Patient Support Specialist

About Casa Esperanza

Casa Esperanza, Inc. is a bilingual / bicultural behavioral health treatment provider serving Boston and the Merrimack Valley. Our mission is to empower individuals and families to recover from addiction, trauma, mental illness, and other chronic medical conditions; overcome homelessness and discrimination; and achieve health and wellness through comprehensive, integrated care.

About the role

The Patient Support Specialist role is a multi-tasking position that consists of all front-end functions for Familias Unidas Outpatient Programs (FUOP). The Patient Support Specialist will work closely with the Directors at the Outpatient clinic, the Residential Directors, and external providers to secure best practice services. The Patient Support Specialist will be responsible for maintaining confidentiality and privacy, consistent with HIPAA guidelines, highest quality of customer service, managing telephone, scheduling patient appointments, checking patients in, verifying insurance eligibility, closing procedures, waiting area security, meeting room reservations, meeting with patients to support / complete intake process, and other practice management clerical tasks.

Following Casa Esperanza’s integrated care model, the Patient Support Specialist will communicate admissions information to the Practice Management Department. All documentation will be stored in Evolv, our Electronic Health Record and billing database. This position will report directly to the Patient Access Manager.

What you'll do

Customer Service

• Provide a friendly, welcoming and caring greeting face and attitude to all patients arriving for visits.
• Communicate with patients and staff using multiple advanced communication tools, including phone calls, emails, alerts in the electronic health record, and mail.
• Answer and resolve patient inquiries in a professional, empathetic, and patient-centered way through the use of effective listening, written, and verbal communication skills.
• Utilize established Practice guidelines to ensure patients' issues are addressed in a timely manner and, when necessary, transfer the call to the appropriate person at FUOP or Casa Esperanza for additional consultation.
• Place reminder calls to outpatient patients to ensure participation in all scheduled services and document contact in the electronic health record.
• Email key staff at residential programs to ensure participation in all scheduled services.
• Contact patients who have missed their appointments for rescheduling and document contact in the electronic health record.
• Provide outstanding customer service to external and internal customers over the phone and in person.
• Escalate appropriately any issues that fall outside of an existing protocol or process to meet the needs of the patient.

Intake Responsibilities :

Administrative

Productivity, Workflow, Quality & Safety

Other Duties

Qualifications

Education / Training required :

Schedule

What we offer :

Casa Esperanza Benefits Package :

Physical & Mental Requirements

While performing the duties of this job, the employee is regularly required to walk, stoop, kneel, crouch, or crawl and talk or hear. The employee must occasionally lift and / or move up to 20 pounds. Specific vision abilities required by this job include distance vision, peripheral vision, and depth perception.

At Casa Esperanza, Inc., the health and safety of our people is our number one priority. That’s why all offers of employment are contingent on the candidate showing proof of being fully vaccinated against COVID-19 (currently one dose of the Johnson & Johnson vaccine or two doses of the Pfizer or Moderna vaccine and boosted, when eligible) to pass the pre-employment requirements. Individuals with medical issues or religious beliefs that prevent them from getting the vaccine may request an exemption from the vaccine requirement.

Casa Esperanza’s EEO Statement

Casa Esperanza, Inc. values its diverse workplace and encourages women, people of color, LGBTQIA+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply.

We recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. Casa Esperanza, Inc. also has a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, sex, gender, age, religion or religious creed, national origin, ancestry, citizenship, marital status, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law.  All employees, interns, volunteers, and contractors of Casa Esperanza, Inc. are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.

Casa Esperanza, Inc. also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws. If you need to inquire about an accommodation or need assistance with completing the application process, please email  hr@casaesperanza.org .

The pay range for this role is :

43,000 - 45,000 USD per year(Familias Unidas Outpatient Program)

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