Patient Services Representative - Behavioral Health

Chiricahua Community Health Centers, Inc•Sierra Vista, AZ

4d•Onsite

About The Position

Provides high-quality customer and patient engagement services for the Behavioral Health Program team and performs a broad range of administrative duties. Monitors and manages team schedules. Serves as the frontline greeter for the Behavioral Health Clinic, helping patients and staff professionally and proactively. The role supports appointment scheduling, patient intake and follow-up, insurance verification and authorizations, payments, records, reporting, and clinic operations. It may involve interpreting Spanish for counselors and a dietitian or other team members when needed. The work is performed in a health clinic setting and may require occasional travel and extended hours, including early mornings, evenings, holidays, and weekends. Float positions require frequent travel to any health center as needed.

Requirements

High school diploma or GED.
One year of experience in customer service or office support; a combination of experience and/or education providing the necessary skills may be considered.
Valid Fingerprint Clearance Card.
Ability to comprehend and compose instructions, correspondence, and communications in English, orally and in writing.
Ability to comprehend limited medical terminology.
Ability to perform basic arithmetic and calculate rates, ratios, and percentages.
Ability to gather data in an organized fashion from varied sources, take direction, and complete assignments accordingly.
Ability to address routine challenges involving one or more variables.
Ability to understand insurance copays and knowledge of HIPAA rules and regulations.
Computer literacy.
Ability to provide excellent customer service by mail, telephone, and in person.
Ability to occasionally exert enough force to move objects weighing up to 10 pounds; continuously remain stationary; and constantly move about the workplace to assist patients, access files, and operate office or medical equipment.
Hand-eye coordination and manual dexterity to constantly operate computers, telephones, and other office machinery; close visual acuity to record and view information; and ability to discern sounds at normal spoken volume.
Reliable transportation, as the position requires occasional travel and extended hours, including early mornings, evenings, holidays, and weekends.
A driver’s license and proof of insurance may be required when requesting mileage reimbursement.

Nice To Haves

Experience in a healthcare and behavioral health setting.
Bilingual in English and Spanish.
Knowledge of prepaid health plans and community health centers.
Knowledge of Electronic Health Records.

Responsibilities

Provide excellent customer and patient engagement as the Behavioral Health Clinic’s frontline greeter, assisting patients and staff professionally.
Obtain accurate information from prospective patients and insurance providers when verifying benefits, eligibility, and authorization for mental health services, and contact patients to schedule new intakes.
Schedule and confirm patient appointments and arrange telehealth invitations.
Help patients schedule follow-up appointments and contact patients who have missed appointments to support continuity of counseling care.
Open encounters for in-person and telehealth visits; provide and facilitate completion of patient forms; verify coverage, eligibility, and demographic information; determine applicable self-pay, prompt-pay, or sliding-fee amounts; inform patients of account balances; and take payments.
Assist patients with presumptive applications for the Sliding Fee Discount Program.
Answer telephone calls, respond to caller questions when able, transfer calls to the appropriate party, and take and document messages as appropriate.
Verify provider unsubmitted encounters as necessary.
Print patient letters as requested.
Post batch payments daily.
Assist with completing and tracking prior insurance authorizations.
Maintain lobby, restrooms, and other patient areas with appropriate cleaning supplies while using proper personal protective equipment.
Use and explain CCHCI safety protocols to patients and visitors in the clinic.
Assist with coordinating, scheduling, and preparing meetings as directed.
Assist with tracking and updating counseling-provider caseload reports.
Interpret Spanish for counselors and the dietitian at Suite 100, or via telehealth for other team members, when needed by the Behavioral Health Department.
Distribute mail and faxes to appropriate personnel.
Run encounter copay reports as requested.
Organize and maintain provider files, grant folders, and general Behavioral Health files.
Perform other duties and special projects for the department as assigned.