Patient Services Specialist (FT)

Planned Parenthood of Central & Western New York•Niagara Falls, NY

12d•Onsite

About The Position

The Patient Services Specialist supports Planned Parenthood of Central and Western New York’s mission by providing respectful, confidential patient service. The role greets patients, verifies demographic and insurance information, checks patients in and out of electronic systems, and screens applicants for presumptive eligibility, Medicaid for Pregnant Women, and the Family Planning Benefit Program. The position also schedules appointments, assists patients with financial and insurance documentation, collects payments, handles records and paperwork, and supports walk-in sales of emergency contraceptives and birth control. The specialist may travel to other health center sites to provide coverage as directed. The role is full-time at 37.5 hours per week, with a regular Monday–Friday schedule and occasional evenings and weekends.

Requirements

High school diploma or GED preferred.
One to three years of experience in healthcare and/or medical billing preferred.
Customer service experience desirable.
Handle client information discreetly.
Be organized, prioritize tasks, and manage multiple projects.
Excellent customer service and communication skills; comfortable multitasking.
Proficiency in MS Office, including Word, Excel, and email, and ability to work across multiple computer screens.
Ability to work independently.
Excellent verbal and written communication skills.
Ability to work a flexible schedule and travel to multiple agency sites as needed.
Possess sufficient mobility to perform the essential functions, with or without accommodation.
Ability to travel to all agency locations as assigned.

Nice To Haves

Proficiency in two or more languages is sought.

Responsibilities

Greet patients, visitors, and colleagues in a friendly, courteous, and professional manner.
Answer, screen, and route telephone calls; record and deliver messages as needed.
Address patient concerns promptly, courteously, confidentially, and with care.
Maintain a clean and organized work area and protect patient confidentiality in accordance with HIPAA requirements.
Schedule, confirm, and reschedule patient appointments.
Verify or create patient demographic and insurance information in the Electronic Practice Management System (EPM).
Verify or generate required consents in EPM, including Request for Medical Services and Payment Arrangement – Insurance forms.
Verify insurance eligibility and coverage before services are provided.
Request patient photo identification and insurance information according to policy.
Use EPIC to check in and register patients.
Assess patients for placement on a Discount Fee Schedule and request income information using the appropriate documentation.
Assess eligibility and screen patients for grants and payment sources, including Medicaid Presumptive Eligibility for Pregnant Women and the Family Planning Benefit Program.
Assist patients with insurance forms and obtaining program eligibility documentation as needed.
Collect payments, inform patients of outstanding financial responsibility, verify checks and payment cards, and provide receipts.
Provide emergency contraceptives and birth control to walk-in patients or people purchasing supplies, in accordance with company policy and procedure.
Review charges for completeness and accuracy and enter client visit record (CVR) data into EPM.
Follow cash-handling procedures.
Fax or scan medical record requests and paperwork as directed.
Provide excellent customer service to patients and visitors with the intent of exceeding expectations.
Travel to other sites as needed to cover for an absent Patient Services Specialist, as directed by the Health Center Manager.
Participate in and adhere to the agency’s Compliance, Quality, and Risk Management program.
Attend and participate in staff meetings; assist with training new staff or attend workshops as requested.
Participate in affiliate initiatives and work toward productivity, customer service, and capacity goals.
Show respect for differences in backgrounds, lifestyles, viewpoints, and needs among internal and external customers.
Perform other duties as assigned.