Patient Service Specialist

Tri-Cities Community Health•Kennewick, WA

13d•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. With six clinical sites serving Pasco, Kennewick, Richland, and surrounding areas, TCCH offers comprehensive primary care services, including dental, optometry, pharmacy, behavioral health, and endocrinology. The organization also connects patients to social services like WIC and Maternal Support Services and provides medication delivery. TCCH operates under the core values of Quality, Respect, and Service. The Patient Services Specialist (PSS) role is crucial in supporting TCCH's mission by providing exceptional customer service and administrative support across all care sites. PSS staff are integral to the Unified Customer Service Department, ensuring efficient patient registration, eligibility verification, insurance processing, and accurate data collection. This role works closely with providers and care teams to ensure comprehensive patient care.

Requirements

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

Nice To Haves

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

Responsibilities

Provide exceptional customer service to all patients, customers, clients, coworkers, and staff.
Acknowledge and greet every site visitor entering the clinics.
Cover all sites and service lines under the Unified Customer Service Department Manager.
Meet front desk metrics including full patient registration, eligibility verification, insurance card scanning, email reviewing, and documenting time of service collection.
Accurately collect all UDS data, family size, and household income for clients.
Ensure patient eligibility and proper insurance policy selections when creating claims.
Manage daily completion of miscellaneous assigned departmental tasks.
Work closely with providers and care teams to ensure patient care is thoroughly achieved.
Complete all registrations in a professional, accurate, and customer-oriented manner.
Obtain 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.
Respond to calls from patients, physicians, physicians’ office staff, and peers, and uses good judgment 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 process 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.
Maintain media in all printers, which may require lifting or carrying cases of media.
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.