Behavioral Health Patient Access Representative

Position Summary: The Patient Access Representative (PAR) serves as the first point of contact for MHSI patients via phone and in person. This position supports MHSI's mission to provide accessible quality healthcare services by promptly answering patient calls, greeting patients in person with a smile, and scheduling/rescheduling patient appointments. PARS are also responsible for obtaining required forms and demographic/insurance information and collecting/posting patient payments. They continually seek new and better ways to assist their patients and strive to provide excellent customer service.



POSITION-SPECIFIC COMPETENCIES/ESSENTIAL FUNCTIONS/DUTIES & RESPONSIBILITIES

• Excellent customer service: Greets all patients and team members with a positive attitude and demeanor. Addresses patient needs to ensure a superior experience. Displays empathy, actively listens and communicates clearly and effectively.
• Call management: Displays a natural ability for customer service, good listening skills, effective communication skills, and an enthusiastic attitude. Displays excellent critical thinking and problem-solving skills.
• Appointment scheduling: Collects all required information, including a clear and concise reason for the appointment. Utilizes provider templates appropriately and offers patients the first available appointment.
• Department schedule management: Review provider schedules daily to reschedule no-shows and canceled appointments. Conciliate the schedules throughout the day. Work with clinical staff on provider schedule additions and/or changes/cancelations.
• Accurate patient demographics: Collects and verifies patient/guarantor demographic information, including name, date of birth, social security number, gender, race/ethnicity, address, phone number, emergency contact, and income. This includes scanning the patient's ID and/or any other documentation provided by the patient.
• Insurance verification: Accurate insurance and subscriber information is obtained when scheduling patient appointments. Insurance verification completed utilizing E-verification and/or payor portals.
• Sliding Fee Discount Program: This program offers a sliding fee to all patients regardless of their income or insurance status. The team collects applications with supporting documentation, reviews them for completeness, and scans completed application packets into the EHR.
• Payment collection: Collection of copays, deductibles, prepayments, and previous balances. Refers patients to the Financial Advocate to discuss payment plan/financial hardship options.
• HIPPA and OSHA compliance; always promotes a safe work environment
• Perform other duties as assigned.