Patient Support Specialist3001 - Patient Access (hourly)Boston, MA - Casa Esperanza, Inc. (Boston) : Job Details

Patient Support Specialist3001 - Patient Access (hourly) - Boston, MA. Casa Esperanza, Inc. (Boston) is seeking a front-desk focused role in a bilingual/bicultural behavioral health setting. This role supports front-end functions for Familias Unidas Outpatient Programs (FUOP) and partners with the Patient Access Team to support major workflows while maintaining confidentiality per HIPAA guidelines.

About 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.

• Customer Service: Provide a friendly, welcoming greeting; communicate with patients and staff using multiple tools; answer and resolve inquiries empathetically; transfer calls as needed; place reminder calls and document in the electronic health record; escalate issues when outside of existing protocols.
• Intake: Coordinate new intake visits, meet with patients to complete clinical intake documents, ensure all documents are signed and saved in the EHR, conduct BSAS enrollments as needed, and coordinate warm introductions with staff.
• Administrative: Manage room scheduling, enter/sweep referral and demographic data in the EHR, create/update benefit assignments, schedule and check-in patients for services across programs, provide general administrative support for projects and events, and prepare daily/weekly reports. Maintain lobby and classroom materials, and arrange initial prior authorizations as needed.
• Productivity, Workflow, Quality & Safety: Complete staff logs, monitor lobby security, greet and direct visitors, ensure safety and security of patients, and perform closing procedures; implement building safety requirements including fire drills.
• Other Duties: Maintain confidentiality, identify process improvements, participate in trainings, assist in training new personnel, attend staff meetings, and perform other job-related duties as assigned.

• Experience at a front desk area; strong interpersonal and communication skills; highly organized, dependable, and proficient with computers.
• Strong verbal/written and data entry skills; ability to work independently and as part of a team; English/Spanish bilingual.
• Ability to communicate with patients, vendors, and external providers professionally; multitask and maintain composure; understand ethical boundaries; experience with practice management systems; experience with insurance verifications, benefit assignments and prior authorizations; de-escalation skills; knowledge of revenue cycle process; ability to meet physical and training requirements.

• High School Diploma or GED; knowledge of addiction recovery process or willingness to acquire within six months; CPR certification required or to be obtained within 30 days of employment.

Must have availability to work Monday-Friday between 8am-8pm, and 4 hours every other Saturday.

• Casa Esperanza Benefits Package: Compensation: $19.00 - 20.00/hr
• Holiday Pay, Paid Time Off (PTO), Sick Pay, Disability, Life Insurance, Health Insurance (Medical, Dental, Vision), HRA, FSA/DCA, EAP, Educational Opportunities, Tuition Remission, Employee Discounts, Career Advancement Opportunities, Increased Salary for Credentials, and more.

This position may require walking, standing, lifting up to 20 pounds, and specific vision requirements. Vaccine requirement: proof of full vaccination against COVID-19 is required, with exemptions available for medical or religious reasons.

Casa Esperanza, Inc. values a diverse workplace and encourages applicants from women, people of color, LGBTQIA+, people with disabilities, minority groups, foreign-born residents, older adults, and others to apply. We recruit and hire based on job-related qualifications and abilities and maintain a work environment free from discrimination and harassment. We provide reasonable accommodations for qualified individuals with disabilities or based on sincerely held religious beliefs; contact [email protected] for accommodation inquiries.