qualified Health Center (FQHC) founded in 1981 to provide quality, accessible healthcare to migrant and farm workers. TCCH operates six clinical sites serving underserved populations in Pasco, Kennewick, Richland, and surrounding areas. The organization offers comprehensive primary care services including dental, optometry, pharmacy, behavioral health, and endocrinology. TCCH also connects patients to social services like WIC and Maternal Support Services and provides medication delivery. The Patient Services Specialist (PSS) role is crucial in providing exceptional customer service, managing patient registration, verifying eligibility, handling collections, and ensuring accurate data collection for UDS, family size, and household income. PSS staff work closely with providers and care teams to ensure patient care is achieved and are expected to meet front desk metrics.

Requirements

Minimum high school diploma or GED
Minimum three (3) years of experience in general medical, dental, BHS, or specialized medical setting required
Strong organizational skills to manage multiple responsibilities simultaneously across multiple departments and facilities
Current Drivers License and vehicle insurance
Completion of yearly competency trainings on customer service, UDS data, migrant and seasonal worker populations, insurance, and sliding fees programs

Nice To Haves

Proficient in English and another language (Spanish, Russian, Mandarin, or other) preferred

Responsibilities

Complete all registrations in a professional, accurate, and customer–oriented manner
Obtains information from patients’ health insurance or managed care identification card
Understand and consistently demonstrate daily compliance to standardized practices and procedures in all areas of collecting, handling, and storage of cash funds tills.
Answer all incoming calls appropriately, as evidenced by the Manager’s observation
Respond to calls from patients, physicians, physicians’ office staff, and peers, and uses good judgement to determine the urgency of the situation
Answer, screen, prioritize, and redirect calls for the appropriate department
Answer questions, handle routine matters, and take messages
Schedule all appointments for patients on the scheduling system and work with the manager to meet scheduling goals
Process requests for medical records from physicians, attorneys, legal agencies, insurance companies, governmental agencies, hospitals, Mass Pro, audits, and former/current patients
Review and processes record requests to determine presence and accurate completion of authorization for release of information; Contact patient, physician, or other appropriate party to secure absent/inappropriate authorization
Receive and forward faxed requests for medical information from various agencies
Process medical records requests and verify their identification and authorization
Always maintain media in all printers, which may require lifting or carrying cases of media
Have knowledge of or be quick to learn all software and hardware computerized equipment
Maintain strict confidentiality of all patient information and documentation
Demonstrate respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment
Work on a team toward surpassing departmental goals and objectives across multiple departments and facilities
Attend all required safety training programs and describe responsibilities related to general safety, department/service safety, and specific job-related hazards
Follow the organization’s exposure control plans and bloodborne and airborne pathogens protocol
Carry out all other duties as assigned