"Patient Support Specialist"

Advertised Job Summary

The Patient Support Specialist will provide a wide range of administrative support for the front desk operations of Student Health & Well-Being. Incumbent must exercise independence with daily opening and/or closing procedures, will assist with running, organizing and maintaining the reception and lobby areas of the clinics and Welcome Center by performing multifaceted administrative duties.

Essential Job Duties and Responsibilities

• Provide excellent customer service
• Manage flow of patients
• Greet patients as they enter the clinic
• Handle electronic patient records properly

Manages the daily flow of patients through the clinic. Addresses patient’s questions, assists with scheduling appointments, and processes referrals timely. Identifies patient “no shows” and cancellations appropriately. Prioritize tasks effectively when faced with multiple responsibilities in a short time frame. Evaluates provider’s schedules and makes necessary adjustments as requested. Performs complex administrative support functions, including running and uploading various reports. Prints daily appointment schedules and ensures forms needed during downtime events are available in the event of an unanticipated power outage. Conduct opening and closing activities for the department, ensuring that the area is clean and tidy at all times.

Provides excellent customer service by greeting patients in a welcoming manner, whether answering the phone or interacting face-to-face in the department. Ensures patients, clients, staff, and visitors are assisted promptly. Answers telephones and assists callers in making appointments or answering questions regarding health services offered at Student Health (SH). Refers callers to the appropriate department by providing the name and contact number of the relevant person or department. Maintain a courteous, polite, and professional demeanor in all interactions with patients, clients, visitors, and staff.

Directs patients and clients to the self-check-in kiosks and assists them as necessary. Update patient and client data in the Electronic Health Record (EHR), ensuring that all information is correct and correcting any inaccuracies. Guides patients and clients through the EHR regarding appointments, forms, and messages. Instructs patients and clients on how to complete all compliance forms electronically, or distribute paper compliance forms when necessary. Upload insurance cards and enter the appropriate insurance information and verify patient eligibility for access to care. Ensures that all work complies with the standards set by the Accreditation Association for Ambulatory Health Care (AAAHC) and adheres to HIPAA privacy regulations, confidentiality, advanced directives, and patient rights.

Process and complete SH internal and community referrals, ensuring that all referrals are handled within the designated time frame. Verify that no referrals are missed by running the daily referral report. Keeps the referring practitioner informed of any issues by communicating if a patient has declined, canceled, or failed to keep their scheduled appointment. Confirms that the patient has followed through with the referral by requesting a copy of the office note and sending it to the provider once available. If the referral was made to another provider within SH, ensure a copy of the visit note is sent to the referring provider. Complete daily referral reports to ensure all referrals are processed, finalized, and closed.

Coordinates and tracks SHIP enrollment and waiver processes to ensure compliance with University policy. Reconciles invoices from insurance carrier with University documentation of students charged for insurance. Submits administrative enrollments as needed. Represents Student Health at orientations and assists with the revision and distribution of orientation information. Assists students with enrollment and waiver procedures. Appropriately and accurately upload documents into the patient’s EHR. Release protected health information only when the patient has completed and signed the release of information, in compliance with departmental, state, and federal laws. Accurately document all disclosures in the patient’s EHR. Assist the manager in updating patient support services policies, procedures and departmental manuals. Demonstrates teamwork by working in other patient support locations when needed. Assist in training newly hired staff. Participate in staff educational meetings.

Job Related Minimum Required Education and Experience

High school diploma or GED and 1 or more years of job related experience.

Required Certification

Basic Life Support Certification, or able to acquire it within the first 6 months.

Preferred Qualifications

• High school diploma and 4 years’ work experience or bachelor’s degree that is directly related to the area of employment.
• Experience as a medical record specialist or similar duties of health information technicians. Knowledge of HIPAA, health insurance and worker’s compensation.
• Experience using database systems and/or electronic health records systems.
• Knowledge of medical terminology.

Knowledge/Skills/Abilities

Strong written and verbal communication skills. Attention to detail. Ability to prioritize and be flexible. Proficient in the use of Microsoft Office. This position requires an individual that is highly engaged, demonstrates good judgment, critical thinking skills and who can quickly make well-informed and intelligent decisions.