Patient Services Associate, Required Bilingual Mandarin/Call-Center - Brooklyn

NYU Langone Health • Brooklyn, NY

10d • Onsite

About The Position

Family Health Centers at NYU Langone is seeking a Patient Services Associate, Required Bilingual Mandarin/Call-Center - Brooklyn. This role involves performing diversified clerical functions in Registration/Information, Appointments, Patient Care modules, and other general areas such as Cashiering and Medical Records. The successful candidate will maintain the security and confidentiality of patient information at all times. Duties may vary depending upon the needs of the work site.

Requirements

• HS Diploma Required
• 2+ years relevant experience
• Strong customer service and communication skills
• Proficient in MS Excel, Word, and Outlook
• Familiarity or prior experience with office setting
• Prior customer service experience
• Must be articulate with good interpersonal skills
• Must have knowledge of computer keyboard able to type a minimum of 20 words per minute
• Must be able to accurately enter data
• Willingness to devote the time required completing assigned tasks on schedule
• Required Bilingual Mandarin/Call-Center

Nice To Haves

• Patient Relations experience

Responsibilities

• Greets all patients, family or other related individuals while maintaining excellent customer service and professionalism at all times.
• Performs scheduling functions in accordance with Scheduling policies, including scheduling appointments, virtual visits, and procedures that do not require or have already been pre-authorized, and monitors the daily schedule.
• Refers all inquiries regarding pre-authorizations/certifications to the Senior Patient Service Associate.
• Performs registration functions in accordance with Registration policies, including patient check-in and check-out.
• Gathers all patient demographic related data and materials from patients and/or their representatives.
• Verifies Primary Care Provider and Site Indicator.
• Obtains insurance information, verifies insurance eligibility electronically, takes patient pictures, and instructs patients to use Patient Secure.
• On subsequent visits, asks patients to verify demographic info and makes any necessary edits.
• Web enables all eligible patients for the patient portal.
• Ensures patients review and sign electronic patient-related documents including consent, financial agreement, HIPAA, HIE, etc.
• Follows up with patients and/or their representatives, physician offices, etc., to gather missing data and materials to complete the intake process, or refers to more senior level staff.
• Scans all necessary documents (insurance cards, lab requisitions, faxed reports, etc.) into the intake EMR system.
• Performs check-out functions in accordance with discharge policies, including creating follow-up appointments or manual recalls, creating appointments for specialty services, and ensuring referrals are in place.
• Prints necessary documents for patients to take home, such as After Visit Summary (AVS), Referrals, and Lab/Radiology forms.
• Distributes Metro Cards when appropriate and reconciles with their supervisor as requested.
• Performs financial functions in accordance with Financial policies, including insurance eligibility verification at every visit, collecting Co-pays, Deductibles, Self-Pay fees, determining eligibility for Uninsured patients for other financial programs and assisting with application completion.
• Performs Cashiering tasks as assigned.
• Performs telephone functions in accordance with telephone policies, including answering phones timely, identifying the facility's name and PSA's first name, identifying the nature of the call and acting appropriately, taking messages, and directing callers to the appropriate person or area.
• Performs outreach phone calls for confirmation calls for upcoming appointments, ambulatory referrals, recalls for follow-up care and healthcare metrics, discharge follow-up for patients seen in the hospital, and failed appointments.
• Works in conjunction with the healthcare team, participating in site improvement efforts and accepting coverage assignments.
• Maintains cooperative and professional relationships with providers, nurses, and office and clinical staff.
• Understands integral role as part of a healthcare team and is an active participant regarding patient workflow and barriers to care and safety concerns.
• Monitors patient/referral work queues and incoming patient portal scheduling messages daily.
• Reports problems or concerns such as patient complaints, process workflows/conflicts, need for further skill training, and/or other work-related matters to their supervisor.
• Provides translation communication as needed to facilitate the patient and provider interaction.

Benefits

• Financial security benefits
• Generous time-off program
• Employee resources groups for peer support
• Holistic employee wellness program (physical, mental, nutritional, sleep, social, financial, and preventive care)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED