Behavioral Health Patient Support Specialist (Remote)

The Behavioral Health (BH) Patient Support Specialist reports to Behavioral Health Support Services Coordinator or in lieu the VP of Operations-Behavioral Health and is a member of the Behavioral Health team. This role is responsible for delivering consistent, high-quality customer service to both internal team members and patients. The BH Patient Support Specialist plays a critical role in supporting patient access and ongoing care coordination. This includes managing inbound and outbound patient communications, scheduling follow-up appointments, assisting with online check-in, updating and verifying patient insurance information, reviewing and collecting patient balances, coordinating with the billing team for escalation when necessary, and otherwise supporting patients in accessing virtual visits for behavioral health as needed. The BH Patient Support Specialist will listen to patient needs and take appropriate action, including documenting patient encounters, coordinating with providers regarding patient concerns, communicating with the Behavioral Health nursing team for medication or clinical referral requests, and coordinating records requests with both our internal BH records specialists and general medical records department. This role requires strong attention to detail, efficiency, and a commitment to providing a positive patient experience. The Patient Support Specialist will demonstrate proficiency in data entry, scheduling, and insurance processes while maintaining strict confidentiality and compliance with company standards. It is essential that they demonstrate efforts to maintain and improve job-specific competencies and perform other duties as assigned.

Essential Functions:

1. Promote the five principles of Fast Pace: Communication, Teamwork, Empowerment, Quality of Care, and Friendliness
2. Answer and coordinate inbound and outbound patient communications
3. Triage patient needs and escalates appropriately
4. Accurately document telephone encounters in the EHR system
5. Schedule, reschedule and confirm intake and follow-up appointments
6. Assist patients with online check-in and access to virtual visits
7. Verify insurance eligibility and update patient information
8. Collect co-pays or applicable fees for services
9. Review and collect outstanding patient balances and coordinate with the billing team for escalation when necessary.
10. Maintain accurate and up-to-date patient records
11. Obtain, upload, and manage required documentation within the EHR
12. Register new patients and update demographic information
13. Respond appropriately and professionally to escalated or dissatisfied patients
14. Review schedules to ensure accuracy and support appointment utilization
15. Coordinate with providers, nursing, and pharmacy regarding patient care needs
16. Coordinate with Behavioral Health and company-wide records teams for patient requests
17. Make reminder calls and/or texts and follow up with patients regarding appointments
18. Complete all required compliance training and adhere to company policies
19. Maintain professional and respectful relationships with patients, team members, and external partners
20. Support a positive, team-oriented work environment
21. Maintain confidentiality and comply with all regulatory and company standards

Non-Essential Functions:

1. Perform other duties as assigned by management.