Casa Esperanza, Inc. (Boston)
Join to apply for the
Patient Support Specialist
role at
Casa Esperanza, Inc. (Boston) About Casa Esperanza
Casa Esperanza, Inc. is a bilingual/bicultural behavioral health treatment provider serving Boston and the Merrimack Valley. Our mission is to empower individuals and families to recover from addiction, trauma, mental illness, and other chronic medical conditions; overcome homelessness and discrimination; and achieve health and wellness through comprehensive, integrated care. About the Role
The Patient Support Specialist is a multi‑tasking position that manages all front‑end functions for Familias Unidas Outpatient Programs (FUOP). The role extends the practice’s capabilities by partnering with the Patient Access Team and supporting major workflow processes. Responsibilities include maintaining confidentiality and privacy in line with HIPAA guidelines, providing high‑quality customer service, managing telephone calls, scheduling patient appointments, checking patients in, verifying insurance eligibility, closing procedures, ensuring waiting‑area security, booking meeting rooms, and supporting intake processes. What You’ll Do
Customer Service
Provide a friendly, welcoming and caring greeting to all patients. Communicate with patients and staff using phone, email, EHR alerts, and mail. Answer and resolve patient inquiries professionally and empathetically, using effective listening and communication skills. Follow practice guidelines to address patient issues in a timely manner and transfer calls to the appropriate person when necessary. Place reminder calls to outpatient patients and document contact in the EHR. Email key staff at residential programs to ensure participation in scheduled services. Contact patients who missed appointments for rescheduling and document contact in the EHR. Provide outstanding customer service to external and internal customers in person and over the phone. Escalate any issues that fall outside existing protocols to meet patient needs. Intake
Coordinate new intake visits and follow‑up appointments with the Patient Access Manager. Meet with patients to complete all clinical intake documents, including BSAS, Joint Consent to Treat, and Releases of Information. Ensure all clinical documentation is signed and saved in the EHR. Conduct regular BSAS enrollments. Communicate the intake process to patients so they understand next steps. Coordinate a warm introduction for new patients with Recovery Support Services Staff, Peer Recovery Staff, and Clinicians. Process internal referrals, accept new patients, and create charts in the EHR in collaboration with the Patient Access Manager. Administrative
Manage scheduling for all meeting rooms and common areas. Enter and/or scan referral and demographic information into the EHR. Update benefit assignments in the Practice Management System to ensure billing compliance. Schedule/reschedule patient appointments across a wide range of services. Check‑in and enroll all patients for various services using the practice management system. Provide administrative support for projects, events, and activities, including photocopying, mailings, and data entry. Prepare and send daily and weekly eligibility, intake, and task reports. Facilitate patient intakes with paperwork and program orientation. Maintain lobby cleanliness and place work orders as needed. Ensure classroom materials are well stocked and organized regularly. Send reminder emails for all groups and scheduled outpatient services for residential patients. Obtain all initial prior authorizations as required. Productivity, Workflow, Quality & Safety
Complete all required staff logs. Ensure all visitors and staff sign in and out. Secure windows, doors, alarms, and potentially dangerous items. Manage the FUOP lobby area, greeting and directing visitors, vendors, patients, and candidates. Monitor the front door and answer the front desk phone. Ensure safety and security in the lobby, waiting area, and 1ST floor hallway. Oversee closing procedures. Implement all safety and security requirements, including fire drills. Other Duties
Handle all business discreetly and maintain confidentiality. Identify opportunities to improve work processes and protocols. Attend scheduled training sessions for phone support, customer service, system upgrades, and new clinical systems. Assist in training/orientation of new personnel under managerial direction. Participate in staff meetings to identify process issues and improve patient experience. Perform other job‑related duties as assigned. Qualifications
Experience in a front‑desk role. Outgoing personality with strong interpersonal and communication skills, highly organized, dependable, and proficient with computers. Strong verbal, written, and data entry skills. Ability to work independently and as part of a team. English/Spanish bilingual. Professional communication with patients, vendors, and external providers. Ability to handle multiple tasks and remain composed in hectic situations. Understanding of moral/ethical boundaries with patients and staff. Experience with practice management systems. Experience with insurance verifications, benefit assignments, and prior authorizations. Ability to perform de‑escalation techniques. Knowledge of the revenue cycle process. Ability to meet the physical requirements of the position. Ability to meet the training requirements of the position. Education / Training Required
