Patient Services Specialist (Call Center)

Position Overview

The Patient Services Specialist 1, with direct oversight, provides administrative support in a physician office, clinic or other operational area that assists patients in ensuring high quality, patient-centered care. Duties include patient relations, check-in and check-out, scheduling, insurance verification and answering phones.

Key Responsibilities

• Assist with patient duties including check-in/check-out, scheduling, insurance verification, and handling phone calls.
• Arrange follow-up visits and referral appointments.
• Collect and verify insurance information during patient registration and update demographics in the computer system.
• Direct patients to appropriate waiting areas.
• Accept payments for physician/clinic services according to established guidelines and post payments using appropriate codes.
• Generate daily payment reports and verify the cash drawer against the report.
• Provide accurate patient, medical, financial, or procedural information to patients or approved outside entities.
• Discuss financial arrangements with patients when required.
• Receive and direct phone calls; assist patients and visitors.
• Respond to routine inquiries regarding practice services and hours of operation.
• Ensure patient complaints are handled appropriately.
• Assist with medical records duties as requested.

Key Success Factors

• Good listening, interpersonal, and communication skills (both oral and written) with professional, pleasant, and respectful telephone etiquette.
• Ability to adapt communication style to suit different audiences, being empathetic, sensitive, upbeat, optimistic, articulate, gracious, and tactful.
• Ability to promptly assess requests using electronic and paper resource materials to correctly respond to patient inquiries.
• Calmly manage upset patients in a composed and professional manner.
• Excellent data entry, numeric, typing, and computer navigational skills with strong attention to detail.
• Comfortable working in a fast-paced, constantly changing, and sometimes stressful environment.

Required Qualifications

• EDUCATION - H.S. Diploma/GED Equivalent
• EXPERIENCE - Less than 1 Year of Experience

Benefits & Perks

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level.