Ibh Patient Services Representative

Job description

Position Purpose
The Patient Services Representative – Behavioral Health is responsible for providing administrative and patient support services to facilitate efficient behavioral health operations. This position ensures accurate patient registration, demographic and financial information, insurance verification, appointment coordination, and maintenance of patient records. The representative serves as a key point of contact for patients, supporting access to behavioral health services while maintaining confidentiality, professionalism, and a patient-centered approach. Participation in quality improvement activities is required as needed.
Essential Duties and Responsibilities
• Maintain regular attendance during scheduled work hours to ensure operational efficiency and continuity of patient services.
• Promote the mission, vision, and values of the organization.
• Register new patients and update existing patient demographic, insurance, and financial information for each visit.
• Obtain and verify required patient identification, insurance information, benefits, and eligibility through electronic systems and telephone communication.
• Inform patients of income verification requirements, financial assistance processes, and account status as appropriate.
• Establish, maintain, and update accurate patient records and charts in accordance with organizational procedures.
• Coordinate patient check-in and check-out activities, monitor patient and visitor flow, and provide courteous assistance to facilitate timely access to services.
• Support appointment scheduling, patient communications, and administrative coordination for behavioral health providers and clinical staff.
• Assist patients with understanding available behavioral health services, referral processes, and procedures for accessing care.
• Maintain confidentiality and safeguard protected health information in accordance with HIPAA and organizational policies.
• Provide culturally competent, compassionate, and respectful services to individuals and families seeking behavioral health support, including underserved and at-risk populations.
• Communicate relevant administrative information to patients, visitors, and staff while maintaining appropriate professional boundaries.
• Perform financial transactions, maintain cash handling procedures, and reconcile deposits or payment records as applicable to assigned responsibilities.
• Participate in quality improvement initiatives, staff training, and workflow improvements as needed.
• Perform other duties as assigned.

Qualifications
• Experience in behavioral health, ambulatory healthcare, community health, or a related healthcare setting preferred.
• Experience in patient registration, scheduling, insurance verification, patient benefits coordination, or healthcare administrative support preferred.
• Knowledge of patient confidentiality, HIPAA requirements, and healthcare documentation practices.
• Basic understanding of accounting principles and financial transactions preferred.
• Experience working in a Federally Qualified Health Center (FQHC) or community-based healthcare environment preferred.
• Strong organizational, communication, customer service, and interpersonal skills.
• Ability to work effectively with individuals experiencing behavioral health challenges and maintain professionalism, empathy, and appropriate boundaries.
• Ability to manage multiple priorities, maintain accurate records, and exercise discretion and sound judgment.

EDUCATION/CERTIFICATION: Associate degree preferred. Relevant healthcare administrative experience may be considered in lieu of formal education.
Working Environment
The work environment is primarily an office setting within a behavioral health facility providing therapy services. The employee regularly interacts with patients, families, and clinical staff in a professional and confidential environment. Occasional exposure to patients experiencing emotional distress or behavioral challenges may occur. The noise level is generally moderate.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Physical Requirements
The physical and mental demands described here are representative of those required to perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
The employee is regularly required to communicate verbally, hear, sit, and use hands to handle or operate office equipment and controls. Occasional requirements include standing, walking, climbing, balancing, stooping, kneeling, crouching, and reaching. The employee may occasionally lift and/or move up to 50 pounds.
Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Mental demands include the ability to learn and adapt to changes, maintain attention to detail, exercise discretion and sound judgment, gather and analyze information, identify solutions, communicate professionally, manage stressful situations, maintain patient confidentiality, and adhere to organizational policies and procedures.
Direct Reports
NONE