Patient Service Specialist

Description:

ABOUT US:

In 1981, fueled by the desire to provide quality, accessible healthcare to migrant and farm workers in their community, five visionary women laid the foundation of what would later become Tri-Cities Community Health (TCCH). As a Federally Qualified Health Center (FQHC), TCCH stands tall in the community, boasting six clinical sites strategically positioned to provide comprehensive primary care services to the underserved populations of Pasco, Kennewick, Richland, and the neighboring cities. Serving as the trusted medical home for our patients, TCCH offers a wide range of services - from dental care, optometry, and pharmacy needs to behavioral health and endocrinology. Our spectrum of services is continually expanding as our community grows. Our excellent care extends beyond the walls of our clinics, seamlessly connecting patients to vital social services like WIC and Maternal Support Services. And for those facing logistical barriers, we go the extra mile, ensuring access to prescribed medication by delivering directly to their doorstep. Everything we do reflects our core values of Quality, Respect, and Service.

OPPORTUNITY:

TCCH is growing and actively recruiting Patient Services Specialists (PSS) to join our Care Teams across all our care sites. We are seeking passionate, driven individuals who align with our values of Quality, Respect, and Service, and are eager to make a meaningful impact on the well-being of our patients. Under the direct supervision of the Site Manager, the PSS provides exceptional customer service to all patients, customers, clients, coworkers, and staff. With a smile, the PSS acknowledges and greets every site visitor entering our clinics. PSS staff cover all sites and service lines under the Unified Customer Service Department Manager. PSS staff are required to meet front desk metrics that include full patient registration, eligibility verification, insurance card scanning, email reviewing, and documenting time of service collection. PSS is responsible for accurately collecting all UDS data, family size, and household income for our clients. When creating claims, PSS ensures patient eligibility and proper insurance policy selections while managing daily completion of miscellaneously assigned departmental tasks. All responsibilities will take place while working closely with providers and care teams to ensure patient care is thoroughly achieved.

FUNCTIONS:

Complete all registrations in a professional, accurate, and customer–oriented manner Obtains information from patients’ health insurance or managed care identification card Understand and consistently demonstrate daily compliance to standardized practices and procedures in all areas of collecting, handling, and storage of cash funds tills.

Answer all incoming calls appropriately, as evidenced by the Manager’s observation Respond to calls from patients, physicians, physicians’ office staff, and peers, and uses good judgement to determine the urgency of the situation Answer, screen, prioritize, and redirect calls for the appropriate department

Answer questions, handle routine matters, and take messages

• Schedule all appointments for patients on the scheduling system and work with the manager to meet scheduling goals
• Process requests for medical records from physicians, attorneys, legal agencies, insurance companies, governmental agencies, hospitals, Mass Pro, audits, and former/current patients
• Review and processes record requests to determine presence and accurate completion of authorization for release of information; Contact patient, physician, or other appropriate party to secure absent/inappropriate authorization

Receive and forward faxed requests for medical information from various agencies

• Process medical records requests and verify their identification and authorization

Always maintain media in all printers, which may require lifting or carrying cases of media Have knowledge of or be quick to learn all software and hardware computerized equipment

• Maintain strict confidentiality of all patient information and documentation
• Demonstrate respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment

Work on a team toward surpassing departmental goals and objectives across multiple departments and facilities Attend all required safety training programs and describe responsibilities related to general safety, department/service safety, and specific job-related hazards

• Follow the organization’s exposure control plans and bloodborne and airborne pathogens protocol

Carry out all other duties as assigned

SCHEDULE / LOCATION:

Monday to Friday, 8:30 am - 5:30 pm

WAGE / STATUS:

$18.81-$21.18/hour; up to $24.33/hour This is a Union / Bargaining Unit position, non-exempt

BENEFITS AND WELL-BEING:

A flexible schedule for creating a healthy work-life balance Competitive pay for highly qualified individuals (you!)

Benefits package including medical, dental, vision, life, disability, retirement with employer match, and paid sick/vacation time:

Conveniently located within a 3-4 hour drive to major metropolitan areas such as Seattle, Portland, Spokane, and Coeur d’Alene Conveniently located between major outdoor recreational hubs such as Mount Rainier National Park, White Pass/Bluewood/Schweitzer Ski Resorts, Snoqualmie/Palouse/Multnomah Falls, wine country, and more!

WHY TCCH?:

At Tri-Cities Community Health, we are dedicated to making a lasting impact on the lives of others while keeping pace with our rapidly growing community. Enjoy flexible scheduling, excellent benefits, and a fulfilling work-life balance that allows you to embrace the 300 days of sunshine the Tri-Cities has to offer! As a healthcare professional with TCCH, you’ll be a part of a collaborative team focused on providing comprehensive care to the underserved and underinsured populations of our community – creating meaningful, generational change.

Requirements:

Minimum high school diploma or GED Minimum three (3) years of experience in general medical, dental, BHS, or specialized medical setting preferred Strong organizational skills to manage multiple responsibilities simultaneously across multiple departments and facilities Completion of yearly competency trainings on customer service, UDS data, migrant and seasonal worker populations, insurance, and sliding fees programs

Proficient in English and another language (Spanish, Russian, Mandarin, or other) preferred