Patient Support Associate

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, detox, and all other departments. The support takes the form of teamwork and communication with these departments.

• The PSA provides support to the outpatient team so that the day-to-day business of Outpatient Services run smoothly
• Greets new patients and all other visitors directly, checks patients in for groups and appointments, notifies counselors of patient arrival, takes payments when necessary. b) Answers phones, schedules appointments, takes messages when necessary, sends faxes, and completes copying assignments. c) The PSA works cooperatively with PIC and outpatient counselors to facilitate outpatient admissions. Upon patients arrival, confirms the nature of the intake appointment with patients and hands them intake documents to be filled out prior to assessment, explains the outpatient intake process to patients and answers any questions they may have. d) Scans copies of patients identification and insurance card if private insurance, saves these to EHR, notifies PIC of patients arrival via email. e) Prepares orientation paperwork in Essentia, once patient has met with PIC, takes patients back individually to go through orientation paperwork, explain the
  
  

Privacy Notice, Adult Patient Rights, and Outpatient policies to the patients, assists patients in completing necessary clinical documentation prior to enrolling in outpatient services: Consent to Treatment, Releases of Information, scheduling guidelines, etc. f) Notifies outpatient counselors of intake arrivals and assessment plan, keeps counselors updated with the intake process. g) Assists patients with UDS if technicians are unavailable. h) Uploads patients group schedule to Essentia. i) Manages the rooms to accommodate staff needs for this and the other departments. j) Cross trains with the outpatient team on facilitating UDS with patients. Providing coverage when LDS

• The PSA provides support to the Admissions team so that the day-to-day business of Admissions run smoothly. a) Greets new patients and all other visitors directly, checks patients in for residential intake appointments, explains intake process to patients and support persons, scans copies of the patients identification and insurance cards and uploads these into EHR. b) Notifies Admissions counselors, PIC, and UDS technicians of patient arrival via email, takes payments when necessary, escorts patients to the residential waiting area. c) If UDS technicians are unavailable, PSA assists patients with baseline UDS, breathalyzer, and pregnancy test if needed, reports the results to the admissions team
• The PSA provides support to the Detox team so that the day-to-day business of Detox Admissions run smoothly. a) If a Detox staff member is unavailable, the PSA opens the front doors at 8:00am and escorts detox patients into the designated waiting area, instructs patients to complete any necessary forms and await further instructions from a detox staff member. b) Communicates with the detox department about bed availability and status of detox admissions, assists patients with the UDS, explains admissions process to patient and support persons
• The PSA supports the Residential, program:
• Checks residential patients in for appointments with other departments, and re- routing patients not scheduled or who do not have proper documentation b) Daily communicates to the Residential Counselors the following day’s resident appointments for various departments. c) Assists residential-to-outpatient transitioning patients with the transition paperwork. d) The PSA should make every effort stay informed of residential program policies in order to answer questions from potential patients and their support people
• The PSA supports the Mental Health, Medical and Family Therapy programs: a) Checks patients (or family members) into appointments. b) Collects payments for services where applicable. c) Reserves rooms for appointments when needed
• The PSA supports the DUII program: a) Receives DUII referrals, entering key data in Essentia. b) Sends initial DUII Welcome Letter to referred patients. c) Scans referrals into EHR and emails to the patients primary counselor, if applicable. d) Answers specific questions about the DUII program on the phone and in person
• The PSA supports the functions of Administrative team. a) Provides the patients centered face of De Paul as one of the greeters during business hours. b) Directs and routes visitors and patients. c) Controls visitor passes, confidentiality procedures and, when appropriate, serves as the gatekeeper to limit access to the building, patients or staff. d) Calls patients to advise patients of open balances and determines if collection can be received. e) Cross train with the patient intake coordinators to provide support with key tasks
• The PSA is responsible for upkeep of the Front Desk and reception areas: a) Makes sure all admissions and outpatient forms are current, legible and in full supply. b) Order supplies for the Front Desk as needed. c) Keep the lobby tidy and presentable for visitors
  
  

