Patient Support Specialist

About the Role

The day-to-day activities of a Patient Support Specialist are varied and challenging, involving scheduling appointments, resolving billing inquiries, and maintaining patient records with utmost confidentiality and compliance with HIPAA regulations. The ideal candidate will be patient-centric, tech-savvy, and possess excellent communication and problem-solving skills. Experience in a healthcare setting, particularly in a call center or front office role, is highly valued, as is familiarity with insurance plans and benefits.

Geode Health prides itself on its commitment to innovation and excellence in mental health care. By joining this team, you become part of a forward-thinking organization that prioritizes the well-being of both its patients and employees. With a focus on professional development and a comprehensive benefits package, this role offers a unique opportunity for growth and stability in the healthcare industry.

What You Will Do

• Schedule appointments for new and established patients, taking into account patient insurance, schedule templates, and patient/provider preferences.
• Monitor and respond to multi-channel inbound patient requests, ensuring timely and accurate resolutions.
• Work with patients and insurance carriers to resolve billing inquiries and issues.
• Maintain individual and departmental performance metrics, including Average Handle Time, Service Level, Abandonment Rate, and Call Quality.
• Demonstrate flexibility in meeting the needs of internal and external customers, adapting to changes in workflows, work volume, and schedules.
• Participate in training and development opportunities to enhance knowledge and skills in patient support and healthcare operations.
• Contribute to the collective effort of the team, assisting in special projects and initiatives as needed.
• Ensure the confidentiality and security of patient information, adhering to all HIPAA guidelines and regulations.
• Collaborate with other departments to resolve patient concerns and improve overall patient satisfaction.

What We Are Looking For

• 2-4 years of experience in a healthcare environment, preferably in billing, front office administration, or a call center setting.
• Strong conflict resolution and problem-solving skills, with the ability to handle sensitive and confidential patient information.
• High School diploma or GED required; additional education in healthcare administration or a related field is a plus.
• Experience with insurance plans and benefits, including knowledge of billing processes and reimbursement.
• Excellent communication and interpersonal skills, with the ability to work effectively with patients, providers, and other stakeholders.
• Proficiency in digital tools and software used in healthcare administration, including electronic health records (EHRs) and practice management systems.
• Ability to work in a fast-paced environment, managing multiple priorities and meeting deadlines.
• Commitment to delivering exceptional patient care and support, with a patient-centric approach.

Nice to Have

• Experience in a behavioral health setting or with mental health services.
• Certification in healthcare administration or a related field, such as a Certified Medical Administrative Assistant (CMAA) or Certified Healthcare Administrative Assistant (CHAA).
• Bilingual or multilingual skills, to support diverse patient populations.
• Previous experience with telehealth services or virtual patient visits.

Benefits and Perks

• Competitive hourly rate of $20.50, with a 5% annual bonus.
• Flexible schedule, with the opportunity for professional growth and development.
• Comprehensive benefits package, including medical, dental, and vision insurance.
• Life insurance and short and long-term disability coverage.
• Paid vacation and holidays, recognizing the importance of work-life balance.
• Matching 401k plan, to support retirement savings and financial security.
• State-of-the-art technology and digital tools, to facilitate efficient and effective patient care.
• Opportunity to work with a leading provider of mental health services, making a difference in the lives of patients and families.

• Develop a strong understanding of healthcare operations, including billing, insurance, and patient scheduling, to excel in this role.
• Highlight your conflict resolution and problem-solving skills, as these are crucial in handling patient inquiries and concerns.
• Familiarize yourself with HIPAA guidelines and regulations to ensure confidentiality and security of patient information.
• Prepare examples of your experience in a healthcare setting, particularly in a call center or front office role, to demonstrate your capabilities.
• Research Geode Health and its mission to transform mental health, showing your passion for the industry and the company's goals.
• Be ready to discuss your approach to delivering exceptional patient care and support, and how you contribute to a positive and productive team environment.
• Consider obtaining certifications in healthcare administration to enhance your skills and marketability for this and future roles.