I) Job Purpose
This position reports to the Clinic Practice Manager of designated clinic, the Patient Service Associate provides administrative assistance for the Adult Behavioral Health (ABH) clinics. Activities include providing information and customer service to patients seeking services for behavioral health and facilitating patient and clinic relations.
II) Essential Functions
A) Offers excellent customer service at the front desk of a designated clinic.
i) Greets patients seeking services.
ii) Processes appropriate patient documentation.
iii) Answers questions of patients seeking services.
iv) Monitors activity in the designated clinic lobby.
v) Updates patients on the status of their appointments.
vi) Problem solves any difficulties with patients seeking services.
vii) Answers phone calls and transfers calls to appropriate staff and departments within the agency.
B) Provides triage and crisis intervention as needed.
i) Able to understand triage procedures.
ii) Able to intervene and de-escalate situations with patients and contact appropriate authorities.
C) Maintains clinic lobby.
i) Ensures patient educational material is stocked and readily available.
ii) Ensures lobby is clean and free from debris and hazards.
iii) Ensures patients’ needs are addressed while in the lobby area.
D) Assist with scheduling and checkout procedures:
i) Schedules provider appointments for follow-up.
ii) Accepts, scans, and/or routes patient documents.
iii) Check patient appointment face sheet to ensure patient has had all needs met
iv) Checks out patients from the clinic
E) Performance standards are performed as applicable with MHMR’s We CARE values “We Connect People in Our Community. We Provide Access to Services. We Link People to Resources. We Empower People.”
F) Perform other job duties or responsibilities as requested or assigned.
III) Knowledge of Laws, Regulations, Policies/Procedures, Skills, and Abilities
A) Applicable sections of Texas Administrative Code, Third Party Payer Requirements, MHMRTC Policies and Procedures, Mental Health Code, Medicaid Procedures, Compliance Plan, MHMRTC Employee Handbook, HIPPA, and applicable Federal standards.
B) Demonstrate skill in developing productive relationships with patients, service providers, and peers.
C) Ability to develop/help develop and organize training materials.
D) Ability to cope with and assist others in coping with frustration and flexibility in meeting organizational workload demands.
E) Ability to analyze facts and devise solutions to system problems.
F) Ability to work independently, organize work efficiently, and prioritize workload demands.
G) Excellent written and oral communication skills.
H) Ability to directly interact with patients.
IV) Internal & External Customer Service
A) This position requires extensive contact with patients, family members, significant others, agency staff, service providers, practitioners, and anyone else who may enter the lobby of our clinics or call the clinics. As such, this position requires exceptional written and verbal skills. This position is expected to respond to all phone calls and emails within one (1) business day, and to conduct themselves professionally in all interactions.
A) This position may require some travel between MHMR Tarrant clinics and other sites.
High School Diploma/GED
Valid driver’s license with an acceptable driving record.
Required Supervisory Experience
Pre-employment tests including drug and TB Screening, Physical Exam including balance and lift test.
Our total rewards program offers benefits* to full time employees beginning 1st of the month following hire date including but not limited to:
• Comprehensive healthcare options (Medical, Dental, and Vision)
• Life insurance and additional supplemental accident and hospitalization plans
• 401a match and 457 deferred compensation plans
• Paid vacation and holidays; varied flexible work environment locations
• Annual tuition reimbursement program
• Student Loan Forgiveness
• Professional development programs and training
• And more…..
• Full time employees begin 1st of the month following hire date
• Market driven positions (full time or part time) begin immediately after hire date
• Select part time market driven positions are eligible for most insurance plans
• Substitute status jobs are not eligible for benefits
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*MHMR of Tarrant County (“MHMR”) and its affiliates and subsidiaries have an internal recruiting department. MHMR may supplement that internal capability from time to time with assistance from temporary staffing agencies, placement services, and professional recruiters herein after referred to collectively as “Recruiters"). Recruiters are hereby specifically directed NOT to contact MHMR employees directly in an attempt to present candidates – MHMR recruiting team or other authorized MHMR personnel must present ALL candidates to hiring managers. For more information please visit our website www.mhmrtc.org