Patient Access & Support - Healthcare Support Specialist

Job Summary:

The Healthcare Support Specialist is a hybrid position that combines front office operations with social services and health insurance enrollment support. This role ensures an exceptional patient experience while addressing barriers to care through insurance navigation and community resource coordination. The position requires strong organizational skills, customer service excellence, and the ability to interpret complex insurance and social service programs.

This position may require travel between clinic sites and community locations to provide coverage, outreach, or operational support as needed.Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Welcome and register patients in a courteous, professional, and efficient manner.
• Schedule, confirm, and manage patient appointments, including cancellations and reschedules.
• Manage walk-ins and maintain efficient patient flow.
• Verify insurance eligibility prior to visits.
• Collect co-pays and payments in accordance with organizational money-handling policies and prepare daily deposits.
• Maintain patient records in compliance with HIPAA regulations.
• Scan and upload registration forms, insurance cards, identification, and related documentation into the EMR.
• Professionally answer and route phone calls; respond to general inquiries to address patient concerns.
• Follow up on missed or no-show appointments.
• Maintain a clean, organized, and welcoming front office environment.
• Coordinate with clinical and administrative staff on-site and off-site to support daily operations and referred services.
• Conduct assessments to identify patients' social determinants of health needs.
• Connect patients with community resources including housing, food assistance, transportation, and financial support programs.
• Maintain an updated directory of local, state, and federal social service resources.
• Maintain Certified Application Counselor (CAC) status and provide unbiased insurance enrollment assistance.
• Determine eligibility and assist with enrollment in Medicaid, CHIP, Marketplace, and other state or federal insurance programs.
• Explain insurance benefits, coverage options, and sliding fee scale eligibility.
• Assist patients with insurance-related documentation and follow up on application status.
• Advocate for patients with external agencies to resolve coverage or access barriers.
• Refer patients to appropriate consumer assistance or ombudsman programs when necessary.
• Conduct outreach and in-reach efforts to support uninsured individuals.
• Document services provided and collect required encounter data for reporting.
• Ensure compliance with organizational, state, and federal regulations related to insurance and social services.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Strong interpersonal and customer service skills.
• Ability to interpret and explain complex insurance programs and eligibility requirements.
• Excellent organizational skills and attention to detail.
• Strong time management and multitasking abilities.
• Analytical and problem-solving skills.
• Ability to function effectively in a fast-paced healthcare environment.
• Proficiency in Microsoft Office Suite and Electronic Medical Records (EMR).
• Ability to operate standard office equipment.

Education and Experience:

• High School Diploma or equivalent required.
• Two (2) years of related healthcare, insurance, social services, or front office experience preferred.
• Certified Application Counselor (CAC) certification required or ability to obtain within 90 days of hire.