GENERAL SUMMARY

The Patient Services Specialist is responsible to create a positive patient experience by consistently exceeding expectations in customer service and patient care, by coordinating and completing patient registration activities that include but are not limited to greet and check in patients, verifying demographic information, obtaining signatures on patient consents, capturing insurance cards, verifying authorization accuracy, collect co-pays and past due balances, working reschedule and recall lists, and balance end of day deposits.

ESSENTIAL DUTIES & RESPONSIBILITIES

Provides high level customer service in all interactions with internal and external customers. Provides direct, professional, and knowledgeable interactions with patients, providers, referral sources, and the clinical team. Answers telephone calls accurately and with exceptional customer service and ensures the caller's needs are met and accurate information is obtained. Maintains patient confidentiality regarding access to patient and other clinical information via email, computer, fax, and mail. Addresses concerns of patients, provides service recovery, and escalates issues as needed. Utilizes the operational guidelines for scheduling patient appointments. Completes reminder calls to patient for scheduled appointments, as needed. Obtains payment from each patient, including copayments, balance due and appropriately receipts all monies collected. Verifies, ensures eligibility, and registers patients by obtaining patient demographics and third-party coverage(s) at every encounter. Advises patient on physician referral and provides appropriates notes/updates to referring physician, as needed. Prioritizes and completes all work in an accurate, effective, and efficient manner.

NON-ESSENTIAL DUTIES & RESPONSIBILITIES

Maintains public areas (waiting rooms, restrooms and kitchen), as needed. Attends department meetings and completes trainings, as needed. Processes medical records requests; both incoming and outgoing

EDUCATION AND EXPERIENCE REQUIRED

High School diploma or equivalent, required.

EDUCATION & EXPERIENCE PREFERRED

N/A

LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED

N/A

LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED

Certified Patient Services Specialist

CORE COMPETENCIES

Ability to work effectively with internal and external customers. Excellent verbal and written communication skills, including listening. Proficient in Microsoft Office products. Ability to maintain confidentiality when dealing with sensitive information.

PHYSICAL ACTIVITY OF POSITION

Talking. This position requires expressing or exchanging ideas through the spoken word. This position must participate in activities to convey detailed or essential verbal instructions to physicians, staff, and vendors accurately and succinctly. Hearing. This position is required to perceive sounds at normal speaking levels with or without correction, including the ability to receive detailed information through oral communication and make the discriminations in sound. Repetitive motion. This position requires substantial movements (motions) of the wrists, hands, and fingers while working on reports or the computer. Sedentary work. This position may need to occasionally exert up to 10 pounds of force to lift, carry, push, pull, or otherwise move objects. The job consists primarily of sedentary work and involves sitting most of the time. Walking and standing are required only occasionally. Visual Requirements. This position is required to have close visual acuity (with or without correction) to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and extensive reading. Environmental Conditions. 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