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Lead Patient Support Specialist
2 months ago
POSITION TITLE: Patient Support Specialist Team Lead
LOCATION: Asian American Health Coalition
REPORTS TO: Site Lead
EDUCATION: High School diploma or GED; Associate's degree preferred.
WORK EXPERIENCE: Minimum of 2 years in community healthcare settings.
SALARY RANGE: Dependent on experience
FLSA STATUS: Non-Exempt
POSITION TYPE: Full-Time
LANGUAGE: Fluency in English is required; bilingual proficiency in Spanish, Arabic, Burmese, Chinese, or other languages is highly desirable.
JOB SUMMARY:
The Patient Support Team Lead is responsible for ensuring the efficient functioning of the patient support and eligibility teams. This role involves maintaining comprehensive patient records while delivering exceptional customer service. The Team Lead will collaborate with various departments to coordinate provider schedules and manage patient appointments effectively.
KEY RESPONSIBILITIES:
- Perform duties of Patient Support Specialist and Eligibility Support Specialist as required;
- Oversee front office operations, including end-of-day processes, reporting, and patient satisfaction metrics;
- Supervise Patient Support and Eligibility staff to ensure professional and courteous service;
- Communicate effectively with staff and patients, providing training and leadership;
- Assist in onboarding new employees and ensure compliance with operational standards;
- Maintain open lines of communication with all departments for seamless service delivery;
- Monitor daily cash flow at the front desk;
- Address emergencies and troubleshoot issues as they arise;
- Participate in regular team meetings and huddles;
- Manage provider schedules, including adjustments and blocks;
- Follow instructions and provide guidance to staff;
- Handle patient complaints and special requests professionally;
- Manage inventory and order necessary office supplies;
- Ensure a safe and secure work environment;
- Welcome patients warmly and manage their experience from arrival to departure;
- Assist patients with billing inquiries and payment processing;
- Utilize electronic medical records for patient check-in/out;
- Ensure timely documentation and submission of medical records;
- Protect patient confidentiality and adhere to HIPAA regulations;
- Assist with patient enrollment in various healthcare programs;
- Respond to patient inquiries and resolve issues effectively;
- Document patient information accurately and securely;
- Attend community engagement activities and training as required;
- Perform additional duties as assigned to support the organization's mission.
QUALIFICATIONS:
- Experience in community outreach programs;
- Knowledge of social service programs in the local area;
- Understanding of HIPAA privacy standards;
- Proficient in Microsoft Office Suite;
- Strong communication skills, both written and verbal;
- Detail-oriented with the ability to manage multiple tasks.
EDUCATION and EXPERIENCE:
- High School diploma or GED required; Associate's Degree preferred. At least one year of experience in health education, patient navigation, or customer service in a healthcare setting.
ADDITIONAL SKILLS:
- Bilingual abilities (Vietnamese, Chinese, Arabic, and/or Spanish) are preferred;
- Strong public speaking and writing skills;
- Valid driver's license and reliable transportation.
