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Behavioral Health Patient Service Representative
1 month ago
We are currently hiring a Behavioral Health PSR in Milwaukee, WI. This is a full-time position that does not require working late nights, weekends, or holidays.
Hours - Monday -Friday 8 am - 5 pm
Why Progressive Community Health Centers?
Founded in 1999, Progressive Community Health Centers is an independent non-profit organization that operates four clinic locations in Milwaukee, Wisconsin. More than 100 employees support our agency's mission to improve the health and quality of life of the community by providing culturally competent services that address identified needs. We provide high quality, comprehensive care to roughly 16,000 patients annually, a majority of who are low-income. No one is ever turned away from our clinics based on insurance status or ability to pay. We value a patient-centered philosophy and provide range of services that include family medicine, internal medicine, women's health, urgent care, dental, radiology and integrated behavioral health. We also offer supportive services such as case management, health education and benefits enrollment.
Summary
The Behavioral Health Patient Service Representative (PSR) performs tasks early in the revenue cycle process. These functions have an early impact on patient experience and revenue outcomes. The primary role of the BH PSR is to support the behavioral health department in optimizing registration, appointment scheduling, and supporting in-network referrals. Performs various cross-functional behavioral health-based clerical and patient support duties, including telephone registration, scheduling, clerical, administrative duties, and/or data entry duties. Responsible for greeting and assessing patients needing services, collecting data, and providing patient education.
Responsibilities
- Greets behavioral health patients and visitors and responds to routine requests for information. Answers telephone, screen calls, and takes messages.
- Registers behavioral health patients; obtains demographic and insurance information; verifies insurance coverage; collects co-pays, deductibles, and previous balances; posts payments and updates demographic and insurance information.
- Schedules behavioral health patient appointments and coordinates cancellations, reschedules, and additions to schedules. Provides accurate, detailed information regarding the time the patient will arrive and any other directional information needed by the patient.
- Recommend the next best actions or cross-promotional opportunities to patients to educate them on appropriate additional services or health education campaigns.
- Document and provide feedback from callers to the appropriate parties for follow-up and/or resolution. Elevate the voice of patient opportunities to Trainers and Supervisors for implementation in training and/or centralized knowledgebase.
- Assist patients in enrolling and increasing customer utilization of MyChart App (EPIC EMR).
- Updates insurance, financial responsibility, and other data when changes or additions occur and communicates to behavioral health patients as appropriate. Ensures insurance and patient information obtained is complete and accurate, applying acquired knowledge of government and third-party payor requirements.
- Identifies, reports, and resolves problems regarding registration or authorizations to appropriate individuals and departments.
- Monitors behavioral health patient flow to ensure they are cared for most efficiently and courteously. Offers various assistance to patients, including arranging transportation needs, providing directions, locating wheelchairs, etc.
- Performs visit closure, including checking out patients after visits, scheduling follow-up appointments, and providing patients with a visit summary, if applicable to behavioral health visit
- Perform other job-related duties as may be assigned.
EDUCATION AND EXPERIENCE:
This position requires a High School diploma or equivalent education with 1 year of healthcare and/or customer service experience. Working knowledge of Medicaid, Medicare, and Commercial health plans is preferred but not required. Experience with Epic practice management system preferred but not required. The ability to work with various cultural, ethnic, and socio-economic populations. Able to work in a fast-paced, team environment that requires accuracy and attention to detail.
It is mandatory that all employees, employed providers and volunteers are vaccinated. All hired candidates must submit proof of vaccination prior to their orientation. This is a mandatory requirement for Progressive Community Health Centers. The purpose is to minimize exposure to and transmission of the influenza virus in the workplace by providing occupational protection to employees and thereby preventing exposure to members of the community, which we serve.
Equal Employment Opportunity: Progressive Community Health Centers is an equal opportunity employer and will not discriminate against employees or prospective employees on basis of age, race, creed, color, religion, marital status, sex, national origin, ancestry, citizenship, sexual orientation, disability, arrest and/or conviction record, military status, protected veteran status, or any other characteristic or status protected by law.
