Patient Support Representative

Appalachian Mountain Health•Asheville, NC

About The Position

The Patient Support Representative, also known as "Front Desk," serves as the primary point of contact in the Behavioral Health office for all clients, providers, and third-party contacts. This role is crucial in providing a welcoming first impression and managing various administrative and communication tasks to ensure smooth operations within the behavioral health setting.

Requirements

Experience with sending and following up on messages between clients and providers/clinical staff members via EHR.
Ability to read through previous messages/encounters related to patient inquiry to clearly and efficiently communicate with patient and staff.
Experience in maintaining electronic health records (EHR) and documenting each point of contact within the EHR.
Skill in verifying information on file and updating said information as necessary.
Experience using data and client registries to outreach to patients in need of preventive care and follow-up for chronic conditions.
Working knowledge of up-to-date insurance credentialing information to correctly schedule appointments.
Ability to triage phone calls and follow up on client requests as appropriate.
De-escalation skills for clients with behavioral health needs.

Nice To Haves

Experience with verifying client insurance is preferred but not required.

Responsibilities

Answering, screening, prioritizing, and delegating telephone inquiries in a friendly and professional manner, including de-escalation skills for clients with behavioral health needs.
Returning client, provider, and third-party calls in a timely manner.
Referring client inquiries of a clinical nature to the appropriate clinical staff for triage.
Scheduling appointments in accordance with AMH Behavioral Health Program guidance.
Providing a welcoming first impression of the organization.
Managing client check-in and completing the full registration process.
Sending and following up on messages between clients and providers/clinical staff members via EHR.
Reviewing previous messages/encounters related to patient inquiries to facilitate clear and efficient communication with patients and staff.
Maintaining electronic health records (EHR) and documenting each point of contact within the EHR.
Verifying information on file and updating it as necessary.
Utilizing data and client registries to outreach to patients in need of preventive care and follow-up for chronic conditions.
Utilizing working knowledge of up-to-date insurance credentialing information to correctly schedule appointments.
Triaging phone calls and following up on client requests as appropriate.