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Howard Brown Health: Bilingual Patient Access Specialists Ii

Howard Brown Health

This is a Full-time position in Chicago, IL posted February 9, 2021.

Description ABOUT HOWARD BROWN HEALTHAt Howard Brown Health, we cultivate a passionate, innovative and empowered workforce committed to furthering our mission to eliminate health disparities and improve the lives of LGBTQ people.

At Howard Brown we are deeply committed to diversity, racial equity, and LGBTQ liberation, recognizing that when our workforce represents the communities we serve, we enhance our own experiences and the quality of our services.

We support this environment by: Hiring and mentoring a diverse workforce that reflects communities we serve Fostering the leadership of staff at all levels of the organization Creating a learning organizational culture with strong systems to support individuals success Celebrating the intersections of our diverse identities.

WHAT WE OFFER: Competitive compensation Generous paid time off including three weeks paid vacation per year Comprehensive medical insurance Blue Cross Blue Shield PPO and HMO Vision and dental insurance 401(k) with employer match of up to 5%, vested after 90-days Flexible spending account (medical and dependent care) Pre-tax transit/parking benefit (no employer match) Employer-paid life insurance Employer-paid short-term and long-term disability insurance Employee Assistance Program 50% discount at Brown Elephant stores and numerous discounts with cellular providers and local businesses POSITION SUMMARY:Under direction of the Manager of Patient Access, the Bilingual Patient Access Specialists 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.

PRINCIPAL DUTIES AND RESPONSIBILITIES: 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 assignedQualifications QUALIFICATIONS, SKILLS AND ABILITIES:Required: Fluent in Spanish – Must pass a test Is dependable, accountable and timely Confidentiality is a must High school degree or GED required.

Proficient use of computer applications such as GE Centricity, Excel and Word.

Must possess strong communication and demonstrate an ability to work effectively with diverse populations.

1 years with HBH Patient Access Center or external call center or patient access center Successful completion of telephonic customer service training Successful completion of de-escalation training Proficiency in all call center representative competencies Successful completion of insurance training Preferred: One or more years’ experience in Call Center/financial counseling setting.

Experience working with Medicare, Medicaid, and other insurances.

CPT and ICD-9 coding desirable WORKING CONDITIONS: Works under minimal direction.

Primary work setting is an indoor office/healthcare environment.

Physical ability to effectively communicate with others, verbally and written; perform basic computer operations and other office functions, whether aided or unaided.

Potential irregular hours, occasional late or weekend meetings/events.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

While performing the duties of this job, the employee is regularly required to talk and hear.

The employee frequently is required to stand; walk, use hands to finger, handle or feel; and reach with hands and arms.

This position requires the ability to lift office products and supplies, up to 20 pounds.

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