Patient Operations Specialist (LB)

The Patient Operations Specialist is responsible for ensuring patient interactions/experiences are successful by providing excellent customer service. The role is responsible for administrative and front office functions for the health center(s).

Requirements

• Scrub the schedule for the next day (reason for visit, demographic information, global alerts, ensuring time slot is correct)
• Conduct chart audit, including scrubbing of provider schedule, looking for duplicate appointments
• Greet and acknowledge visitors/patients with respect, dignity, and an even tone
• Ensure accurate and timely check-in/check-out patients
• Ensure all patient registration forms are completed, scanned, and entered into patient chart
• Effectively de-escalate visitor/patient complaints with even tone
• Verify and update demographics as needed
• Verify eligibility and insurance accurately when needed
• Handle monetary transactions (cash and/or credit/debit card) for any and all cash patients, or patients with a copay
• Stock all supplies when needed
• Answer phones, address all concerns and follow up with proper documentation and notes in the electronic health record (EHR) system
• Monitor and address tasks in HarborCHC's patient communication platform according to HarborCHC procedures
• Ensure patient demographics are accurate and complete in the EHR
• Deliver messages and route calls from patients to appropriate staff
• Ensure all Meaningful Use information is obtained, updated, and verified in the EHR system on an ongoing, daily basis
• Maintain department policies and ensure procedures meet HIPAA compliance, are current with industry standards, and are followed
• Participates in internal and external audits and projects when necessary
• Maintain metrics of wait time as required by health plans to 90 seconds
• Maintain metrics of each call and assist time to 2.50 minutes
• Effectively de-escalate patient complaints on calls with even tone
• Demonstrate understanding of EHR scheduling process
• Follow scheduling rules and process for efficiency, including maximization of visits
• Ability to convey to patients/callers, effective messaging, regarding practice protocols
• Scrub schedule for any errors on an ongoing daily basis
• Any additional administrative duties as directed by your Supervisor

Benefits

• Paid Time Off
• 401k Matching
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance
• Flexible Spending Account