High School Diploma or GED. Knowledge of addiction recovery process, or willingness to acquire within first six months of employment. Current CPR certification required, or must be obtained within 30 days of employment. Schedule
Must have availability to work Monday‑Friday between 8 am‑8 pm and 4 hours every other Saturday. What We Offer
Compensation: $19.00 – $20.00 /hr Holiday Pay (12 days per year + 1 floating holiday) Paid Time Off: 18 days year‑one, 20.5 days year‑two, 23 days year‑five Sick Pay: 10 paid days per year Long / Short Term Disability Company‑sponsored Life Insurance Health Insurance (Medical, Dental, Vision) Health Reimbursement Arrangement (HRA) Flexible Spending Account / Dependent Care (FSA/DCA) ComPsych Guidance Resources – Employee Assistance Program (EAP) Educational Opportunities Tuition Remission Employee Ticket at Work (discounts for entertainment, travel, movies, etc.) Career Advancement Opportunities Increased Salary for Credentials and more… Physical & Mental Requirements
Job duties require walking, stooping, kneeling, crouching or crawling, and speaking or hearing regularly. Employees may occasionally lift and/or move up to 20 lb. Specific vision abilities required: distance vision, peripheral vision, and depth perception. All employment offers are contingent on full COVID‑19 vaccination (Johnson & Johnson single dose or two doses of Pfizer/Moderna, boosted when eligible). Exceptions may be requested for medical or religious reasons. EEO Statement
Casa Esperanza, Inc. values a diverse workplace and encourages women, people of color, LGBTQIA+ individuals, people with disabilities, members of ethnic minorities, foreign‑born residents, older members of society, and others from minority groups to apply. We recruit, hire, employ, train, promote, and compensate individuals based on job‑related qualifications and abilities. Casa Esperanza, Inc. also has a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, sex, gender, age, religion, national origin, ancestry, citizenship, marital status, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law. All employees, interns, volunteers and contractors are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect. Casa Esperanza, Inc. also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws. If you need to inquire about an accommodation, or need assistance with completing the application process, please email hr@casaesperanza.org. Pay Range
19 – 20 USD per hour (Familias Unidas Outpatient Program)
#J-18808-Ljbffr
Patient Support Specialist
role at
Casa Esperanza, Inc. (Boston) About Casa Esperanza
Casa Esperanza, Inc. is a bilingual/bicultural behavioral health treatment provider serving Boston and the Merrimack Valley. Our mission is to empower individuals and families to recover from addiction, trauma, mental illness, and other chronic medical conditions; overcome homelessness and discrimination; and achieve health and wellness through comprehensive, integrated care. About the Role
The Patient Support Specialist is a multi‑tasking position that manages all front‑end functions for Familias Unidas Outpatient Programs (FUOP). The role extends the practice’s capabilities by partnering with the Patient Access Team and supporting major workflow processes. Responsibilities include maintaining confidentiality and privacy in line with HIPAA guidelines, providing high‑quality customer service, managing telephone calls, scheduling patient appointments, checking patients in, verifying insurance eligibility, closing procedures, ensuring waiting‑area security, booking meeting rooms, and supporting intake processes. What You’ll Do
Customer Service
Provide a friendly, welcoming and caring greeting to all patients. Communicate with patients and staff using phone, email, EHR alerts, and mail. Answer and resolve patient inquiries professionally and empathetically, using effective listening and communication skills. Follow practice guidelines to address patient issues in a timely manner and transfer calls to the appropriate person when necessary. Place reminder calls to outpatient patients and document contact in the EHR. Email key staff at residential programs to ensure participation in scheduled services. Contact patients who missed appointments for rescheduling and document contact in the EHR. Provide outstanding customer service to external and internal customers in person and over the phone. Escalate any issues that fall outside existing protocols to meet patient needs. Intake
Coordinate new intake visits and follow‑up appointments with the Patient Access Manager. Meet with patients to complete all clinical intake documents, including BSAS, Joint Consent to Treat, and Releases of Information. Ensure all clinical documentation is signed and saved in the EHR. Conduct regular BSAS enrollments. Communicate the intake process to patients so they understand next steps. Coordinate a warm introduction for new patients with Recovery Support Services Staff, Peer Recovery Staff, and Clinicians. Process internal referrals, accept new patients, and create charts in the EHR in collaboration with the Patient Access Manager. Administrative