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
• Two years of customer service experience including heavy contact with the public required
• At least one year experience in customer service and/or call center environment is a plus
  
  

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 A & D population a plus
• Spanish language proficiency preferred
  
  

Other Requirements

• For employees with a history of substance use disorder or identifying as a person in recovery, Fora Health requires certification of a minimum of two years’ continuous sobriety
• Successful completion of pre-employment drug test
• Successful completion of Tuberculin test and/or evaluation with negative results or documented evidence of non-communicability
• DHS criminal background approval
  
  

WORKING CONDITIONS

• Sitting and standing for long periods of time
• Lifting up to 25 pounds
• Use of computer and working at a desk
• Position generally works in an indoor office environment
• Possible exposure to communicable diseases which can encompass a variety of illnesses and infections, including COVID, tuberculosis, Hepatitis A, B, and C, and HIV
• Possible exposure to upset, angry, traumatized, disabled or emotionally disturbed adults, adolescents, and families
• Potential exposure to potentially hazardous cleaning chemicals, personal protective equipment provided
• Position may require some overtime, including evening and weekend work. Adjustment of work schedule may be required
  
  

HOURS AND PAY

This is a full-time, day shift position. Pay range is $18.70-21.54 per hour (depending upon experience). This position is non-exempt and eligible for overtime compensation.

LOCATION

This position is an on-site position at our SE Cherry Blossom location in Portland, Oregon.

About Fora Health

Looking for a meaningful career? At Fora Health, we employ a team of passionate, diverse and caring people who are committed to carrying out our mission to provide treatment, care and advocacy for all who are affected by substance use disorder. We are seeking dedicated individuals to join our experienced team of professionals in the fight to overcome the stigma of addiction and mental health. Come join one of Oregon’s largest and most reputable providers of substance use disorder and co-occurring mental health treatment for adults!

Fora Health is committed to providing a wide range of accessible, coordinated, and well-integrated services that benefit the community and support our clients to recover and to maintain recovery from addiction. To maintain an organizational culture which supports Fora's mission, each employee will, at a minimum:

• Have knowledge of substance use disorders
• Recognize the importance of family, social networks, and community systems in the treatment and recovery process
• Respect the diversity and uniqueness of all people
• Recognize that a healthy work environment is maintained through the practice of mutual respect and healthy self-care
• Uphold the highest standard of customer service to clients, referents, and all community partners
  
  

Benefits

• Regence BlueCross BlueShield medical insurance
• Comprehensive dental and vision insurance
• Employer-paid basic life and accidental death & dismemberment insurance
• Additional voluntary insurance (short-term disability insurance, supplemental group life insurance, accident & critical illness insurance, and pet insurance)
• Flexible Spending Account (FSA) for healthcare, dependent care and transportation costs
• 401K plan with Employer Matching up to 6%
• 4 weeks paid vacation, one floating holiday & sick leave
• 10 observed holidays, paid bereavement and paid jury duty days
• Flexible schedules
• Employee Assistance Program
• Discounted 24 Hour Fitness membership from $6.99/month
• One free employee meal on days worked at our Cherry Blossom location
• Online education tools for CEUs
• Critical shift compensation up to double hourly pay rate and shift premiums for certain positions
• Employee referral bonus
• Education grant program reimbursement for continuing education expenses after 90 days of employment
• Loan forgiveness for eligible medical and clinic positions
• Free parking at our two facilities
  
  

Employees may be eligible for education grants:

• National Health Service Corps (NHSC)
• NURSE Corps
• Public Service Loan Forgiveness (PSLF)
  
  

Fora Health is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Fora Health encourages applications from those who are in recovery. Please note that we require individuals in recovery to certify that they have at least two years of continuous sobriety upon hire.

Fora Health is a second chance employer and complies with applicable laws regarding consideration of criminal background for employment purposes. Fora Health conducts a background check for all positions upon offer of employment. Government regulations, contractual requirements, or the duties of certain jobs may require us to take appropriate action to address prior criminal convictions.

Powered by JazzHR

QOEZA0tL4A