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　　Patient Services Specialists handle inquiries from the public regarding clinical services and schedule appointments for patients with providers in our Premier Healthcare (PHC) clinics or in our Center for Specialty Therapy (CST). Patient Services Specialists collect demographic and insurance information from callers, enter patient information and schedule appointments using an electronic scheduling system. For assignments with PHC, Patient Service Specialists accept calls from individuals referred to PHC for medical services in a high-volume call center environment. In CST assignments, Patient Services Specialists respond to messages and email inquiries and schedule appointments for individuals referred for Occupational Therapy, Physical Therapy, Mental Health and/or Nutrition services.

　　Key/Essential Functions & Responsibilities

　　Accepts calls from patients referred to PHC for medical services and collects information required to schedule appointments, assist callers or redirect calls. For assignments to CST, answers inquiries and schedules appointments via return phone calls or emails for rehabilitation, nutrition or mental health services.

　　Completes registration process by obtaining patient demographic and insurance information and entering required data into scheduling database.

　　Provides information regarding services, sliding scale fees and/or appointments to callers.

　　Assists callers with determining appropriate services and/or identifying available providers and with preliminary assessment of potential eligibility for services, if assigned to CST.

　　Determines appointment type and length based on patient needs and schedules appointments for services using appropriate scheduling templates.

　　Enters notes on patient records to facilitate rescheduling and to record other information, including documented eligibility for CST services, as needed.

　　Collects information needed to assist in connecting callers to appropriate departments for non-scheduling related inquiries and routes calls or takes messages, as applicable.

　　Escalates callers with complaints or issues to supervisor or other identified staff, as directed.

　　Participates in department meetings.

　　Performs all related work, as assigned.

　　Minimum Qualification Requirements including education, experience, licensure/certification, etc. and essential physical capabilities (e.g. lifting, assisting lifting, standing, etc.)

　　High School diploma/GED; and

　　At least six (6) months’ experience assisting customers and/or callers, preferably in a customer service capacity; and

　　Ability to work on Saturdays on a regular, rotating schedule (at least once every 2 months) for PHC assignments

　　Criminal Background Check, fingerprinting and additional relevant/required clearances as required by Federal, State and Local government or other agencies

　　Above average verbal communication skills

　　Basic computer and written communication skills – including email, utilizing Workday and related systems (DA, etc.) to complete tasks

　　Preferred Qualification Requirements (desired requirements beyond MQRs above)

　　College credits and/or degree

　　Prior experience in a call center environment or as a receptionist receiving a high-volume of calls and/or email inquiries

　　Prior experience in healthcare

　　Ability to speak a second language, ideally Spanish, Cantonese and/or Mandarin

　　Pay rate : $16.00 to $17.00 per hour

　　All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a Vietnam or disabled veteran. YAI is an Equal Opportunity Employer.

　　Our Roots:

　　YAI was launched in February of 1957 out of a small school in Brooklyn, New York. Initially staffed by Co-Founders Bert MacLeech and Pearl Maze MacLeech alone, their pilot program served just seven people. According to Bert, from its very beginning YAI has been dedicated to providing innovative services for the I/DD (intellectual and/or developmental disabilities) community. MacLeech envisioned a, “total life adjustment approach, emphasizing personal growth, social responsibility, employment goals, and the development of independence for the individual.” At a time when institutional living was the norm for people with I/DD, this vision was nothing short of revolutionary.

　　YAI Today:

　　Today, YAI has a team of over 4,000 employees and supports over 20,000 people in the I/DD community. This extraordinary growth shows the ongoing need for these important services, and YAI’s success in offering them. YAI supports people with autism, Down syndrome, and Cerebral Palsy, among others. Operating throughout Downstate New York and Northern New Jersey, YAI now offers more than 300 programs for people of all ages.

　　Better Together:

　　At YAI, we are driven by our mission of living, loving, working, and learning. This applies not only to the people we support, but to our staff as well. Commitment and passion for the work continue to unite employees and drive the organization forward. Empowering the people we support to reach their goals remains at the heart of our organization.

　　http://www.yai.org/