Patient Operations Specialist (LB)

About the role

This position is responsible for ensuring that all patient interactions/experiences are successful by providing excellent customer service. The Patient Operations Specialist is responsible for administrative and front office functions for the health center(s).

Responsibilities

• Scrub the schedule for the next day (reason for visit, demographic information, global alerts, ensuring time slot is correct).
• Conduct chart audit, including scrubbing of provider schedule, looking for duplicate appointments.
• Greet and acknowledge visitors/patients with respect, dignity, and an even tone.
• Ensure accurate and timely check-in/check-out patients.
• Ensure all patient registration forms are completed, scanned, and entered into patient chart.
• Effectively de-escalate visitor/patient complaints with even tone.
• Verify and update demographics as needed.
• Verify eligibility and insurance accurately when needed.
• Handle monetary transactions (cash and/or credit/debit card) for any and all cash patients, or patients with a copay.
• Stock all supplies when needed.
• Perform other duties as assigned to support HarborCHC’s Mission and Values.
• Other duties may include: Answer phones, address all concerns and follow up with proper documentation and notes in the electronic health record (EHR) system. Monitor and address tasks in HarborCHC's patient communication platform according to HarborCHC procedures. Ensure patient demographics are accurate and complete in the EHR. Deliver messages and route calls from patients to appropriate staff. Ensure all Meaningful Use information is obtained, updated, and verified in the EHR system on an ongoing, daily basis. Maintain department policies and ensure procedures meet HIPAA compliance, are current with industry standards, and are followed. Participates in internal and external audits and projects when necessary. Maintain metrics of wait time as required by health plans to 90 seconds. Maintain metrics of each call and assist time to 2.50 minutes. Effectively de-escalate patient complaints on calls with even tone. Demonstrate understanding of EHR scheduling process. Follow scheduling rules and process for efficiency, inluding maximization of visits. Ability to convey to patients/callers, effective messaging, regarding pracice protocols. Scrub schedule for any errors on an ongoing daily basis. Any additional administrative duties as directed by your Supervisor.

Qualifications

• High school diploma or equivalent
• 2 -3 years experience in customer service/patient services in a health/dental office setting
• If current staff under consideration for promotion, must be employee in good standing with positive performance review, no corrective action plans for at least 6 months.
• Bilingual English/Spanish
• Current Basic Life Support (BLS) Certification by the American Heart Association
• Experience with electronic health records (EHR), eClinicalWorks preferred
• Experience at Federally Qualified Health Center preferred