Manage scheduling for all meeting rooms and common areas. Enter and/or scan referral and demographic information into the EHR. Update benefit assignments in the Practice Management System to ensure billing compliance. Schedule/reschedule patient appointments across a wide range of services. Check‑in and enroll all patients for various services using the practice management system. Provide administrative support for projects, events, and activities, including photocopying, mailings, and data entry. Prepare and send daily and weekly eligibility, intake, and task reports. Facilitate patient intakes with paperwork and program orientation. Maintain lobby cleanliness and place work orders as needed. Ensure classroom materials are well stocked and organized regularly. Send reminder emails for all groups and scheduled outpatient services for residential patients. Obtain all initial prior authorizations as required. Productivity, Workflow, Quality & Safety
Complete all required staff logs. Ensure all visitors and staff sign in and out. Secure windows, doors, alarms, and potentially dangerous items. Manage the FUOP lobby area, greeting and directing visitors, vendors, patients, and candidates. Monitor the front door and answer the front desk phone. Ensure safety and security in the lobby, waiting area, and 1ST floor hallway. Oversee closing procedures. Implement all safety and security requirements, including fire drills. Other Duties
Handle all business discreetly and maintain confidentiality. Identify opportunities to improve work processes and protocols. Attend scheduled training sessions for phone support, customer service, system upgrades, and new clinical systems. Assist in training/orientation of new personnel under managerial direction. Participate in staff meetings to identify process issues and improve patient experience. Perform other job‑related duties as assigned. Qualifications
Experience in a front‑desk role. Outgoing personality with strong interpersonal and communication skills, highly organized, dependable, and proficient with computers. Strong verbal, written, and data entry skills. Ability to work independently and as part of a team. English/Spanish bilingual. Professional communication with patients, vendors, and external providers. Ability to handle multiple tasks and remain composed in hectic situations. Understanding of moral/ethical boundaries with patients and staff. Experience with practice management systems. Experience with insurance verifications, benefit assignments, and prior authorizations. Ability to perform de‑escalation techniques. Knowledge of the revenue cycle process. Ability to meet the physical requirements of the position. Ability to meet the training requirements of the position. Education / Training Required
High School Diploma or GED. Knowledge of addiction recovery process, or willingness to acquire within first six months of employment. Current CPR certification required, or must be obtained within 30 days of employment. Schedule
Must have availability to work Monday‑Friday between 8 am‑8 pm and 4 hours every other Saturday. What We Offer
Compensation: $19.00 – $20.00 /hr Holiday Pay (12 days per year + 1 floating holiday) Paid Time Off: 18 days year‑one, 20.5 days year‑two, 23 days year‑five Sick Pay: 10 paid days per year Long / Short Term Disability Company‑sponsored Life Insurance Health Insurance (Medical, Dental, Vision) Health Reimbursement Arrangement (HRA) Flexible Spending Account / Dependent Care (FSA/DCA) ComPsych Guidance Resources – Employee Assistance Program (EAP) Educational Opportunities Tuition Remission Employee Ticket at Work (discounts for entertainment, travel, movies, etc.) Career Advancement Opportunities Increased Salary for Credentials and more… Physical & Mental Requirements
Job duties require walking, stooping, kneeling, crouching or crawling, and speaking or hearing regularly. Employees may occasionally lift and/or move up to 20 lb. Specific vision abilities required: distance vision, peripheral vision, and depth perception. All employment offers are contingent on full COVID‑19 vaccination (Johnson & Johnson single dose or two doses of Pfizer/Moderna, boosted when eligible). Exceptions may be requested for medical or religious reasons. EEO Statement
Casa Esperanza, Inc. values a diverse workplace and encourages women, people of color, LGBTQIA+ individuals, people with disabilities, members of ethnic minorities, foreign‑born residents, older members of society, and others from minority groups to apply. We recruit, hire, employ, train, promote, and compensate individuals based on job‑related qualifications and abilities. Casa Esperanza, Inc. also has a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, sex, gender, age, religion, national origin, ancestry, citizenship, marital status, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law. All employees, interns, volunteers and contractors are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect. Casa Esperanza, Inc. also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws. If you need to inquire about an accommodation, or need assistance with completing the application process, please email hr@casaesperanza.org. Pay Range
19 – 20 USD per hour (Familias Unidas Outpatient Program)
#J-18808-Ljbffr