In support of the mission, vision and values of Kennedy Krieger Institute, the Patient Services Specialist I (Bilingual – Spanish) will accurately complete patient registration, check-in, and check-out. The incumbent is responsible for diversified administrative duties and front-end clinical operations activities which will include greeting patients and families; collecting patient information; and completing cashiering functions. This position will interact with patients, families, clinicians, and administrative staff in a courteous and professional manner with an emphasis on adhering to high standards of customer service. This position requires the incumbent to be bilingual in English and Spanish with a proficiency level that meets the Institutes minimum standards.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

1. Greet clients and visitors, and alert clinical staff of client’s arrival.

2. Accurately complete the patient registration/check-in and check-out process by obtaining required client information, such as new and/or updates to expired consents and financial documentation.

3. Perform regular audits and monitor existing documentation and clinic daily appointment report (DAR).

4. Promptly answer phones, appropriately direct calls, take and deliver accurate messages, answer questions, and provide accurate and timely follow-up as needed. Provide incoming callers with directions and Care Center information regarding scheduled appointments when appropriate.

5. Accurately schedule follow-up appointments

6. Obtain security personnel and Professional Crisis Management (PCM) team in times of crisis for client safety as needed.

7. Collect co-pays, provide receipts, and provide timely accounting for all collected cash and payments. Identify discrepancies and immediately work with the supervisor to resolve issues.

8. Access the scheduling system as necessary to assist and redirect new and returning patients and families to the appropriate area, department, clinic, or provider.

9. Maintain a general and updated understanding of insurance requirements as they relate to the Care Center.

10. Respond to patient families, providers, and other staff in a timely and professional manner based on the established department policies and procedures. Seek supervisory assistance when working to resolve outstanding issues, as necessary.

11. Regularly monitor and update patient information for various EPIC Work Ques.

12. Collect, track, and process quality improvement and patient tracking data as needed.

13. Assist with the training of and provide regular support to Care Center and administrative staff.

PHYSICAL REQUIREMENTS:
1. Must be able to move from office to office or to various locations throughout the course of the workday.

2. Must be able to travel to and from different locations and sites within Maryland and/or nationally, as needed.

3. Must be able to effectively perform various work tasks using computers, peripheral devices, equipment and/or assistive technology, as needed.

QUALIFICATIONS:

• Bilingual in English and Spanish with a proficiency level that meets the Institutes minimum standards. Able to speak Spanish fluently with ease and confidence in a variety of topics related to work, home, leisure activities, as well as events of current, public or personal interest or individual relevance. Able to convey intended message with accuracy, clarity and precision without misrepresentation or confusion while being readily understood by native speakers.

• Must successfully complete and maintain appropriate certification and fluency with appropriate computer systems (i.e., EPIC) according to the timeline established by the clinic, program, and/or department.

EDUCATION:
• High School Diploma or GED required.
• Associate’s degree in human services related field, healthcare administration, business, or specialized vocational training preferred.

EXPERIENCE:
• 0-2 years of related experience required.
• Previous front desk, secretarial, clerical, or customer service experience preferred.

Kennedy Krieger Institute offers excellent benefits including medical, dental, vision, 401K with match, tuition reimbursement, free parking and child care subsidies!  In addition, we offer rich professional development opportunities.