Patient Support Representative

About the Role

A Patient Support Representative (Front Desk) serves as the general point of contact for clients, providers, and third parties, ensuring a welcoming and professional experience.

Responsibilities

• Answer, screen, prioritize, and delegate a high volume of telephone inquiries in a friendly and professional manner, including de-escalation for clients with behavioral health needs.
• Return calls from clients, providers, and third parties in a timely manner.
• Refer clinically related client inquiries to the appropriate clinical staff for triage.
• Schedule appointments and verify up-to-date insurance credentialing information to ensure accurate scheduling.
• Provide a welcoming first impression of the organization during client check-in and complete the full registration process.
• Collect payments and verify insurance information (experience preferred but not required).
• Send and follow up on messages between clients and providers/clinical staff via EHR.
• Review previous messages and encounters related to patient inquiries to communicate clearly and efficiently with patients and staff.
• Maintain electronic health records (EHR) and document each point of contact within the system.
• Verify and update client information on file as necessary.
• Use data and client registries to outreach to patients in need of preventive care and follow-up for chronic conditions.
• Triage phone calls and follow up on client requests as appropriate.