UBMD Primary Care is seeking a full-time Patient Support Specialist (PSS) at our busy multi-specialty outpatient clinic located at the Conventus Medical Office Building, 1001 Main Street, Buffalo.  The ideal schedule would be Monday through Friday 9 am to 5 pm with ability to work one (1) Thursday evening (12:30-8:30 pm) per month on rotation with the other staff. FREE PARKING!!

Responsibilities include answering incoming calls and appropriately handling/transferring.  Must answer calls in a professional and courteous manner at all times.  Will assist patients with questions they may have regarding their appointment, tests, etc.  Responsible for scheduling, rescheduling and cancelling patient appointments which includes, but is not limited to, retrieving and validating relevant insurance coverage.  Obtains hospital, emergency and urgent care records after scheduling follow-up appointments.  Responsible for handling all faxes and mail in a timely manner.

Pay range is $18-$18.50/hour.  Any offer of employment is contingent upon successful background check and drug screen.  AA/EOE

JOB DESCRIPTION                                                                                                                    

Job Summary:

The Patient Support Specialist (PSS) is responsible for handling and appropriately distributing incoming calls for outpatient clinics.  Responsible for answering all incoming calls in a professional and courteous manner at all times. 

• Assists patient with any questions they may have regarding their appointment, tests, etc.  Schedules annual physicals appropriately by verifying requirements of patient’s insurance.  
• Responsible for scheduling, rescheduling, cancelling all patient appointments for Conventus which includes, but is not limited to retrieving and validating relevant insurance coverage.  
• Sends patient portal invites to patients and explains portal benefits.  Responsible for maintaining task box daily and returning calls to patients in a timely manner.   
• Obtains hospital, emergency, and urgent care records after scheduling follow-up appointments. 
• Responsible for handling all faxes and mail in a timely manner.
• Obtains knowledge of doctors’ schedules for Conventus primary care and specialty outpatient clinics.
• Distributes calls to appropriate clinic(s) and/or handles independently.
• Ensures that all questions are addressed before transferring patients if unable to assist.
• Maintains all incoming worklists from providers when referring patients for new patient specialty appointments and/or testing. 
• Utilizes Cortex system as needed when a provider is urgently needed.
• Reviews and addresses daily tasks as assigned.
• Complies with all OSHA regulations.
• Adheres to HIPAA and confidentiality policies and procedures.
• Responsible for registering all new patients and retrieving relevant clinical data needed for the appointment.
• Responsible for taking non-clinical messages for providers at Conventus.
• Responsible for adding the primary care doctor and/or referring doctor to the new patient's appointment when registering with a specialty doctor.
• Reviews and addresses daily tasks as assigned.
• Complies with all OSHA regulations.
• Adheres to HIPAA and confidentiality policies and procedures.

Essential Functions:

JOB DESCRIPTION – PATIENT SUPPORT SPECIALIST                                      Page 2       

Other Functions:

• Assists scheduling coordinator with rescheduling patients as needed or requested.
• Performs filing cabinet referrals to schedule new patients from outside referral sources. 
• Delivers strong customer service to all callers. 
• Reviews company email on at least a daily basis in order to receive and address notifications and/or other pertinent information in a timely manner.
• May be required to travel to other UBMDIM location dependent on company need.
• Any other duties as requested or assigned by the Operations Manager and/or management representative.

Qualifications:

Education:                     High School diploma or GED, Associate’s degree preferred.

Experience:                    Two (2) to three (3) years’ experience working in medical reception and/or customer service, preferably in a clinic setting. Medical Assistant and/or clinical training/experience preferred.  Knowledge of various medical tests and services required.

Knowledge, Skills       

      & Abilities:               Medical terminology preferred.  Knowledge of various insurances and procedure codes helpful.  Excellent communication skills required.  Experience with scheduling software preferred.  Excellent multi-tasking and organizational skills required.  Ability to listen carefully and effectively.  Ability to remain calm and compassionate at all times.

Working/Environment Conditions:

• Position is in a well-lit, fast-paced, clean office environment. 
• Office noise level will be mild to moderate most times.
• Moderate/average indoor temperatures.
• Environment may have occupational health exposures/hazards.

Physical Requirements:

      The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disability to perform the essential functions.

• Prolonged periods of sitting or standing at a workstation in order to perform duties on a computer.
• While performing the duties of this job, the employee will be regularly required to sit, talk, hear and use hands and fingers to operate a computer and/or telephone keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Light to moderate lifting (up to 15 pounds) may be required.
• Regular, predictable attendance is required.
• Must possess the physical and mental abilities to perform the tasks normally associated with the essential job functions such as stationary, mobility, operating machinery, convey and exchange information.

Equipment:

• Manual dexterity to operate standard office machines/equipment such as computers, printers, multi-line phone, photocopier, fax system, scanner and/or calculator.

UBMD Primary Care is an equal employment opportunity (EEO) employer.  We are committed to the principles of equality in employment and opportunity for all employees without regard to race, color, citizenship status, national origin, ancestry, gender or expression whether or not such gender identity or expression differs from the employee’s physical sex as assigned at birth (including transgender status), sexual orientation, age, weight, religion, creed, physical or mental disability, predisposing genetic characteristics and information, marital status, familial status, domestic violence victim status, veteran status, military status, political affiliation or any other factor and/or status protected by law.  We expect all employees to adhere to these principles of equality which apply to all aspects of the employment relationship including hiring, job selection, job assignment, compensation, corrective action, termination, access to benefits and training and other privileges of employment.

UBMD Primary Care is a smoke-free and drug-free workplace in compliance with local, state and/or federal guidelines.

JOB CODE: PSS-CONV7.25