Patient Service Specialist - Cross Trained Dental Focus

Choptank Community Health System, Inc..•Chestertown, MD

3d•Onsite

About The Position

The Patient Services Specialist (PSS) is part of a cross-trained team that performs the following processes necessary for efficient operational function of a health center: pre-registration, registration, appointment confirmation, scheduling, and answer inbound phone calls. The position is responsible for greeting the patient and providing quality customer service. Receives co-payments and gives appropriate receipts to patients, and records payments in practice management system. Verifies insurance information, assists with enrollment in sliding fee and other benefit products. Scans patient related documents to electronic health record (EHR). This is a non-exempt, full-time position in pay grade 1 with the pay range of $16.17 - $19.41. The Patient Service Specialist reports directly to the Practice Manager and/or Operations Director.

Requirements

High school diploma or equivalent
Previous customer service experience
Must be proficient with technology and computer skills including Microsoft software.
Must have basic math skills.
The ability to handle cash and accurately complete bank deposit slips.

Nice To Haves

Medical or dental terminology a plus.
Preferred experience in various medical settings to include medical, dental, or behavioral health.

Responsibilities

Greets patients in a professional manner as they enter the health center.
Demonstrates AIDET with all patients, guests, and staff interactions.
Consistently answers calls within 3rd ring.
Always follows established procedures for handling patient calls and visits.
Communicates with patients in a professional manner on the telephone.
Notifies Triage Registered Nurse of all emergent patient phone calls as per triage policy.
Adheres to and models CCHS Standards of Behavior.
Works with the clinical staff to coordinate patient flow.
Keeps patients informed of wait times.
Addresses patient concerns with site-based leadership in a timely and responsive manner.
Always maintain patient confidentiality.
Accurately and thoroughly schedule patients according to schedule templates and scheduling guidelines.
Informs patients of past due balances, copays, and sliding fee renewal dates when scheduling appointments.
Actively manages appointment waitlist.
Strives to meet a first call resolution with inbound patient calls.
Perform confirmation calls per the appointment reminder procedure.
Documents no show and cancel status in the practice management system.
Sends no show letters and tracks no show occurrences.
Manages same day requests in coordination with clinical team.
Follows dental emergency walk in procedure.
Reschedules patient appointments as needed.
Monitors schedule requests and tickler system for needed appointments.
Effectively troubleshoot errors in schedule with site-based leadership.
Proactively monitors schedules for provider PAL and meetings that will require appointment rescheduling.
Troubleshoots online portal scheduling errors.
End of day review verifying all appointments are checked out or documented as no show.
Prints the next day schedules for each provider daily.
Utilizes 3rd party registration system to update demographic data.
For patients unable to use electronic system, will enter and edit appropriate demographic data on patients accurately.
Verify demographics, contact numbers, and emergency contacts at every visit.
Verifies insurance eligibility and frequencies at every visit per established procedure for all scheduled patients.
Appropriate completion of noncovered forms for noncovered services, in accordance with insurance coverage.
Ensures sliding fee applications are offered to every patient and updated annually.
Determines patient’s eligibility with the sliding scale and verifies proof of income consistent with current policies.
Ensures all registration forms are completed during first appointment and verified at every visit and signatures are obtained annually.
Ensures all insurance information is verified at every visit.
For new patients, verifies that all required forms are completed prior to registration.
For established patients, ensures all registration forms are updated and signed annually.
Verifies and updates VFC status.
Updates patient’s preferred pharmacy.
Converts patients reaching the age of majority to their own guarantor.
Receives copayments, self-payments, and gives appropriate receipts.
Keeps money secure and balanced in locked cash drawer.
All monies collected are reconciled daily and placed in the safe at the end of day.
Assists patients with billing issues, working with CCHS billing department.
End of day review performed in practice management system including collections and cash reconciliation.
Keeps electronic health record (EHR) buckets current, reviewing at least daily.
Takes initiative to solve problems, prioritizes effectively, and recommends improvements to site-based leadership.
Traveling to other CCHS locations to provide coverage as needed.
Consistently displays professionalism during interaction with CCHS customers, staff, and clinicians.
Attends and engages in weekly huddles, monthly site meetings, department meetings, and all staff meetings as required.
Maintains inventory of office supplies by communicating low stock to designated person.
Ensures the front desk area and patient waiting areas are neat and presentable to assure safe environment.
Responsible for mail and package deliveries.
Works with other staff to achieve a desirable working environment.
Regular, reliable attendance is a requirement of this job.