Patient Care Specialist (Bilingual)

OVERVIEW:The Patient Care Specialist position reports directly to the Practice Manager, and is responsible for (pre)registration, financial counseling, charge entry, information services, complex customer service activities within established parameters, operates as a call center agent and consults with supervisors as questions arise for the IMAN Health Center. In addition, the Patient Care Specialist assists with continuous quality improvement and compliance activities.KEY RESPONSIBILITIES:Schedule appointments for both new and established patients; enter necessary patient/guarantor data information accurately and efficiently into the electronic health record; document and verify patient insurance.Communicate changes that impact patient appointments and reschedule patients as necessary.Pre-register patients and review schedule twenty-four (24) hours prior to patients’ appointment to ensure pre-registration is complete.Conduct date of service (DOS) registrations and activate patients’ accounts, with reconciliation of records at the end of the day to reflect accurate assignment of encounters to the appropriate provider. Provide financial counseling services, including, but not limited to medical application assistance, and conduct fee assessments and sliding fee scale determinations as appropriate and necessary. Communicate the cost of services and billing policies to patients; collect co-pays, deductibles, and fee assessments from patients as appropriate. May enter charges for services rendered within the prescribed time period. Collects co-payments and all applicable fees .Manage phone calls into the Health Center, route calls and messages appropriately.Take customer calls and provide accurate, satisfactory answers to their queries and concerns.De-escalate situations involving dissatisfied customers, offering patient assistance and support.Respond to complex inquiries from clients to provide or clarify information on departmental services, policies, and procedures.Immediately notify the Department Manager/designee of problems with provider coverage upon detection. Participate in orientation of new patients to IMAN Health Center; ensure that the patient receives materials and information pertinent to IMAN Health Center policies on sliding fee scale, hours of operation, etc.Safeguard confidentiality of the medical charts/records and complies with all local, state, and federal laws pertaining to medical records. Complies with all HIPAA and other privacy and security regulations. Receive, log, and appropriately route complaints at the departmental level, including reporting client feedback and suggestions to higher level personnel if a customer service issue cannot be resolved at the incumbent’s level. Assist in conducting primary research on complaints received.Collect, automate, and evaluate primary performance data, including conducting surveys for ongoing departmental studies; prepare and distribute statistical reports for review.Participate in cross-functional continuous quality improvement and corporate compliance teams; consult with related departments to coordinate seamless access to services.Attend departmental staff meetings; and perform other duties and/or projects as assigned. SECONDARY RESPONSIBILITIES:Secondary responsibilities are constructed and approved by health center leadership and are based on the needs of the health center.Secondary roles may be clinical or administrative.Roles will be determined according to qualifications and certifications of the individual.Examples include care coordination, phlebotomy, medical assistant, dental assistant.REQUIRED QUALIFICATIONS:Relevant work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience.Comfortable with computers, ability to learn to navigate the electronic health record.Familiarity with Microsoft Office suiteBilingual in Spanish or ArabicWorking knowledge of health care plansHigh school Diploma or equivalent PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT: Ability to sit or stand for extended periods of timeAbility to work for extended hours with a computer Ability to work flexible hours Ability to lift to 50 lbs. Ability to work in extreme temperaturesCORE COMPETENCIES:Effective Communication: Ability to clearly convey information to patients, families, and healthcare team members.Active Listening: Skills in listening attentively to patients’ concerns and providing appropriate responses.Empathy: Demonstrating compassion and understanding toward patients’ emotions and experiences.Team Collaboration: Working effectively with other healthcare professionals to coordinate patient care.Attention to Detail: Ensuring all aspects of patient care and documentation are precise and thorough.Data Entry: Proficiency in using electronic health records (EHR) systems and other healthcare software.Confidentiality: Adherence to patient confidentiality and privacy regulations.Patient Advocacy: Ability to advocate for patients' needs and preferences in their care.BENIFITS:Medical, Dental, Vision Flexible Spending Account (FSA)401(K)Vacation, Sick, and Personal daysPaid Parental LeaveLife and Disability InsuranceIMAN is an Equal Employment Opportunity ("EEO") Employer. Veterans and individuals with disabilities are encouraged to apply. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job