The Patient Service Specialist plays a key role on the business office team, supporting daily operations such as billing, collections, and direct patient interaction. This position is also responsible for answering and routing incoming phone calls, triaging patient concerns based on urgency, scheduling appointments, and accurately registering patients.

Shift Information:

• Shift: Day

• Hours: 8:00 am – 4:30 pm

• FTE: 1.0 (Full-Time)

Education:

• High school graduate or equivalent required.

Experience:

• Previous work experience in a medical office and/or customer service role preferred.

• Experience interacting with the public both in person and over the phone preferred.

• Computer experience and typing skills required.

Other Knowledge, Skills, and Abilities:

• Strong written and verbal communication skills.

• Ability to multitask and prioritize in a fast-paced environment.

• Candidates must successfully complete the following assessments during the interview process to be considered:

  • Listening Skills

  • Data Entry

  • Office Skills

• Provides assistance, guidance, and direction to visitors and patients both in person and over the phone to support clinic goals related to quality and patient satisfaction. Communicates patient needs via the electronic health record and ensures timely resolution of concerns, grievances, and service recovery efforts.

• Schedules, reschedules, and coordinates patient appointments, including new patient requests. Appropriately triages urgent or emergency patient situations. Manages patient flow in the reception area and communicates wait times to patients. Coordinates interpreter services as needed.

• Accurately registers patient demographic and insurance information. Uses external websites to verify insurance eligibility and determines appropriate copay amounts and billing details based on appointment type. Collects patient financial responsibility at the time of service, including current and outstanding balances. Provides age-appropriate forms and ensures proper consent for treatment is obtained and documented.

• Contributes to clinic financial performance by supporting front-line billing processes such as charge entry, charge submission, payment posting, charge adjustments, and cash management. Reviews and corrects errors in demographics and insurance information. Monitors accounts for past-due balances, bad debt, pre-payment needs, and payment at time of service.

• Supports administrative tasks including handling incoming mail and faxes, scanning documents into the electronic medical record, and participating in quality assurance and audit functions as requested.

• Performs opening and closing duties, including running reports, managing cash, and completing assigned worklists.

• Adheres to all compliance standards including HIPAA, Corporate Compliance, and safety protocols. Applies the Minimum Necessary Standard when handling protected health information.

• Manages and maintains task lists in the electronic health record system.

• Collaborates with team members to achieve departmental goals and ensure effective clinic operations.

• Assists with compliance and documentation requirements for programs such as NCQA and Meaningful Use.

• Performs additional duties as assigned or requested.