Patient Services Rep

Native American Connections•Phoenix, AZ

10d•$36,000 - $44,000

About The Position

Provides clerical and administrative support and coordination for integrated behavioral health and medical care. The position helps address pending intake and prior authorization gaps to improve service outcomes. The role includes reception and general office support, appointment scheduling and electronic health record documentation, insurance eligibility and benefit verification, and obtaining pre-authorizations and pre-certifications when required. It also supports client referrals, admissions, care coordination, and follow-up with clients and service providers. Behavioral health duties include tracking assessment appointments and requests, arranging timely intake and assessment appointments, preparing intake and admission packets, and assisting with admissions processing. Medical duties include responding to client requests under the direction of medical practitioners, coordinating specialist referrals and care with laboratories and other providers, and following up with pharmacies about prescriptions. The position is scheduled Monday through Friday, 7:30 AM to 4:30 PM. It is non-exempt and eligible for overtime for hours worked over 40 in a workweek. The employer is a drug-free workplace and states that preference may be given to qualified Native American Indians under the Indian Preference Hiring Act.

Requirements

High school diploma or GED.
At least 1 year of experience in a medical and/or behavioral health office for Tier I; at least 2 years for Tier II.
Valid Fingerprint Clearance Card.
CPR/First Aid Certificate within 90 days of hire.
Valid Arizona driver's license, which must be maintained.
Proficiency with MS Office.
Experience using an electronic medical record for documentation.
Strong interpersonal skills and ability to work effectively with a wide range of people, teams, managers, supervisors, and vendors.
Excellent written and oral communication skills.
Excellent customer service skills.
Critical-thinking, problem-solving, organizational, and time-management skills.
Ability to work well with others in a team approach.
Understanding of substance-use dynamics and ability to apply that knowledge practically.
Knowledge of the economic, educational, and social problems of Native Americans.
Knowledge of available community resources.
Ability to sit, stand, and walk with or without accommodations.

Nice To Haves

For Tier II, an associate or bachelor's degree is preferred.
Bilingual Spanish is desired.
Experience working with Native American populations.

Responsibilities

Greet clients and assist with client information, form completion, and obtaining necessary consents.
Perform general office duties, including mail, faxing, filing, copying, and maintaining office supplies.
Schedule client appointments and ensure daily appointments are accurately logged in the electronic health record (EHR).
Create EHR charts for new or scheduled clients.
Follow up on missed appointments to help re-engage patients.
Follow procedures for checking patients in for the day's services.
Assist with verifying insurance eligibility and benefits, including coverage, policy status, limits, co-pays, deductibles, and out-of-pocket maximums.
Confirm benefits for medical procedures, treatments, or services to ensure compliance with insurance policies.
Obtain pre-authorization and pre-certification for medical services as required by insurance plans.
Accurately document insurance and benefits information in the EHR.
Contact outside agencies for referral information or other client assistance when needed.
Maintain the appearance of the reception area and waiting room.
Prepare client files and file progress notes and client information.
Attend bi-weekly Outpatient Staff Meetings.
Support and actively engage in inclusion practices through Cultural and Linguistically Appropriate Services (CLAS) Standards.
For behavioral health, complete and send the daily log at the end of each day with information about assessment appointments and requests.
For behavioral health, facilitate timely scheduling of new clients with assessors by locating available staff and engaging a supervisor when immediate assistance is needed.
For behavioral health, assemble intake and admission packets, maintain necessary packet stock, and provide copies for staff as needed.
Assist with processing and completing admissions.
For medical services, promptly follow up on client requests by phone or letter at the direction of medical practitioners and coordinate with involved parties on the patient's behalf when appropriate.
Assist the medical assistant with coordinating specialist referrals.
Coordinate client care with laboratories, behavioral health, and other specialty care providers.
Follow up with pharmacies regarding prescriptions and provide information to the client or provider as appropriate.
Perform other duties as assigned.