Head of Client Support Services

Patient Services Supervisor
Under the supervision of the Director of Patient Services, Patient Services Supervisor is responsible for the provision of excellent customer service, patient registration & documentation, appointment scheduling, and patient flow, opening and closing the receptionist station daily, including Saturdays as required, TTY point person for scheduling appointments and sperm pick up as needed. Also responsible for the completion of daily cash and audit procedures.
Provides excellent customer service
Answer each phone call in a cheerful and professional manner
Provide clients with correct and accurate information regarding FCHC services and providers
Refer managed care inquiries to appropriate staff member
Be responsible for opening/closing office when the Patient Services Manager is absent
Be responsible for documenting patient complaints/concerns, investigating and resolving complaints/concerns
Accurately performs registration process for new and existing patients
Accurately register new patient demographic data in computer system
Obtain patient insurance data - completed and signed documentation (IIF) and copy of insurance card and accurately enter into the system
Insert patient data sheets in chart
Run POS slips, check POS information and take appropriate actions as outlined in the billing guidelines
Be encouraging and sensitive in informing all uninsured or underinsured patients that a meeting with the Financial Assistance Advisor is available to them
Ask each patient to fill out Core Data Forms
Make up Mental Health charts for new clients, as directed by Medical Social Workers and MH Triage
Make up Acupuncture Detox charts for new walk-in patients or as directed by an Acupuncture Detox counselor
If patient's primary doctor is someone other than an FCHC provider, inform him/her of the possible need for a referral or authorization and possible resulting financial obligation
Adheres to Patient Registration policies and procedures
Become familiar with and follow credit and collection policies and procedures as they pertain to patient services functions
Become familiar with and implement any new or changed procedures and policies
Provide support to staff, including answering questions, training staff on proper procedures, daily duties, etc.
Follow FCHC personnel policies and department procedures
Collect, audit and manage fee slips
Collect daily fee tickets from all collection points
Prepare money bags for shipment to Finance Department (this includes counting cash, credit card receipts and preparing reports)
Produce reports on completed and scanned fee tickets and send to Associate Director for Quality Improvement
Run duplicates of missing/ unscanned fee slips at the direction of the Coordinator for Quality Improvement
Accurately balance grids and cash drawers
Verify that all transactions recorded for the day equal the amount in the cash drawer
Report any discrepancies to Coordinator for Quality Improvement
Provide training and supervision to assigned staff following FCHC policies and procedures
Adhere to the best practices of successful staff supervision
Ensure that staff receive sufficient training regarding the full range of their responsibilities
Adheres to all agency and departmental policies and procedures
Participates in quality assessment and improvement activities as requested
Adheres to established safety policies, procedures and precautions; Serves on agency committees and in professional organizations when requested
~ High School Diploma or equivalent
Strong computer experience
Calm, flexible and understanding manner
Ability to work harmoniously and effectively with colleagues, patients, clients and vendors across the spectrum of diversity, including but not limited to race, ethnicity, color, gender identity, sexual orientation, age, socio-economic status, national origin and immigrant status, religious or spiritual identity, disability (physical, mental, emotional and developmental), veteran status, and/or limited English proficiency.
Willingness to contribute towards Fenway's efforts in becoming an anti-racist organization and promoting a culture dedicated to ongoing development in service of humility, equity, diversity, inclusion, and belonging, where differences are acknowledged and valued.
Bachelor's Degree
Successful customer service background
Bilingual Spanish/English
Experience with Medical Manager and/or Logician.