Patient Services Representative 2

Patient Services Representative 2 3128

TITLE:

Patient Services Representative

SUPERVISES:

None


CLASS:

Non-Exempt


SHIFT:

Full Time


PROGRAM:

Citra Facility

SUPERVISOR:

Director of Clinical Services

Update:

July, 2025

POSITION DESCRIPTION

The following statements describe the principal functions of this job and its scope of responsibility but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including working in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload. Duties are subject to change at the discretion of Phoenix House.


JOB DUTIES AND RESPONSIBILITIES

• Provide administrative support to the Program Director and clinical staff.
• Meet with adult patients and guardians of adolescent patients to review their benefits and make fee agreements.
• Ensure that all government documentation is collected and uploaded to patient's electronic health record in Welligent timely (no later than EOD on date of assessment).
• Contact insurance companies to verify eligibility and obtain initial authorizations for coverage, including Medicaid coverage.
• Record coverage details in Welligent.
• Assist patients with enrollment and admission forms.
• Collect fees and copayments from patients or guardians at the time of services.
• Communicate as needed with other staff regarding patient benefits.
• Maintain organized filing systems and reception area.
• Enroll patients in Phoenix House system of care.
• Provide excellent customer service to patients and others who call or visit the facility.
• Schedule initial and recurring client appointments.
• Master Welligent EMR for scheduling and other administrative tasks as directed.
• Use good judgment in assisting callers and visitors.
• Answer and forward incoming calls and document, via email, clear and complete messages for unavailable staff.
• Receive mail and deliveries.
• Generate and analyze reports for front end operation daily/weekly.
• Proactively address possible scheduling conflicts.
• Attend staff meetings and required trainings.
• Assist in lab coverage, performing UAs, as needed.
• Perform other duties as assigned.
• Demonstrate proficiency in Phoenix House's electronic health record system (Welligent) sufficient to fulfill the duties required by this position

Required Key Performance Indicators (KPI):

• 85% of all appointments that are cancelled withing 48 hours will be backfilled.
• 99% of copays will be collected at the time of service.
• Intake paperwork will be processed same day of service.
• Dropped call rate will be less than 2%.
• All calls are answered by the 3rd ring.
• Will have 99% accuracy in E.H.R on entering information.
• 100% of required trainings will be completed within specified time frames.
• All client financial and demographic information will be refreshed at each visit.
• 100% of all confirmation calls will be completed prior to 48 hours of service.

Required Knowledge, Skills, and Abilities:

To perform this position successfully, you must be able to perform each essential duty and responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Typing accuracy
• Proficiency in Welligent for tasks assigned
• Make accurate arithmetic computations
• Prepare and maintain complex records and reports
• Establish and maintain effective working relationships with employees, other agencies, and the public
• Follow written and verbal instruction
• Communicate effectively verbally and in writing
• Be well-organized with strong time-management skills
• Knowledge of filing methods
• Knowledge of business English, spelling, and arithmetic
• Knowledge of office practices and procedures
• Working knowledge and skill in word processing, spreadsheets, and other computer applications
• Rules and procedures of assigned department
• Knowledge of general administrative office procedures
• Computer literate with sound experience of Microsoft Windows, Word, Excel, Access, and internet capabilities

REQUIRED EDUCATION AND EXPERIENCE:

• GED or high school diploma required.
• Minimum of one-year previous customer service/administrative office experience.
• Experience in substance use, and/or mental health settings preferred.

LICENSES/CERTIFICATIONS/CEUs:

None

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties and responsibilities of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.


REGULARLY REQUIRED: to sit, use arms/hands to reach, manipulate, handle, or feel objects, tools, or controls; written and verbal communication, ability to hear.

OCCASIONALLY REQUIRED: to stand, walk, stoop, kneel or crouch and lift and/or move up to 10 pounds.


WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential duties and responsibilities of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

• A typical office environment, with minimal exposure to excessive noise or adverse environmental issues.
• Business travel may be required.
• Exposure to clients infected with Hepatitis B, HIV, TB, or other Infectious Diseases is possible.

SPECIAL SCHEDULING NEEDS

None