Patient Services Rep-Telehealth at Signature Health, Inc. in Mentor, Ohio

Job Description:

Patient Services Representative-Telehealth

**This role will require 3 months of on-site training at our Painesville location, the willingness to come on-site to our Mentor or Painesville location when needed, and the availability to work evenings.**

Are you looking for an organization where you can make a positive impact in people's lives? Our mission at Signature Health is to make behavioral health, primary care, infectious disease, case management services and more accessible to vulnerable patient populations of all ages across Northeast Ohio. As a non-profit community health center, our team of 800+ colleagues help individuals and families overcome mental health issues, recover from addiction, and improve their physical health.

If you share in our mission and are looking for an inclusive, compassionate and patient-focused agency, then Signature Health is the place for you!

In addition to a rewarding career, you will have access to the following benefits:

• Highly attractive compensation package


• Employer shared medical benefits, dental and vision


• 401(k) with company match


• Tuition & Professional Development Assistance


• Generous paid time away from work (PTO)


• Federal Loan Forgiveness Program (available on eligible on roles)


• And much more!

Read below how you will contribute to putting good health within reach of all our community members and apply today! 

SCOPE OF ROLE

Reporting to the Office Manager of the location that you serve, The Patient Services Representative-Telehealth (PSRT) is the first point of contact between the patient and clinical staff. The PSRT plays a vital role in exceeding the expectations of the patient and their experience at the start of the patient’s telehealth visit. You will be successful in your role by creating an outstanding customer service experience while assisting the patient and the provider in the virtual check-in process, or scheduling future appointments.

HOW YOU’LL SUCCEED:

• Demonstrate a friendly, courteous, and welcoming the first impression to telehealth patients via the phone, email, or MyChart.


• Navigate efficiently through the virtual platform, while assisting multiple providers and multiple patients, to ensure the patient is checked in timely and roomed virtually at the start of their appointment.


• Assist in maintaining Electronic Health Records (EHR) according to medical record standards, regulations, and Signature Health Policies and Procedures.


• Perform verification of all patient demographic information, to include sensitive topics with our patients.


• Capture and/or verify all of the patient benefit and insurance information via our EHR platform.


• Confirm the patient’s Consent to Care and HIPPA forms are on file and up to date.


• Collect any electronic payment due by the patient for the visit as indicated by our Financial Services Team.


• Ensure efficient and timely warm handoff and transition of the patient to the provider.


• Coordinate patient appointment processing from the beginning to the end of the appointment.


• Provide patient outreach to re-engage in care as needed.


• Provide overall support for the Office Manager, providers, and overall office operations as needed.


• Collect and maintain all electronic patient, financial and medical documents electronically in the EHR platform while maintaining patient confidentiality for recordkeeping.


• Perform general administrative, clerical, and reporting duties as needed.


• Document all interactions with patients in accordance with CARF and Signature Health Policies


• Comply with all agency policies and procedures.


• Maintain all aspects of HIPAA, promoting patient confidentiality and right to privacy.


• May be required to perform telehealth services as determined by Signature Health.


• Adherence and completion of compliance training provided by Signature Health.


• Responsible for and completes all productivity/documentation requirements.


• Participate in all assigned staff meetings and staff development programs.


• Demonstrate appropriate attendance and punctuality in adherence with Signature Health policies.


• Other duties as assigned. 

KNOWLEDGE & EXPERIENCE:

• High School Diploma or equivalent required.


• 1+ year of medical office and/or health care experience required.


• Strong computer skills with proficiency in Microsoft Office applications.


• EPIC experience preferred.


• Medical terminology preferred.


• Experience working with payor sources, such as Medicare, Medicaid and commerical insurance preferred.

WORKING CONDITIONS:

• Work is normally performed remotely once fully trained onsite. You may be asked to come to the location for training or meetings.


• While hours of operation are generally standard, flexibility to work evenings and extended hours may be required.


• Continuous patient appointments, for multiple providers.


• Requires periods of sitting, standing, telephone, and computer work. 


• Hearing: adequate to hear clients or patients in person, over the telephone or through telehealth technology.


• Speaking: adequate to speak to clients or patients in person, over the telephone or through telehealth technology.


• Vision: Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.


• Physical effort required: occasional lifting and carrying items weighing up to 15 pounds, unassisted.


• Possible exposure to blood borne pathogens while performing job duties.


• Frequent bending, reaching, and repetitive hand movements, standing, walking, squatting and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular workday.


• Sufficient dexterity to operate a PC and other office equipment.

This Success Profile is not an exhaustive list of all functions or requirements that you may be required to perform; you may be required to perform other job-related assignments as requested by your supervisor or the company. You must be able to perform the essential functions of the position satisfactorily; however, if requested, reasonable accommodations may be made to enable you to perform the essential functions of this job, absent undue hardship. Signature Health may revise this Success Profile at any time, with or without advanced notice. 

All employees of Signature Health are required to comply with the Signature Health Annual Influenza Vaccination Policy. This policy requires employees to obtain an annual flu vaccination. A medical and/or religious exemption may be submitted for review by the Signature Health Review Committee. Exemption requests are not guaranteed to be approved.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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