CONSUMER RELATIONS SPEC

About the Role

Works with a team to assist consumers during their time in the clinic, covering medical records, front desk, charge, and documentation audit functions. The Consumer Relations Specialist will be cross-trained to work in any support team position as needed.

Responsibilities

• Runs daily reports for scheduled appointments and requests charts from storage or post-acute care providers.
• Enters and updates patient demographic information, appointment scheduling, treating provider details, registrations, admissions, discharges, and service discontinuations.
• Checks daily queries and reports, making corrections or alerting appropriate staff.
• Prepares and batches paper documents for scanning at HIM corporate, ensuring weekly submission.
• Reviews patient appointments for appropriate types and timeframes per policy, including treatment plan updates.
• Manages Aftercare paperwork and files until the appointment date.
• Requests records from previous providers in accordance with Release of Information.
• Sends admission, discharge, and progress updates to primary care physicians or psychiatrists as requested.
• Records and processes incoming requests for information, scanning requests to HIM for preparation.
• Prepares expedited records as instructed by HIM.
• Forwards requests for information to centralized locations for accuracy verification.
• Assists and trains staff on electronic medical records and supporting applications.
• Participates in CQI teams and collects quality and customer service monitoring information (e.g., MIPS, MHISP, Customer Service Surveys).
• Runs Guarantor, Incorrect Email, and Discern Scheduling reports, correcting errors in electronic records.
• Reviews daily and future schedules for accuracy or conflicts.
• Reviews Report2web and Starclin reports for insurance eligibility notes.
• Ensures correct insurance and copay information are loaded in systems and corresponds with Insurance Verification Departments as needed.
• Collects payments, issues receipts, balances and reconciles daily cash logs (Clinic and Pharmacy), and handles daily bank deposits.
• Provides information on financial assistance programs to patients with payment difficulties.
• Verifies and updates patient addresses and phone numbers upon check-in.
• Ensures applicable paperwork is completed and notifies clinicians upon patient arrival.
• Schedules or reschedules follow-up appointments as needed.
• Maintains monthly collection goals and registration accuracy.
• Completes patient registrations same-day and ensures timely scanning of paperwork.
• Reviews assigned charts for documentation completeness and charging accuracy.
• Uses Omission Log to record missing charting elements and requests charge corrections.
• Follows up on Omission Logs to ensure timely corrections.
• Manages Peninsula Outpatient Delayed Claims.
• Reviews and enters Behavioral Health Safety Net lab charges from Parkwest monthly.
• Enters WIT Grant charges on the TNWITS website monthly.
• Handles special projects as assigned by the Office Supervisor.
• Follows policies, procedures, and safety standards.
• Completes required annual education assignments and participates in quality improvement initiatives.
• Performs other duties as assigned.

Qualifications

• Minimum Education: High school diploma or equivalent.
• Computer training, customer service training, and medical records organization skills.
• Ability to type 40 words per minute.
• Ability to work with diverse populations.
• Preference may be given to individuals with medical office work experience.

Schedule

Full Time, 80 Hours Per Pay Period, Day Shift