Patient Intake Specialist

At Signature Health, our purpose is to provide integrated healthcare for our community specializing in patients with mental illness and/or addiction because we want people to realize their highest potential. If you align with our core values, putting people first , striving for excellence in the work you do each day and have a can do mindset, then Signature Health is the best place for the next step in your rewarding career. As a full-time employee, you will have access to the following employer/employee paid benefits:

• Medical, Dental, Vision, 401k match, HealthJoy - a no cost medical and mental health online resource available Day 1, and much more
• Robust earned paid time off program (PTO)
• Federal Loan Forgiveness Program (available on eligible roles)
• Professional Development Support

SCOPE OF ROLE

Reporting to the Supervisor, Patient Financial Specialist, the Patient Intake Specialist supports a seamless patient access and financial clearance experience by completing accurate registration, verifying insurance coverage and benefits, assisting with scheduling, identifying financial assistance needs, and resolving intake-related barriers prior to service. The Patient Intake Specialist requires strong attention to detail, excellent customer service, and the ability to coordinate across Patient Services, Patient Financial Services, providers, and patients to ensure information is accurate, patients understand their financial responsibilities, and services are scheduled appropriately.

HOW YOU’LL SUCCEED _________________________________________________________________

• Create a friendly, courteous, and welcoming first impression for patients and families during phone, in-person, and electronic interactions, consistent with the patient experience expectations outlined for patient-facing roles.
• Accurately complete patient registration by obtaining and updating demographic, insurance, medical, financial, and required documentation in the EHR.
• Complete in-depth insurance verification and benefit eligibility reviews, including identifying correct insurance plans, accepted payers, filing order, hard stops in the EHR, and coverage limitations that may impact care or billing.
• Proactively assess patients prior to services to determine the need for financial clearance, financial assistance, balance review, or additional follow-ups.
• Educate patients on their financial responsibilities, including payments, co-insurance, co-pays, balances, self-pay fees, and available options to help resolve financial barriers.
• Assist patients with enrollment and education related to financial assistance programs, including grants, sliding scale, self-pay options, payment agreements, and other applicable programs.
• Demonstrate proficiency in scheduling services by assisting patients with appointments, coordinating scheduling needs, and helping ensure provider and clinician schedules are effectively managed.
• Conduct timely inbound and outbound outreach to patients by phone, email, or other electronic communication to resolve registration, insurance, scheduling, balance, or financial clearance needs.
• Review daily reports, workqueues, or assigned tasks to investigate issues, correct coverage or balance errors, and take timely action to support patient access and revenue cycle accuracy.
• Demonstrate efficiency, strong organization, attention to detail, and the ability to multi-task to ensure daily responsibilities are completed accurately and timely.
• Maintain patient confidentiality and protect patient privacy by adhering to HIPAA regulations and organizational expectations at all times.
• Demonstrate dependability, professionalism, patience, teamwork, and a willingness to assist colleagues, patients, and internal partners.
• Participate in assigned staff meetings, staff development programs, and ongoing workflow improvement efforts.
• Other duties as assigned.

Requirements

KNOWLEDGE & EXPERIENCE

• High School Diploma or equivalent required.
• 2-3 years of office, customer service, or related experience required. Medical office experience preferred.
• 1-2 years of experience working with payer sources, such as Medicare, Medicaid and Commercial insurances required.
• Previous experience in a primary care or behavioral health setting required.
• Experience working with an EHR system required; EPIC experience preferred.
• Demonstrated proficiency with Microsoft Office, Word, and Excel.

WORKING CONDITIONS

• Work is normally performed in a typical interior/office/clinical work environment.
• While hours of operation are generally standard, flexibility to work evenings and extended hours may be required.
• 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. Signature Health is a drug-free workplace. After receiving a conditional job offer, all applicants must successfully pass a pre-employment drug screen.