Patient Services Specialist (Medical Receptionist)

About the position

The Patient Services Specialist (Medical Receptionist) at Planned Parenthood of Central and Western New York is responsible for providing exceptional customer service to patients and visitors, managing patient check-in and check-out processes, verifying insurance information, and ensuring compliance with HIPAA regulations. This role is essential in supporting the health center's operations and enhancing patient experiences through effective communication and organizational skills.

Responsibilities

• Greets patients, visitors, and colleagues in a friendly, courteous, and professional manner.
• Operates telephones efficiently by promptly answering calls, screening them, and delivering messages as necessary.
• Addresses patient concerns in a prompt, courteous, confidential, and caring manner.
• Maintains a clean and organized work area, ensuring patient confidentiality according to HIPAA compliance regulations.
• Schedules, confirms, and reschedules patient appointments in a timely manner.
• Verifies and/or creates patient demographic and insurance information in the Electronic Practice Management System (EPM).
• Verifies insurance eligibility and coverage prior to services being rendered.
• Requests photo identification and insurance information from patients.
• Interfaces with Phreesia to check in and register patients.
• Assesses patients for their placement on a Discount Fee Schedule.
• Requests income information from patients and completes necessary documentation.
• Assesses eligibility and screens patients for grants and other payment sources.
• Assists patients with completion of insurance forms and obtaining necessary documentation.
• Collects payment and informs clients of any outstanding financial responsibility.
• Provides emergency contraceptives and birth control to patients as per company policy.
• Reviews charges for completeness and accuracy; enters client visit record (CVR) data into EPM.
• Follows appropriate Cash Handling procedures.
• Faxes and/or scans medical records requests and paperwork as directed.
• Travels to other sites as needed to fill in when a Patient Service Specialist is absent.
• Participates in and adheres to agency's Compliance, Quality and Risk Management program.
• Attends and participates in staff meetings and may assist with training of new staff.

Requirements

• High School Diploma or GED preferred.
• A minimum of 1-3 years of experience in healthcare and/or medical billing preferred; experience in customer service desirable.
• Must be able to handle client information discreetly.
• Must be organized, able to prioritize tasks and handle multiple projects.
• Must have excellent customer service and communication skills and be comfortable with multi-tasking.
• Proficiency in MS Office (Word, Excel, Email) is required with ability to work between multiple computer screens.
• Ability to work independently and have reliable transportation with a valid NYS driver's license.

Nice-to-haves

• Experience delivering care and services to racially and ethnically diverse service populations.
• Proficiency in one of the following languages: Spanish, Nepali, Arabic, or Swahili.

Benefits

• Generous Paid Time Off
• 10 paid holidays
• Affordable medical, dental, and vision options
• Health Savings Account or Flexible Spending Account
• 401(k) with match
• Competitive compensation ranging from $16.50 to $19.18/hour