Patient Service Specialist

Tri-Cities Community Health•Pasco, WA

5d•Onsite

About The Position

Tri-Cities Community Health (TCCH) is recruiting Patient Services Specialists to join 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, and supports front-desk operations across sites and service lines under the Unified Customer Service Department Manager. The role includes meeting front-desk metrics for patient registration, eligibility verification, insurance-card scanning, email review, and documentation of time-of-service collections. It also involves collecting required UDS data, family size, and household income; verifying eligibility and insurance policy selections when creating claims; and completing other assigned departmental tasks in collaboration with providers and care teams. The position is based in Pasco, Washington, and is scheduled Monday through Friday, 8 a.m. to 5 p.m. It is a non-exempt Union/Bargaining Unit position. TCCH is a Federally Qualified Health Center with six clinical sites serving communities in and around Pasco, Kennewick, and Richland. Its services include primary care, dental care, optometry, pharmacy, behavioral health, endocrinology, and connections to social services.

Requirements

Minimum high school diploma or GED.
Strong organizational skills to manage multiple responsibilities simultaneously across departments and facilities.
Complete yearly competency training on customer service, UDS data, migrant and seasonal worker populations, insurance, and sliding-fee programs.
Minimum three years of experience in a general medical, dental, behavioral health services, or specialized medical setting is preferred.
Proficiency in English and another language (Spanish, Russian, Mandarin, or another language) is preferred.

Nice To Haves

Three years of experience in a general medical, dental, behavioral health services, or specialized medical setting.
Proficiency in English and another language, such as Spanish, Russian, or Mandarin.

Responsibilities

Complete patient registrations professionally, accurately, 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 appropriately; respond to patients, physicians, office staff, and peers, using good judgment about urgency.
Answer, screen, prioritize, and redirect calls to the appropriate department; handle routine questions and matters, and take messages.
Schedule patient appointments in the scheduling system and work with the manager to meet scheduling goals.
Process medical-record requests from physicians, attorneys, legal agencies, insurance companies, governmental agencies, hospitals, Mass Pro, auditors, and current or former patients.
Review record requests for valid and complete authorization; contact the patient, physician, or other appropriate party when authorization is absent or inappropriate.
Receive and forward faxed requests for medical information and verify identification and authorization when processing requests.
Maintain media in printers, including lifting or carrying cases of media when needed.
Maintain strict confidentiality of patient information and documentation.
Treat patients, families, visitors, and coworkers with respect and courtesy, supporting a professional environment.
Work with the team toward departmental goals and objectives across departments and facilities.
Attend required safety training and follow general, department-specific, and job-related safety responsibilities, including exposure-control plans and bloodborne and airborne pathogen protocols.
Carry out other duties as assigned.