Patient Support Services Specialist

Administrative Support Role

Responsible for the general administrative support of all enrolled and/or prospective patients. Additionally, provide support to both clinical and administrative staff as needed to maintain patient-facing documents.

Required Qualifications:

• Requires a high school diploma or GED equivalent
• Minimum one (1) year prior experience in administrative role
• Demonstrated competency in the use of Microsoft Office and the ability to use various software programs
• Must be able to successfully pass a comprehensive criminal background check (Federal and state)
• Most possess proficient computer skills and ability to use various software programs
• Successfully complete comprehensive background check
• Ability to work evenings, nights, weekends & holidays as needed

Preferred Qualifications

• Associates or Bachelor's degree preferred
• Prior healthcare administrative experience
• Experience and literacy with Electronic Medical Records systems and medical practice software

Addendum A: Essential Job Functions and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

• Welcome patients and visitors by greeting in-person, over the phone, or via email; serve as first point of contact for THIRA Health
• Handle all initial inquiry emails and phone calls professionally, providing accurate information about our treatment facility and levels of care; provide resources to other providers when necessary
• Manage internal inquiry tracking spreadsheet to assist the Business Development team with data collection
• Conduct phone screens with inquiries prior to scheduling them for intake appointments; create patient charts for all scheduled inquiries

Intake Process

• Oversee and assist with all intake assessments for new patients
• Ensure all paperwork is complete, documented, and filled out correctly, answer any questions patients/supporters may have, obtain copies of identification and insurance documentation
• Manage, update, disperse and collect online paperwork via DocuSign

Record Keeping

• Oversee check-in processes for patients and family support groups; ensure all supporters have appropriate informed consent paperwork filled out, and update support group spreadsheet for staff reference and maintenance of HIPAA guidelines
• Maintain patient records by updating and scanning personal, treatment, and financial information
• Manage all incoming faxes and mailed records, ensuring that they reach the appropriate point(s) of contact: file records as necessary, obtain signatures on legal/medical documents and send accordingly
• Oversee all incoming and outgoing requests for patient releases of information; manage Release of Information tracking spreadsheet and follow-up with providers as necessary
• Assist with letters written for patients, parents, providers and send out to correspondents accordingly
• Assist with minor billing duties: collect payments, update insurance information when necessary

Addendum B: General Responsibilities & Expectations

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

• Support and maintain policies regarding professional ethics, including appropriate boundaries and client confidentiality; monitor documents according to company and HIPAA policies.
• Report any immediate safety hazards to appropriate supervisory personnel or maintenance personnel.
• Adhere to WA State Requirements for Mandated Reporting
• Demonstrate awareness and respect for diverse clients and staff
• Adheres to THIRA Health's compliance standards, Ethics and Code of Conduct Policy and Conflict of Interest Policy
• Attend and actively participate in all required THIRA meetings, trainings, and all other coverage, duties, and special projects as assigned
• Demonstrated ability to exercise discretion and judgement with sensitive and confidential matters, including PII, PHI, and HIPAA requirements
• Demonstrated ability to multi-task
• Demonstrated ability to work in a fast-paced environment with limited supervision
• Maintain focus on THIRA's core principles, priorities, and patient-centered culture
• Effectively communicate with all levels of staff, visitors, healthcare professionals, marketers, and the public in a professional, sensitive, and interpersonal manner

Work Environment

Work is performed primarily indoors. Lighting is artificial with some natural. Equipment used includes standard office equipment, i.e. computer, telephone, fax machine, copier, printer, and scanner. Physical demands include sitting, walking, standing, bending over, repetitive use of hands, and lifting up to 25lbs. Position requires close contact with all THIRA Health staff and mental health patients. Hours and days can vary within a Saturday through Friday week.