Patient Services Associate, Required Bilingual Mandarin/Call-Center - Brooklyn

Patient Services Associate, Required Bilingual Mandarin/Call-Center - Brooklyn

Administrative/Office Support

Brooklyn, NY Full-Time/Regular

Family Health Centers at NYU Langone, a designated Level 3 Medical Home, is the largest federally qualified health center network in New York State, and the second largest in the nation. It includes eight primary care sites, 40 school-based health centers and dental clinics, four day care centers, the nation's largest dental residency program, and New York State's largest behavioral health program. The network also includes 12 community medicine sites providing care to disenfranchised New Yorkers, comprehensive HIV services, chemical dependency programs, and a family support center that offers educational, vocational, and other social support programs. At NYU Langone Health, equity and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace inclusion and individual skills, ideas, and knowledge.

Position Summary: We have an exciting opportunity to join our team as a Patient Services Associate, Required Bilingual Mandarin/Call-Center - Brooklyn. In this role, the successful candidate performs diversified clerical functions in Registration/Information, Appointments, Patient Care modules and other general areas such as Cashiering and Medical Records. Duties may vary depending upon the needs of the work site. They maintain the security and confidentiality of patient information at all times.

Job Responsibilities:

• Greets all patients, family or other related individuals while maintaining excellent customer service and professionalism at all times
• Scheduling functions in accordance with the Scheduling policies including, but not limited to:
• Schedules appointments, including virtual visits, and procedures that do not require/or have already been pre-authorized.
• Monitors the daily schedule.
• Refers all inquiries regarding pre-authorizations/certifications to the Senior Patient Service Associate.
• Registration functions in accordance with Registration polices including, but not limited to:
• Responsible for patient check-in and check-out.
• Translation needs & documentation.
• Gathers all patient demographic related data and materials from patients and/or their representatives.
• Verification of Primary Care Provider.
• Verification of Site Indicator.
• Obtains insurance information (ID card, member/group #s, etc.), verifies insurance eligibility electronically, takes their picture and asks them to use Patient Secure.
• On subsequent visits, asks them to verify demographic info and makes any necessary edits.
• Web enable all eligible patients for the patient portal.
• Ensure patients review and sign electronic patient related documents including consent, financial agreement, HIPAA, HIE, etc.
• Follow up with patients and/or their representatives, physician offices, etc. to gather missing data and materials in order to complete the intake process, or refers to more senior level staff.
• Scans all necessary documents (insurance cards, lab requisitions, faxed reports, etc) into the intake EMR system.
• Check Out functions in accordance with discharge polices including, but not limited to:
• Create follow up appointments or manual recall in accordance with the providers instructions
• Create appointment for specialty services (including radiology) and ensure referrals are in place.
• Print all necessary documents for patients to take home
• After Visit Summary (AVS)
• Referrals
• Lab/Radiology forms
• Distribute Metro Cards when appropriate and reconciles with their supervisor as requested.
• Financial functions in accordance with Financial polices including, but not limited to:
• Insurance eligibility verification at every visit
• Collect Co-pays, Deductibles, Self-Pay fees according to self-pay rates when applicable
• Determine eligibility for Uninsured patients for other financial programs and assist with application completion
• Performs Cashiering tasks as assigned

• Telephone functions in accordance with telephone polices including, but not limited to:
• Answer phones timely in a pleasant and professional manner including identifying the facilitys name and PSAs first name.
• Identify the nature of the call and act appropriately.
• Take messages as necessary.
• Directs caller to appropriate person or area.
• Perform outreach phone calls for:
• Confirmation calls for upcoming appointments
• Ambulatory Referrals
• Recalls for follow up care and healthcare metrics
• Discharge follow up for patients seen in the hospital
• Failed Appointments
• Works in conjunction with the healthcare team, participating in site improvement efforts and accepting coverage assignments. Maintains cooperative and professional relationships with providers, nurses and office and clinical staff. Understands integral role as part of a healthcare team and is an active participant regarding patient workflow and barriers to care and safety concerns.
• Monitor patient/referral work queues and incoming patient portal scheduling messages daily.
• Reports problems or concerns such as patient complaints, process workflows/conflicts, need for further skill training and/or other work related matters to their supervisor.
• Provides translation communication as needed to facilitate the patient and provider interaction.

Minimum Qualifications: To qualify you must have a HS Diploma Required 2+ years relevant experience. Strong customer service and communication skills. Proficient in MS Excel, Word, and Outlook. Familiarity or prior experience with office setting Prior customer service experience Must be articulate with good interpersonal skills. Must have knowledge of computer keyboard able to type a minimum of 20 words per minute. Must be able to accurately enter data Willingness to devote the time required completing assigned tasks on schedule.

Preferred Qualifications: Patient Relations experience

Qualified candidates must be able to effectively communicate with all levels of the organization. Family Health Centers at NYU Langone provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents. At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family. Family Health Centers at NYU Langone is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. We require applications to be completed online.

NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $50,936.42 - $50,936.42 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.