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Patient Care Representative

3 months ago

Seattle, United States THS Full time
Job DescriptionJob DescriptionDescription:

Since 1972, Therapeutic Health Services (THS) has provided evidence-based, culturally appropriate and compassionate behavioral health treatment, programs and services for children, youth, and families with substance use and mental health disorders. We are on the frontlines:

  • Fighting the region’s opioid epidemic
  • Providing behavioral health support for those experiencing homelessness
  • Lowering barriers to behavioral health for youth and adults who have had challenges accessing quality care
  • Specialists in serving the needs of the BIPOC and LGBTQIA communities
  • A family of caring and compassionate providers dedicated to serving the most vulnerable in our community

We are hiring a Patient Care Representative (PCR) to join our Seattle team. As a Patient Care Representative, you will be responsible for providing effective and efficient responses to new patient inquiries (external referrals) via our Prospective Patient Pipeline to connect them with various programs and services. These responses include but are not limited to responding to inquiries from prospective patients, pre-screening patients to identify the most appropriate services, identifying insurance coverage, referring clients we cannot serve to other external sources, and scheduling intake and assessment appointments. The approximate hours for this position are 9:00 am – 5:00 pm, Monday through Friday. The starting pay for this role is $23.00 - $24.00 per hour.

Requirements:

Get Help Form/Get Help Phone Line

  • Call prospective clients who fill out website Get Help form within 1 business day per policy/procedure
  • Respond to calls made to agency via Get Help phone line, schedule appointment or gather client information for call-back list
  • Provide patients with requested information/clarification about intake/assessment process and general information about programs and services
  • Schedule appointments with appropriate Intake Specialists and clinical staff
  • Track communications with Get Help Inquirers using Salesforce software
  • Create and manage patient records for inquirers in our electronic health record system

Intake/Assessment Appointments

  • Professionally and efficiently complete the following process for scheduling intake appointments: finding appropriate appointment time for client, filling out paperwork, ensuring the correct information is logged into Salesforce and our EHR system, and communicating with the appropriate provider to notify them of new appointment
  • Complete pre-assessment with client where basic demographic and mental health information is gathered
  • Coordinate with THS staff who work with priority populations to get their clients priority scheduling into new programs
  • Verify insurance coverage in Provider One

Customer Satisfaction

  • Become well-informed about THS programs and services, stay up to date as programs are added, deleted or changed
  • Develop a working knowledge of how treatment works at THS so questions from prospective patients can be answered or directed to the appropriate location
  • Understand the needs of patients and reduce barriers to accessing behavioral health services
  • Resolve problems, escalate issues to Digital Marketing & Development Supervisor, Chief Development & Marketing Officer or Program Staff as needed
  • Dedicated to meeting the needs of prospective patients and working to create a positive experience for all

Minimum Qualifications:

  • Minimum high school diploma or GED and continuing education in related field.
  • One year of customer service experience
  • Demonstrated ability/willingness to work with a diverse group of patients, co-workers and service providers.
  • Excellent customer service skills.
  • Ability to work under pressure and deal with difficult clients or stressful situations while remaining professional.
  • Ability to listen to and record detailed information, with spelling accuracy being of the utmost importance.
  • Strong written and oral communication skills.
  • Ability to multi-task.
  • Extremely detail oriented and well organized.
  • Self-motivated.
  • High level of proficiency with Microsoft Office Suite including Teams and Outlook, comfortable learning new software applications

Preferred Qualifications:

  • A Bachelor’s Degree in Social Work or Communications or related field is preferred. Experience (especially in a healthcare setting) may be substituted for education.




Employer paid medical/dental/vision insurance packages.

  • Employer paid life insurance
  • 12 accrued vacation days for year one, up to 20 days in subsequent years
  • 12 days sick leave accrual per year
  • Mental Health Day
  • 1 Personal Day
  • 12 Paid Holidays
  • Flexible Spending Plan
  • 403(b) Retirement plan
  • Employee Assistance Program
  • Training Allowance/License Reimbursement
  • We are also a Second Chance Employer