Patient Services Representative (PSR), Behavioral Health

SAC Health • San Bernardino, CA

9d • Onsite

About The Position

Who We Are: SAC Health empowers our patients and their families to live vibrant and healthy lives through culturally responsive, exceptional care. Patient-centered, whole-person care. Our unique, full scope, team-based approach is what makes SAC Health the provider of choice for patients. Top-Tier Patient Satisfaction Scores | Largest Teaching Health Center FQHC | 11 Locations offering 44 Specialties | NCQA Patient-Centered Medical Home Level 3 Certified Multi-Site Approved for NHSC & NCLRP loan forgiveness programs - NHSC/Nurse Corps/STAR/Pediatric Specialty | HPSA Scores: Primary: 17 | Dental: 25 | Mental: 20 What We Are Looking For The Patient Service Representative (PSR), Behavioral Health perform as the frontline gatekeepers - as they gather critical patient information at the start of the patient visit and set the stage for the remainder of the encounter. Works under the supervision of the area supervisor to manage patient check-in and check-out duties, greets patients, answers phones, verification of patient demographic information, determine the correct insurance attach to visit, collects appropriate documentations, collects copays, post all patients charges and cashiering processes within policy, appointment scheduling and assigned clerical responsibilities. The job requires exceptional communication, customer service, organizational, interpersonal skills and ability to work with minimal supervision. All activities must be conducted in a confidential, professional, and personable manner. Performs other duties as needed. Schedule : 4 days per week, 10hours per day | Location : San Bernardino, CA ESSENTIAL FUNCTIONS AND DELIVERABLES Supports and implements the organizations vision, mission and values. Maintains a high-level of customer service with patients and their family members, staff, and providers. Cultivates and encourages a culture centered on compassionate service, customer service and strong accountability. Establishes priorities and strategies for completing daily tasks, ensuring all responsibilities are promptly fulfilled in timely manner. Performs all job functions in a professional, courteous, and timely manner. This includes all electronic communication platforms. Performs timely and accurate patient registration and patient flow tracking in accordance to our health center procedures. Determines and verifies patient program/insurance eligibility requirements. Registers patients by verifying that patient's record is up to date and accurate. Makes appropriate changes in computer system and on electronic health record. Collects payments and co-pays from patients; obtains authorizations for credit card transactions. Applies payments and adjustments to patient accounts in the computer system accurately and reconciles daily reports. Adheres to payment collection policies and procedures. Ensures patient completes required forms, obtains necessary signatures, and accurately enters patient information for registration. Provide information for all inquiries both in person and by telephone regarding clinic fees and payment programs for uninsured patients. Determine appropriate program or payer source for each patient checking in based on complex criteria including medical services needed, family size and income. Interview patients for sliding fee scales. Providing applications and screening patients as needed. Determine amount of discount and utilizing federal poverty guidelines. Demonstrates the ability to identify the patients account via date of birth or name search; creates accounts for new patient appointments; and verifies and updates demographic information. Knows and follows eligibility requirements and verification processes for coverage programs. Enters confidential personal health information and financial information into EMR accurately. Complies with federal and local laws in ensuring patient privacy. Schedules, confirms and cancels appointments; coordinates walk-in patients; follows up with clinic leadership to enhance use of appointments. Utilizes the appointment template to meet or exceed productivity standards. Schedule appointment requests, reschedule cancellations for assigned and nonassigned departments. Collect payments, count all cash and credit card payments collected at the end of each business day. Understand how to balance and add all collected totals before closing cash drawer. Understand how to print closing report, correctly fill out cash envelope and turn into supervisor by end of each business day. Handles sensitive or confidential information with discretion and sound judgment, knowing when to make decisions independently and when to seek input from others. Understand HIPAA expectations, computer privacy and personal health information documents and follow SACH policies. Understand what a FQHC is and the expectation we have as a clinic to obtain Uniform Data System (UDS) information as well as federally poverty level (FPL). Must be willing and able to work at all locations as needed to meet patient care needs. Have flexible work hours according to clinic needs. Complies with organizational policies and procedures. Conducts outreach activities to assist in increasing access services for Behavioral Health and MAT services needed for our patient population. Other related duties and responsibilities as assigned.

