Patient Solution Specialist

About the role

UCFS strives to use person-centered care to improve the health and well-being of everyone in our community. We are currently seeking a Patient Solution Specialist to provide courteous and professional customer service to all callers, clients, patients, and visitors. This role handles incoming calls, conducts initial client intakes, and provides essential information about UCFS Healthcare services. The right candidate will utilize personal experience and training to assist individuals and families in accessing, engaging, and utilizing community resources, including health and wellness services. The Patient Solution Specialist will directly contribute to improved health outcomes and reduced health disparities by increasing access to care.

UCFS operates Monday–Friday 8:00 am–7:00 pm (hours vary by day and location) and is also open the 2nd and 4th Saturday of each month.

Responsibilities

• Operates a multi-line telephone system, answering and transferring calls, and taking messages promptly and courteously.
• Provides courteous and professional customer service to all callers, addressing inquiries, and offering helpful information regarding UCFS Health Center services, providers, medical records, scheduling, insurance, copays, sliding fees, billing, and related matters.
• Follows proper call handling procedures and protocols to ensure effective and efficient call resolution.
• Conducts initial client intakes by accurately entering new or existing demographic and insurance information into the Electronic Health Record.
• Performs insurance verifications to ensure clients receive relevant information about their insurance benefits for their initial intake appointment for medical, dental, and behavioral health services.
• Provides initial and ongoing telephonic and in-person support to clients/patients seeking assessment for social determinants of health (SDOH) such as basic needs; legal, medical, housing, transportation, insurance, by offering and completing a comprehensive needs assessment.
• Establishes and facilitates a client/patient communication plan, timeline, and follow-up to ensure ongoing support.

Requirements

• High School Diploma (or equivalent).
• 2 years of experience working in a call center OR healthcare environment.
• Experience with EHR systems – EPIC preferred.
• Familiarity with software programs such as Microsoft Office Suite, especially Outlook, Teams, and Excel.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a team-oriented environment or individually as needed.
• Strong organizational and time management skills.

Benefits

• Financial: Yearly Performance Merit Increases; Gain Share Program; Local & Online Discounts.
• Income Security: 401(k) Plan + 6% Employer Contributions; Employer Paid Life & Disability Insurance.
• Health & Wellness: Medical/Dental/Vision Insurance; Employee Assistance Program; Wellness Programs; Decompression Spaces.
• Time Off: Generous Paid Time Off starting at 3 weeks vacation, 4 floating holidays, 10 sick days, 8 federal holidays.
• Growth: Employee-Led Committees; NHSC Loan Repayment Opportunities; PSLF Eligibility; Career Path Ladders; Employer Paid Learning & Development Programs.
• Fun: Appreciation, Education, and Team-Building Events.

Pay

$21 - 22 / hour

Schedule

Full-Time, 40 hours/week.