Overview

Job DescriptionJob DescriptionORGANIZATION INFORMATION:Established in 1984, Equitas Health is a regional not-for-profit community-based healthcare system and federally qualified community health center look-alike. Its expanded mission has made it one of the nation's largest HIV/AIDS, lesbian, gay, bisexual, transgender, and queer/questioning (LGBTQ+) healthcare organizations. With 22 offices in 12 cities, it serves more than 67,000 individuals in Ohio, Kentucky, and West Virginia each year through its diverse healthcare and social service delivery system focused around: primary and specialized medical care, retail pharmacy, dental, behavioral health, HIV/STI prevention, advocacy, and community health initiatives.HOURLY RATE: $20.43-$ 24.52BENEFITS:PTOVisionDentalHealth401kSick timePaid HolidaysPOSITION SUMMARY:Reporting to the Shared Service Manager, the Verification Specialist is a member of the Call Center team and is responsible for completing pre-service patient registration, insurance verification, and other requests after scheduled appointments. This role works closely with scheduling staff through warm call transfers to ensure a seamless patient experience. Key responsibilities include maintaining accurate patient demographic and insurance information, verifying eligibility and benefits, and other various tasks to ensure efficient patient service. Through timely, patient-focused communication, this position supports service quality, operational efficiency, and revenue cycle performance. ESSENTIAL JOB FUNCTIONS:Essential job functions include, but are not limited to, managing inbound and outbound call center interactions to complete patient pre-registration after scheduled services and demonstrating an understanding of medical, dental, and behavioral health insurance, including coordination of benefits. This role is responsible for collecting and accurately entering patient demographic and insurance information. The specialist verifies insurance eligibility and benefits using available systems to confirm coverage after the patient visits. Also, conducts basic eligibility screenings by gathering required information and/or documentation for potential assistance referrals. In addition, this role requires providing excellent customer service, maintaining accurate documentation, and meeting established productivity and quality standards.MAJOR AREAS OF RESPONSIBILITIES:Receive warm transfers from scheduling team members within the Call CenterManage inbound and outbound calls related to pre-registration activitiesMaintain adherence to Call Center performance standards, including call handling time, availability, and quality metricsUtilize call scripts and workflows to ensure consistency and complianceConduct pre-registration for scheduled patients during live calls or via outbound outreachAccurately collect and verify patient demographic informationUpdate patient records in the electronic health record (EHR) system in real timeObtain and document complete insurance information, including primary and secondary coverageVerify eligibility and benefits using payer portals, clearinghouses, or EHR toolsIdentify and document copayments, deductibles, and coverage limitationsEscalate complex or unresolved insurance issues to appropriate resourcesReview assigned workqueue(s) daily to ensure timely completionCoordinate referrals regarding financial assistance programs, payment expectations, and next steps to financial counseling, when appropriateDeliver a high level of customer service in a fast-paced Call Center environmentCommunicate clearly, professionally, and empathetically with patientsEnsure compliance with HIPAA and patient confidentiality standardsEnsure all required documentation is complete, accurate, and entered in a timely mannerFollow standardized operating procedures, workflows, and scriptingParticipate in educational training/activities and attend all staff meetingsPerform other duties for Call Center Department including