Bilingual Patient Services Specialist I - Engebretsen Clinic
About The Position
The Patient Services Specialist I ensures a positive and seamless experience for patients and visitors in PHC medical or dental clinics. The role conducts financial screenings; assists with insurance enrollment, including Medicaid and Marketplace plans, and financial assistance programs; addresses billing questions; performs back-billing; monitors payer mix; and supports compliance. The specialist provides patient outreach and in-person support, maintains accurate financial assistance and billing documentation, collaborates with billing and clinic staff, and provides support and coverage for Patient Access Representatives. Spanish and English language skills are required. The position typically works at PHC Engebretsen Medical Clinic in Des Moines, for 40 hours per week, Monday through Friday, 8 AM to 5 PM. Team members may occasionally cover other shifts or work at PHC clinics in Ames, Des Moines, and Marshalltown. A $5.00-per-hour shift differential is available when working a three-hour shift on a Saturday or after 5 PM on a weekday. Mileage reimbursement and/or an out-of-town travel bonus may apply.
Requirements
- High school diploma or equivalent.
- Two years of experience in healthcare, human services, or social services, or three years of customer service experience.
- Effective verbal and written communication skills in English and Spanish.
- Professionalism and excellent customer service skills.
- Attention to detail and a high degree of accuracy.
- Problem-solving and critical-thinking skills.
- Initiative and dependability.
- Team orientation and ability to work collaboratively.
- Basic math skills.
- Ability to understand and follow written instructions.
- Proficiency with Microsoft Office and Google Suite applications.
- Ability to learn and effectively use the electronic health record system.
- Organization, prioritization, and time-management skills.
- Strong interpersonal skills and ability to establish and maintain effective working relationships with a diverse group of individuals.
- Complete Presumptive Eligibility training and provide training completion award documentation within the introductory period; maintain the training thereafter throughout employment.
- Obtain Certified Application Counselor (CAC) certification within 12 months of starting in the position.
Nice To Haves
- Higher education degree in a related field.
- Senior Health Insurance Information Program (SHIIP) Counselor Certification.
- Experience in a community health center, medical or dental clinic, or in the essential functions of the position.
- Knowledge of clinical terminology.
- Knowledge of health insurance eligibility requirements, enrollment processes, and insurance impacts on the revenue cycle.
Responsibilities
- Review patient schedules to identify patients with upcoming appointments who need assessment for financial assistance, available benefits, or payment plans.
- Conduct phone outreach to patients with past balances, expired insurance, missing income-verification documents, or no insurance to screen them and determine appropriate next steps.
- Help patients apply for Medicaid, including Hawk-I, Marketplace coverage, and other insurance programs; conduct outreach and enrollment activities, including annual Marketplace enrollment events, at PHC clinics and community agencies.
- Help patients apply for the sliding fee program.
- Maintain patient financial assistance files, including electronic notes in registration and/or financial note files.
- Complete applicable back-billing when insurance is identified or approved after a visit.
- Answer billing statement questions and collaborate with the billing department to help patients resolve medical and dental billing issues.
- Verify and follow up on patient credits and refunds identified through patient questions or account verification.
- Complete monthly laboratory and radiology billing.
- Communicate anticipated visit costs when applicable and create and distribute good faith estimate letters in accordance with the No Surprises Act and upon patient request.
- Monitor and report payer mix for the assigned clinic and work with the Clinic Director to address unfavorable changes.
- Provide ongoing support and coverage for the Patient Access Representative role.
- Perform other duties as assigned.
Benefits
- Generous PTO accrual.
- Eight paid holidays.
- License and certification fee reimbursement.
- Paid time off for continuing education and continuing education reimbursement.
- Tuition reimbursement program.
- 401(k) with company match.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- Life and disability insurance.
- Flexible spending and health savings accounts.
- Supplemental accident and critical illness insurance.
- Discounted pet insurance.
- PHC Pride rewards program.
- A $5.00-per-hour shift differential for a three-hour shift on a Saturday or after 5 PM on a weekday.
- Mileage reimbursement and/or an out-of-town travel bonus may apply.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
