Title: Patient Services Support Specialist

Location: 100 Island Ave San Diego, CA 92101

Travel? Yes, travel Required to Assigned Locations around the San Diego area. The candidate will be responsible for 6-8 locations in their region. They may work at their location closest to home; however, will be required to travel to assigned clinics on an as needed basis for onboarding new hires and PTO/Sick coverage.

Schedule: Full Time (40 hours per week)

Position Overview:

As a PRN Patient Services Support Specialist, you will play a vital role in creating a positive and welcoming experience for our patients. You will be responsible for greeting patients, visitors and callers, ensuring the highest quality of customer service. This will include following communication scripts, scheduling appointments and accurate data entry of patient demographics and insurance. You will be responsible for training new PSR staff, as well as providing front desk coverage in your assigned region as needed.

Key Responsibilities:

• Promote PRNs Core values: Quality Service, Integrity, Compassion and Teamwork
• Handle calls from patients, referral sources and insurance carriers while providing the highest quality customer service
• Register patients accurately and timely with pertinent information needed to facilitate preauthorization, eligibility and benefits
• Maintain complex schedules while ensuring that all patients are scheduled with the appropriate evaluation type and provider, as well scheduling all follow up appointments per the physician’s orders
• Assist patients with any insurance-related questions, consult with assigned RFOA or PAR for more difficult cases
• Submit patient benefits requests timely to ensure they are completed prior to evaluation
• Send patient electronic Welcome Letter prior to initial visit
• Collect and scan identification and insurance card’s along with all intake paperwork and referral from physician upon the first visit
• Maintain general knowledge of insurance guidelines regarding eligibility for coverage and reimbursement (i.e. copay, deductible, coinsurance, etc.) and explains out of pocket expenses to patients
• Verify appropriate authorization is in place prior to patient encounter
• Accept and process patient payments
• Facilitate faxing, emailing or tasking pertinent documents/information as requested
• Obtain clarification and signature on referral from physician, when missing or unclear
• Provide initial training for new PSR staff, as well as follow up training when required
• Provide coverage for PSR scheduled time off
• Monitor and support authorization process for clinics in assigned region and provide coaching as needed
• Monitor and support the over-the-counter collections in assigned region and provide coaching as needed
• Collaborate with RFOA regarding PSR performance
• Maintain strict confidentiality with patient information

The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands.

Experience:

• High school graduate or equivalent
• 2+ years of experience in a medical office
• Experience working with patient management software and systems. Raintree preferred

Knowledge, Skills and Abilities:

• Exceptional phone manner
• Ability to maintain composure in high pressure situations
• Attention to detail and excellent data entry skills
• Understanding of healthcare compliance, HIPAA regulations, and customer service best practices
• Ability to exercise mature judgement and initiative in analyzing problems and recommending/implementing solutions
• Knowledge of payor guidelines
• Travel required

Within the bounds of their respective job descriptions, all staff is expected to exercise principle-centered leadership, focused on customer service responsiveness, with a continuous quality improvement orientation.

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