Patient Services Representative - Behavioral Health

Chiricahua Community Health Centers•Sierra Vista, AZ

About The Position

Provides high-quality customer and patient engagement services for the Behavioral Health Program and performs a broad range of administrative duties. Monitors and manages the program team's schedules and serves as a frontline greeter for the Behavioral Health Clinic. The role supports patient access and continuity of care through appointment scheduling, intake coordination, eligibility and authorization verification, payment processing, and assistance with patient forms and applications. It also supports counselors and other staff with interpreting, records, reports, correspondence, meeting coordination, and general clinic operations. The work takes place in a health clinic setting, with occasional exposure to communicable diseases, bodily fluids, and hazardous chemicals. Occasional travel and extended hours, including early mornings, evenings, holidays, and weekends, may be required; float positions may 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 with whole numbers, fractions, and decimals, and to compute rates, ratios, and percentages.
Ability to gather data in an organized fashion from varied sources, take direction, and complete assignments accordingly.
Ability to handle routine challenges involving one or more variables.
Ability to understand insurance co-pays and provide excellent customer service by mail, telephone, and in person.
Knowledge of HIPAA rules and regulations and computer literacy.
Physical ability to occasionally exert enough force to move objects weighing up to 10 pounds; continuously remain stationary; constantly move about the workplace; operate computers, telephones, and other office machinery; and perform work requiring close visual acuity and ability to discern sounds at normal spoken volume.
Reliable transportation for occasional travel and extended hours, including early mornings, evenings, holidays, and weekends. A driver's license and proof of insurance may be required if 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 professional, proactive customer and patient engagement as the Behavioral Health Clinic's frontline greeter.
Verify information from prospective patients and insurance providers, including benefits, eligibility, and authorization for mental health services; contact patients to schedule new intakes.
Schedule and confirm patient appointments, arrange telehealth invitations, assist with future follow-up appointments, and contact patients who have missed appointments to support continuity of 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 charges; 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 as able, transfer calls to the appropriate party, and take and document messages as appropriate.
Verify providers' unsubmitted encounters as necessary.
Print patient letters as requested and distribute mail and faxes to appropriate personnel.
Post batch payments daily and run encounter co-pay reports as requested.
Assist with completing and tracking prior insurance authorizations.
Maintain patient areas, including the lobby and restrooms, with proper cleaning supplies while using appropriate personal protective equipment; use and educate patients and visitors about clinic safety protocols.
Assist with coordinating, scheduling, and preparing for meetings as directed.
Assist with tracking and updating counseling providers' caseload reports.
Interpret Spanish for counselors and the dietitian at Suite 100, or for other team members through telehealth, when needed by the Behavioral Health Department.
Organize and maintain providers' files, grant folders, and Behavioral Health files.
Perform other duties and special projects for the department as assigned.