Patient Support Associate at Fora Health Inc – Portland, Oregon

Schedule:

9:30am-6:00pm Monday through Friday

POSITION SUMMARY

The role of the Patient Support Associate (PSA) is to provide high level customer service, reception and clerical support to patients and staff. This facility houses residential and outpatient admissions and services, withdrawal management services and administrative operations. The patient support associate (PSA) is the initial face of Fora Health Treatment and Recovery and they’re responsible for creating a welcoming atmosphere for the public. The patient support associate (PSA) interfaces with all agency systems to fulfill these functions and provides operational support.

ESSENTIAL JOB FUNCTIONS

The following areas of focus, and their associated tasks, should be accomplished in a context of support to the outpatient, residential, admissions, mental health, family therapy, medical, withdrawal management, and all other departments. The support takes the form of teamwork and communication with these departments.

• Greets patients and all other visitors directly, routes visitors to correct location, checks patients in for appointments, notifies other department of patient arrival
• Controls visitor passes, confidentiality procedures and, when appropriate, serves as the gatekeeper to limit access to the building, patients or staff.
• Answers phones, returns calls, schedules appointments, takes messages when necessary, sends faxes, and completes copying assignments.
• Collects payments for services.
• Monitors lobby and lobby restrooms to ensure safety and tidyness for patients, visitors and staff.
• Supports intake process for outpatient and residential services by confirming the nature of the intake, explaining intake process, and working cooperatively with the patient intake team and admissions team to complete enrollment with patients.
• Supports intake process for withdrawal management services by communicating with medical department regarding bed availability, collecting patient information, and facilitating warm handoffs to medical team.
• Scans copies of patients identification and insurance card if private insurance, saves these to electronic health record.
• Prepares paperwork in EHR and assists patients in completing necessary documentation prior to enrolling in services
• Communicates with other department regarding appointments and patient needs and.
• Assists patients with collection of urine drug screens as needed, depending on capacity.
• Preforms opening and closing duties such as unlocking and locking lobby doors, tidying lobby, and checking bathrooms.
• Receives packages and informs package recipients of arrival, securing and logging packages until they are retreived.
• Stays informed of program changes in order to answer questions from potential patients and their support people.
• Responds to inquiries and questions from the Fora Health website via email.
• Cross trains on patient intake coordinator tasks to provide support when needed
• Makes sure forms are current, legible and in full supply at front desk.

SUPERVISORY FUNCTIONS

• This position has no supervisory duties.

ADDITIONAL JOB RESPONSIBILITIES

• Special projects and other duties as assigned

QUALIFICATIONS

EDUCATION AND EXPERIENCE REQUIRED

• High school diploma or equivalent required, bachelor’s degree preferred.
• Two years of customer service experience including heavy contact with the public required.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

• Knowledge of customer service principles and practices.
• Proficient in relevant computer applications- MS Office.
• Excellent data entry and typing skills.
• Experience working with social services, behavioral health and substance use disorder population a plus.
• Spanish language proficiency preferred.

OTHER REQUIREMENTS

• For employees with a history of substance use disorder, Fora Health’s policy requires certification of a minimum of two years of sobriety for this position.
• Ability to pass a pre-employment or for cause drug tests.
• Position will require some amount of regular connection to work via cell phone to answer questions and respond to internal and external contacts.

WORKING CONDITIONS

• This position generally works in an indoor office environment with infrequent travel between sites or to special events.
• Position requires some overtime, including evening and weekend work. Adjustment of work schedule may be required.