Bilingual Patient Access Specialist I

Howard Brown Health

Howard Brown Health is a nationally recognized leader in LGBTQ+ health and wellness. Our commitment to inclusive and affirming care has made us a cornerstone of the Chicago community. At Howard Brown, we believe in providing holistic, patient-centered care that empowers individuals and enriches lives.

Why Join Us?

• Be part of a mission-driven organization dedicated to health equity and social justice.
• Work in a supportive, inclusive, and culturally competent environment.
• Access to continuous learning opportunities and professional development.
• Comprehensive benefits package.
• Contribute to groundbreaking health initiatives and research.

Benefits

• Employer-sponsored health, dental, and vision insurance with two PPO plans and an HMO plan.
• Paid Time Off: 3-weeks paid vacation and 1-week of personal time, 12 accrued sick days per year, 10 paid holidays, including Juneteenth, PTO Exchange allows employees to turn unused PTO into liquid assets.
• 401k program with up to 5% employer match after 90 days.
• Employer-paid basic life insurance valued at one times the annual salary.
• Voluntary Life and AD&D, and Short-term and Long-term disability.
• Pre-tax commuter and parking benefit account.
• Flexible Spending Accounts for healthcare and dependent care.
• Tuition Reimbursement and Student Loan Forgiveness Programs; NHSC & PSLF.
• Employee Assistance Program with 5 employer-paid counseling sessions.
• 50% off at Brown Elephant Resale Shops and discounts at local businesses.

What You Can Expect

Under the direction of the Manager of Patient Services and the Supervisor, the Patient Access Specialist is responsible for answering incoming telephones for all of the Howard Brown offices, scheduling and confirming appointments, rescheduling appointments when needed, having an understanding of insurance plans and taking very detailed messages for staff members when required. Maintains and retains a customer service attitude at all times to ensure patient satisfaction.

Pay: $20.00/hour

How You Will Make an Impact

• Answers all incoming calls from clients; provides information and assistance; properly and politely navigates clients through the organization.
• Understands and displays great professional customer service.
• Uses de-escalation techniques to address the needs or callers that call in and may be escalated.
• Verifies and collects pertinent demographic and billing information.
• Documents and makes changes as appropriate to a patients demographic information.
• Routes calls to appropriate individuals or departments.
• Routinely checks the queue to monitor calls holding.
• Schedules appointments for medical; behavioral health and dental providers, which include scheduling nurse or phlebotomy appointments as appropriate as well as all other services that require scheduling.
• Follows protocols to properly triage calls to appropriate staff.
• Monitors schedules for errors or overbooking.
• Validates and corrects insurance information as required.
• Cross trains for special assignments and duties.
• Supports the mission statement to develop, enhance, and promote quality customer service through team effort.
• Exhibits flexibility, sensitivity, and respect, maintaining a working relationship with all team members.
• Other duties as assigned.

What You Will Bring to Howard Brown Health

• Minimum Qualification:
• High school diploma or GED
• One or more years' experience in Call Center/financial counseling setting
• 2 years of customer service experience
• Proficient use of computer software such as Epic, Excel and Word
• Experience working with Medicare, Medicaid, and other insurances
• CPT and ICD-9 coding desirable
• ADA SPECIFICATIONS
• Requires ability to speak audibly and listen actively.
• Requires ability to use computers, telephones and other office equipment.
• Requires ability to sit for extended periods of time.
• May require occasional bending and lifting up to 25 pounds.
• May require periodic travel.
• EQUAL OPPORTUNITY STATEMENT:

Decisions and criteria governing the employment relationship with all employees at Howard Brown are made in a non-discriminatory manner, without regard to race, color, creed, religion, national origin, sex, marital status, pregnancy, disability, sexual orientation, gender identity, veteran status, age, FMLA status, or any other factor determined to be unlawful by federal, state or local statutes.

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.