Patient Support Service Specialist (Ventura County)

### Description *Position at PRN Physical Therapy* **Title**: Patient Services Support Specialist **Location: Ventura County, CA** **Travel?** Yes, travel Required to Assigned Locations around the Ventura County area. The candidate would be responsible for clinics in their region. On a daily basis they my work at the clinic closest to their home, however, will be required to travel as needed for new hire onboarding and PTO/Sick time coverage. **Pay** **:** $24-25/hr Physical Rehabilitation Network (PRN) and its Family of Brands is seeking to recruit & hire a Patient Services Support Specialist. **About Us** PRN brings together some of the most trusted PT brands across the West and Central U.S. Whether in the clinic or behind the scenes, we’re all about personalized care, smart clinical insight, and making every patient feel supported from start to finish. **About the Role** As a Patient Services Support Specialist, you will play a vital role in creating a positive and welcoming experience for our patients. You will be responsible for greeting patients, visitors, and callers while ensuring the highest quality of customer service. This will include following communication scripts, scheduling appointments, and accurate data entry of patient demographics and insurance. You will be responsible for training new Patient Service Representatives (PSR) staff, as well as providing front desk coverage in your assigned region as needed. **Duties & Responsibilities** - Promote PRNs Core values: Quality Service, Integrity, Compassion, and Teamwork - Handle calls from patients, referral sources, and insurance carriers while providing the highest quality customer service - Register patients accurately and timely with pertinent information needed to facilitate preauthorization, eligibility, and benefits - Maintain complex schedules while ensuring that all patients are scheduled with the appropriate evaluation type and provider, as well scheduling all follow up appointments per the physician’s orders - Assist patients with any insurance-related questions, consult with assigned Regional Front Office Administrator (RFOA) or Patient Authorization Representative (PAR) for more difficult cases - Submit patient benefits requests timely to ensure they are completed prior to evaluation - Send patient electronic Welcome Letter prior to initial visit - Collect and scan identification and insurance cards along with all intake paperwork and referral from physician upon the first visit - Maintain general knowledge of insurance guidelines regarding eligibility for coverage and reimbursement (i.e. copay, deductible, coinsurance, etc.) and explain out of pocket expenses to patients - Verify appropriate authorization is in place prior to patient encounter - Accept and process patient payments - Facilitate faxing, emailing, or tasking pertinent documents/information as requested - Obtain clarification and signature on referral from physician when missing or unclear - Provide initial training for new PSR staff, as well as follow up training when required - Provide coverage for PSR scheduled time off - Monitor and support authorization process for clinics in assigned regions and provide coaching as needed - Monitor and support the over-the-counter collections in assigned region and provide coaching as needed - Collaborate with RFOA regarding PSR performance - Maintain strict confidentiality with patient information **Skills & Qualifications** - High school graduate or equivalent - 2+ years of experience in a medical office - Experience working with patient management software and systems - Raintree preferred - Exceptional phone manner - Ability to maintain composure in high pressure situations - Attention to detail and excellent data entry skills - Understanding of healthcare compliance, HIPAA regulations, and customer service best practices - Ability to exercise mature judgement and initiative in analyzing problems and recommending/implementing solutions - Knowle…