Patient Services Specialist (CASSI-Ashland) (Bilingual-Spanish)

Kennedy Krieger Institute•Baltimore, MD

4d•$37,132 - $60,125

About The Position

The Patient Services Specialist I (Bilingual – Spanish) accurately completes patient registration, check-in, and check-out and performs diversified administrative duties and front-end clinical operations activities. The role includes greeting patients and families, collecting patient information, and completing cashiering functions. The specialist interacts courteously and professionally with patients, families, clinicians, and administrative staff, with an emphasis on high standards of customer service. English and Spanish bilingual proficiency must meet the Institute’s minimum standards.

Requirements

Bilingual in English and Spanish, with proficiency meeting the Institute’s minimum standards; able to speak Spanish fluently and convey messages accurately and clearly across work-related and other topics.
Successfully complete and maintain appropriate certification and fluency with relevant computer systems, such as EPIC, according to the timeline established by the clinic, program, and/or department.
High school diploma or GED required.
0–2 years of related experience required.

Nice To Haves

Associate’s degree in a human-services-related field, healthcare administration, business, or specialized vocational training preferred.
Previous front desk, secretarial, clerical, or customer service experience preferred.

Responsibilities

Greet clients and visitors and alert clinical staff when clients arrive.
Complete patient registration, check-in, and check-out accurately, obtaining required client information, including new or updated consents and financial documentation.
Perform regular audits and monitor existing documentation and the clinic daily appointment report (DAR).
Answer and direct phone calls promptly, take and deliver accurate messages, answer questions, and provide timely follow-up as needed; provide callers with directions and Care Center information about scheduled appointments when appropriate.
Schedule follow-up appointments accurately.
Obtain security personnel and the Professional Crisis Management (PCM) team during crises when needed for client safety.
Collect co-pays, provide receipts, and account for collected cash and payments in a timely manner; identify discrepancies and work with the supervisor to resolve them immediately.
Use the scheduling system to assist and redirect new and returning patients and families to the appropriate area, department, clinic, or provider.
Maintain an updated understanding of insurance requirements as they relate to the Care Center.
Respond to patient families, providers, and other staff in a timely and professional manner according to department policies and procedures; seek supervisory assistance to resolve outstanding issues as needed.
Monitor and update patient information for various EPIC Work Queues.
Collect, track, and process quality-improvement and patient-tracking data as needed.
Assist with training and provide regular support to Care Center and administrative staff.