Patient Access Specialist II |Bilingual|

Howard Brown Health is a nationally recognized leader in LGBTQ+ health and wellness. Our commitment to inclusive and affirming care has made us a cornerstone of the Chicago community. At Howard Brown, we believe in providing holistic, patient-centered care that empowers individuals and enriches lives.

Why Join Us?
• Be part of a mission-driven organization dedicated to health equity and social justice.
• Work in a supportive, inclusive, and culturally competent environment.
• Access to continuous learning opportunities and professional development.
• Comprehensive benefits package.
• Contribute to groundbreaking health initiatives and research.

Benefits
• Employer-sponsored health, dental, and vision insurance with two PPO plans and an HMO plan.
• BCBS HMO, PPO, and PPO Select Plans
• BCBS Dental
• BCBS Vision
• Paid Time Off:
• 3-weeks paid vacation and 1-week of personal time
• 12 accrued sick days per year
• 10 paid holidays, including Juneteenth
• PTO Exchange allows employees to turn unused PTO into liquid assets
• 401k program with up to 5% employer match after +0 days
• Employer-paid basic life insurance valued at one times the annual salary
• Voluntary Life and AD&D, and Short-term and Long-term disability
• Pre-tax commuter and parking benefit account
• Flexible Spending Accounts for healthcare and dependent care
• Tuition Reimbursement and Student Loan Forgiveness Programs; NHSC & PSLF
• Employee Assistance Program with 5 employer-paid counseling sessions
• 50% off at Brown Elephant Resale Shops and discounts at local businesses

What you can expect:
Under the direction of the Manager of Patient Services and the Supervisor, the Patient Access Specialist 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.

How you will make an impact:
• 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 assigned

What you will bring to Howard Brown Health:

Minimum Qualifications:
• 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 Qualifications:
• One or more years’ experience in Call Center/financial counseling setting.
• Experience working with Medicare, Medicaid, and other insurances.
• CPT and ICD-+ coding desirable
• Proficient in speaking, reading and writing Spanish

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.

EQUAL OPPORTUNITY STATEMENT:

All employment decisions at Howard Brown are made without regard to any person’s race, color, sex, gender identity, gender identity, age, religion, disability, national origin, ancestry, ****** orientation, marital status, parental status, military discharge status or source of income.