Patient Support Representative

Appalachian Mountain Health•Tulula, NC

21d•Onsite

About The Position

The Patient Support Representative, also referred to as the “Front Desk,” works in the office as a general point of contact for clients, providers, and third parties. The role handles telephone inquiries, appointment scheduling, client check-in and registration, payments, insurance verification, and communication with clinical staff. It also maintains electronic health records and supports patient outreach for preventive care and chronic-condition follow-up.

Requirements

Ability to answer, screen, prioritize, and delegate a large volume of telephone inquiries in a friendly, professional manner.
De-escalation skills for clients with behavioral health needs.
Ability to use an EHR to send and follow up on messages and document contacts.
Ability to review prior messages and encounters and communicate clearly with patients and staff.
Ability to maintain electronic health records and verify and update information on file.
Working knowledge of current insurance credentialing information for scheduling appointments.
Ability to triage calls as appropriate and follow up on client requests.

Nice To Haves

Experience verifying client insurance is preferred but not required.

Responsibilities

Answer, screen, prioritize, and delegate telephone inquiries in a friendly, professional manner, including de-escalating calls from clients with behavioral health needs.
Return calls from clients, providers, and third parties in a timely manner.
Refer clinical inquiries to appropriate clinical staff for triage.
Schedule appointments using current insurance credentialing information.
Provide a welcoming first impression of the organization.
Check clients in and complete the full registration process.
Collect payments and verify insurance information.
Send and follow up on messages between clients and providers or clinical staff through the EHR.
Review prior messages and encounters related to patient inquiries to communicate clearly and efficiently with patients and staff.
Maintain electronic health records and document each point of contact in the EHR.
Verify and update information on file as needed.
Use data and client registries to contact patients needing preventive care or follow-up for chronic conditions.
Triage phone calls as appropriate and follow up on client requests.