Patient Service Specialist III

Tri-Cities Community Health•Pasco, WA

21d•Onsite

About The Position

Tri-Cities Community Health (TCCH), a Federally Qualified Health Center with six clinical sites serving Pasco, Kennewick, Richland, and neighboring communities, is hiring Patient Services Specialists to support its Care Teams across its care sites. Under the direct supervision of the Site Manager, the Patient Service Specialist provides customer service to patients, visitors, coworkers, and staff. The role serves across sites and service lines under the Unified Customer Service Department Manager and works closely with providers and care teams to support patient care. The position includes front desk registration and eligibility tasks, appointment scheduling, call handling, medical-records request processing, and cash-handling procedures. The role is based in Pasco, Washington, and is scheduled Monday through Friday, 8 a.m. to 5 p.m. It is a union, non-exempt position.

Requirements

Minimum high school diploma or GED.
At least three years of experience in a general medical, dental, behavioral health services, or specialized medical setting.
Strong organizational skills to manage multiple responsibilities across departments and facilities.
Current driver’s license and vehicle insurance.
Complete yearly competency training on customer service, UDS data, migrant and seasonal worker populations, insurance, and sliding-fee programs.

Nice To Haves

Proficiency in English and another language, such as Spanish, Russian, or Mandarin.

Responsibilities

Complete patient registrations accurately, professionally, and with a customer-oriented approach.
Obtain information from patients’ health insurance or managed care identification cards.
Follow standardized practices for collecting, handling, and storing cash funds and tills.
Answer incoming calls; respond to patients, physicians, office staff, and peers; assess urgency; and answer, screen, prioritize, or redirect calls as appropriate.
Answer questions, handle routine matters, and take messages.
Schedule patient appointments in the scheduling system and work with the manager to meet scheduling goals.
Process medical-records requests from physicians, attorneys, legal agencies, insurance companies, government agencies, hospitals, Mass Pro, auditors, and current or former patients.
Review records requests for valid and complete authorization and contact the appropriate party when authorization is missing or inappropriate.
Receive and forward faxed requests for medical information from various agencies.
Maintain media in printers, including lifting or carrying cases of media when needed.
Learn and use computerized software and hardware equipment.
Maintain strict confidentiality of patient information and documentation.
Treat patients, families, visitors, and coworkers with respect and courtesy, supporting a professional environment.
Work with teams across departments and facilities to meet or exceed departmental goals and objectives.
Attend required safety training and follow general, department-specific, and job-related safety responsibilities.
Follow exposure control plans and bloodborne and airborne pathogen protocols.
Carry out other duties as assigned.