Healthcare Customer Support Specialist

2 weeks ago

Fishkill, New York, United States Nuvance Health Full time

Position Overview

The Healthcare Customer Support Specialist plays a vital role in delivering outstanding service to patients while ensuring smooth operational flow. This position serves as a crucial link among insurance representatives, scheduling teams, healthcare providers, and patients. The specialist aids patients and therapists in the effective delivery of therapy services.

Key Responsibilities:

  1. Act as the primary contact for patients, providing a warm welcome and managing phone inquiries promptly and professionally.
  2. Handle patient registration and appointment scheduling efficiently.
  3. Work collaboratively with scheduling coordinators, insurance representatives, and clinical staff to enhance scheduling processes and optimize patient throughput. Adjust schedules to reflect patient attendance, cancellations, or no-shows.
  4. Update patient insurance details and liaise with insurance representatives to ensure accurate billing and authorization.
  5. Process patient payments at the point of service in accordance with established protocols. Address patient questions and direct them to the appropriate team member when necessary.
  6. Create and maintain comprehensive patient records, ensuring all required documentation is completed. Digitally archive documents and manage the discharge process across all systems.
  7. Facilitate the processing of medical records requests from various stakeholders, including health information management, third-party payers, legal representatives, patients, and caregivers.
  8. Manage and replenish office supplies to maintain an efficient department.
  9. Ensure a positive patient experience by preparing and sanitizing treatment areas. Assist physical, occupational, and speech therapists as directed.
  10. Maintain cleanliness of equipment in line with infection control standards, report any equipment issues to the supervisor, and assist patients with equipment as needed.
  11. Travel between outpatient locations as required to meet coverage needs.
  12. Provide support for other administrative tasks as necessary.
  13. Perform additional duties as assigned.

Required Qualifications:

  • Exceptional customer service abilities, with a friendly and professional phone demeanor.
  • Strong multitasking capabilities.
  • Proficient in computer use, with accurate data entry and reporting skills.

Preferred Qualifications:

  • At least one year of experience in a healthcare office setting or assisting therapy professionals during treatment sessions.
  • Familiarity with medical terminology, coding, billing practices, and medical records management.
  • Experience in patient interaction or community engagement.
  • Bilingual skills may be preferred based on site requirements.

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