Patient Services Specialist

Planned Parenthood CWNY•Canandaigua, NY

3d•$18 - $21•Onsite

About The Position

The Patient Services Specialist supports Planned Parenthood of Central and Western New York’s mission by providing patient-facing administrative and financial services. The role greets patients, verifies demographic and insurance information, checks patients in and out through electronic systems, and screens applicants for presumptive eligibility, Medicaid for Pregnant Women, and the Family Planning Benefit Program. The specialist schedules and manages appointments, handles calls and patient concerns, maintains confidentiality and an organized work area, processes consents and payments, and reviews charges and visit records for accuracy. The role may also provide emergency contraceptives and birth control to walk-in customers, process medical-record requests, assist with patient eligibility documentation, and travel to other agency sites when needed. The position is full-time, 37.5 hours per week, with a regular Monday–Friday schedule and occasional evenings and weekends.

Requirements

High school diploma or GED preferred; equivalent combinations of education and experience may be considered.
One to three years of experience in healthcare and/or medical billing preferred.
Customer service experience desirable.
Ability to handle client information discreetly.
Organizational skills, ability to prioritize tasks, and ability to manage multiple projects.
Excellent customer service and communication skills, with comfort multitasking.
Proficiency in Microsoft Office, including Word, Excel, and email; 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 health centers across the agency as needed.
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.
Healthcare and/or medical billing experience of 1–3 years is preferred.
Customer service experience is desirable.
High school diploma or GED is preferred.

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, organized work area and protect patient confidentiality in accordance with HIPAA regulations.
Schedule, confirm, and reschedule patient appointments in a timely and efficient manner.
Verify or create patient demographic and insurance information in the Electronic Practice Management System (EPM) for accurate billing.
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 rendered.
Request photo identification and insurance information in accordance with 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 other payment sources, including Medicaid Presumptive Eligibility for Pregnant Women and the Family Planning Benefit Program.
Assist patients with insurance forms and obtaining required program eligibility documentation.
Collect payments and inform patients of outstanding financial responsibility.
Verify checks, credit cards, and debit cards according to procedures and provide receipts.
Provide emergency contraceptives and birth control to walk-in customers 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 training workshops as requested.
Participate in affiliate initiatives and work toward agency 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.