Requirements

• Education: High school diploma or equivalent required.
• Licensure/Certification: As a requirement of this position, you must receive EPIC certification for the module you have been hired into.
• Experience: Six months of customer service, general office, healthcare related, or vocational training experience required.
• Must be proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook).
• Must be able to use widely support internet browsers.
• Must have the ability to use variations of electronic health records and other various databases.
• Telephone skills and computer competency required.
• Must have excellent communications skills both orally and in writing.
• Must possess the ability to communicate with and relate to a diverse group of people including patients, community, and other staff.
• Must have strong conflict and problem resolutions skills.
• Must demonstrate the ability to supervise professional and para-profession staff while handling multiple tasks.
• Work Eligibility: Must be legally authorized to work in the United States on a full-time basis.
• Must not now or in the future require sponsorship for employment visas.

Nice To Haves

• Medical terminology preferred.
• Working knowledge of insurance verification/eligibility insurance programs (ex: Medi-cal, MediCare and sliding fee programs) preferred.
• Experience with electronic health records, familiarity with EPIC preferred.
• Bilingual-English/Spanish preferred.

Responsibilities

• Supports and implements the organizations vision, mission and values.
• Maintains a high-level of customer service with patients and their family members, staff, and providers.
• Cultivates and encourages a culture centered on compassionate service, customer service and strong accountability.
• Establishes priorities and strategies for completing daily tasks, ensuring all responsibilities are promptly fulfilled in timely manner.
• Performs all job functions in a professional, courteous, and timely manner. This includes all electronic communication platforms.
• Performs timely and accurate patient registration and patient flow tracking in accordance to our health center procedures.
• Determines and verifies patient program/insurance eligibility requirements.
• Registers patients by verifying that patient's record is up to date and accurate.
• Makes appropriate changes in computer system and on electronic health record.
• Collects payments and co-pays from patients; obtains authorizations for credit card transactions.
• Applies payments and adjustments to patient accounts in the computer system accurately and reconciles daily reports.
• Adheres to payment collection policies and procedures.
• Ensures patient completes required forms, obtains necessary signatures, and accurately enters patient information for registration.
• Provide information for all inquiries both in person and by telephone regarding clinic fees and payment programs for uninsured patients.
• Determine appropriate program or payer source for each patient checking in based on complex criteria including medical services needed, family size and income.
• Interview patients for sliding fee scales.
• Providing applications and screening patients as needed.
• Determine amount of discount and utilizing federal poverty guidelines.
• Demonstrates the ability to identify the patients account via date of birth or name search; creates accounts for new patient appointments; and verifies and updates demographic information.
• Knows and follows eligibility requirements and verification processes for coverage programs.
• Enters confidential personal health information and financial information into EMR accurately.
• Complies with federal and local laws in ensuring patient privacy.
• Schedules, confirms and cancels appointments; coordinates walk-in patients; follows up with clinic leadership to enhance use of appointments.
• Utilizes the appointment template to meet or exceed productivity standards.
• Schedule appointment requests, reschedule cancellations for assigned and nonassigned departments.
• Collect payments, count all cash and credit card payments collected at the end of each business day.
• Understand how to balance and add all collected totals before closing cash drawer.
• Understand how to print closing report, correctly fill out cash envelope and turn into supervisor by end of each business day.
• Handles sensitive or confidential information with discretion and sound judgment, knowing when to make decisions independently and when to seek input from others.
• Understand HIPAA expectations, computer privacy and personal health information documents and follow SACH policies.
• Understand what a FQHC is and the expectation we have as a clinic to obtain Uniform Data System (UDS) information as well as federally poverty level (FPL).
• Must be willing and able to work at all locations as needed to meet patient care needs.
• Have flexible work hours according to clinic needs.
• Complies with organizational policies and procedures.
• Conducts outreach activities to assist in increasing access services for Behavioral Health and MAT services needed for our patient population.
• Other related duties and responsibilities as assigned.

Benefits

• Full Benefits Package
• Industry Leading PTO Accrual (accrued per pay period)
• Sick Leave
• Paid Holidays
• Paid Jury Duty, Bereavemen t
• SAC Health Covers approximately 85% of Team Member health premium costs (may vary w/benefit plan selection)
• Retirement - up to 8% employer contribution
• Continuing Education and Learning Benefits
• Annual Mission Trip and much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees