Patient Services Float

Here at SNAHC, you are joining a team and company at a time of growth and transformation. You will love being surrounded by people who are as passionate as you are about healthcare and giving back to the community. Please note that individual total compensation for this position will be determined at the Company's sole discretion and the wage range for this role considers a wide range of factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At SNAHC, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $23.00-$25.00/HR

Position Summary:

The Patient Services Float (PSF) reports to the Patient Services Manager and will be responsible for providing support to any area within the Patient Services Department which includes Call Center, Member Services and Front Desk Reception in times of under staffing due to scheduled vacations, unexpected absences, or increased department workloads. The PSF must have the ability to perform a variety of duties without loss of efficiency or composure across the patient facing positions.

This position’s duties and responsibilities will vary depending on the departments need and can include but are not limited to; scheduling clinical appointments for Dental, Medical or Behavioral Health, answering incoming calls, verifying insurance coverage, patient registration, patient check-in/out for appointments, collecting payments for services rendered, data entry, etc.

Essential Functions:
Front Desk:

• Schedules appointments and verifies insurance and/or payment method for appropriate department.
• Schedules follow up medical appointments as well as any other clinical appointment(s) upon patient request or need. using approved template and guidelines.
• Conducts appointment reminder communication and screens insurance eligibility for same day and/or walk in appointments. Appropriately notifies patients of any eligibility conflicts.
• Utilizes software features to maximize patient access and adheres to patient check-in workflow.
• Collects and records patient payments for services rendered daily.
• Reconciles daily cash drawer and patient payments.
• Ensures information entered into the Electronic Health Record (EHR) is accurate and complete. This includes reviewing the chart and verifying all forms are completed and up to date.
• Assists and enrolls patients to state programs.
• Actively participates in internal quality improvement teams.
• Works with members proactively to support quality improvement initiatives in accordance with the mission and strategic goals of the organization, federal and state laws and regulations, and accreditation standards.
• Complies with all state and federal laws and regulations, as they pertain to position including; HIPAA, sexual harassment, Scope of Practice, OSHA etc.
   

Member Services:

• Answer incoming calls and/or see patients in a face-to-face setting for new patient registration which involves creating demographic charts in the Electronic Health Record (EHR) software for members coming to utilize clinical services as well as eligibility inquiries for established patients.
• Provide support to patients regarding Medi-Cal, Medicare and their managed care systems in a clear and professional manner that ensures their understanding.
• Utilize the Electronic Health Record (EHR) RTS system and/or individual payer websites to obtain eligibility and/or pre-authorization information for next day appointments.
• Confirm SNAHC is the assigned Primary Care Physician (PCP) with patient insurance plans
• Appropriately notifies patients of any eligibility conflicts, outstanding balances and/or out-of-pocket costs associated with visits.
• Responsible for ensuring all the information entered into the Electronic Health Record (EHR) is accurate and complete. This includes reviewing and verifying any paper documents to make sure that all forms are completed, identified, signed and corrected.
• Responsible for required data entry as it relates to insurance eligibility prior to any services by any provider, must be able to complete this task efficiently and effectively.
• Actively participates in internal quality improvement teams.
• Works with members proactively to support quality improvement initiatives in accordance with the mission and strategic goals of the organization, federal and state laws and regulations, and accreditation standards.
• Compliance with all state and federal laws and regulations, as they pertain to position including; HIPAA, sexual harassment, Scope of Practice, OSHA, etc.

Call Center:

• Responsible for appointment scheduling using approved template and guidelines. 
• Communicate with provider teams regarding non-appointment-related inquiries using the E.H.R tasking process.
• Appropriately notifies patients of any eligibility conflicts. 
• Follows up on messages received through after hours answering service by returning all appointment related messages to ensure all patients are cancelled, and/or rescheduled in a timely manner. 
• Responsible for EHR data entry for patients prior to scheduling appointments.  
• Verifies patients have current consent forms in place and updates demographic information as needed. 
• Actively participates in internal quality improvement teams.
• Works with members proactively to support quality improvement initiatives in accordance with the mission and strategic goals of the organization, federal and state laws and regulations, and accreditation standards
• Compliance with all state and federal laws and regulations, as they pertain to position including; HIPAA, sexual harassment, Scope of Practice, OSHA etc.  

Skills and Abilities:

• Excellent computer skills, preferably with Windows, including Microsoft Office Suite
• Excellent telephone and communication skills
• Must possess excellent organizational, writing, and verbal skills.
• Ability to work independently, set priorities, and work well under pressure.
• Ability to maintain a high degree of confidentiality.
• Ability to demonstrate superior professionalism when dealing with patients, subordinates, colleagues, community members and vendors.

Competencies:

• Communication and Relationships
• Initiative
• Planning and Organizing
• Safety
• Teamwork
• Customer Service
• Data Collection
• Eligibility
• Payment Collection
• Scheduling

Minimum Qualifications:

• General education degree or high school diploma
• 2+ years of experience working in a clinical front office setting/ or similar role.
• Customer Service experience
• Experience with electronic health records software and database systems preferably NextGen
• Knowledge of collecting and verifying insurance information.
• Knowledge and/or familiarity of Medicare; Medi-Cal; Presumptive Eligibility; local Geographic Managed Care Plans (GMC); state/federal funded programs for health care enrollment; Sliding Scale.

Preferred Qualifications:

• Knowledge of medical & dental terminology.
• Experience in an FQHC setting.
• Experience working in a mental health setting.
• Knowledge of traditional, cultural, and spiritual practices of the diverse AI/AN community, as well as ability to work with other racially, culturally, ethnically, and financially diverse populations.
• Bilingual; Spanish/English desired

Benefits

• Eligibility for health, dental and vision coverage, subject to plan terms. If you choose to enroll, benefits are the first of the month following your hire date.
• Flexible spending account (FSA).
• 403b retirement plan with up to a three percent company match after 90 days. 
• Life insurance and an Employee Assistance Program will available at no cost to you.
• For employees whose primary worksite is Midtown, you will be eligible to receive a $40 parking stipend per month.
• Vacation earned on a 4.92 biweekly accrual basis. Accrual begins from day one of employment, but you can not use vacation pay for 90 days. 
• 40 hours of sick pay each calendar year (eligible after 90 days).
• 11 Company-paid holidays (eligible on first day of employment).
• For providers, access to student loan forgiveness/repayment through multiple programs, including HRSA, HCAI, and IHS. 
• For licensed staff, annual continuing education stipend to be used for items such as licensing fees and activities related to continuing education.