Patient Service Specialist

Discover Vanderbilt University Medical Center:  Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. Vanderbilt Health is committed to an environment where everyone has the chance to thrive and where your uniqueness is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt’s mission is to advance health and wellness through preeminent programs in patient care, education, and research.

Organization:

VIS Admin SHIC

Job Summary:

****Monday-Friday 12:30pm-9pm****




Position Summary
The Patient Service Specialist (PSS) serves as the first point of contact for patients and visitors, delivering an exceptional, patient-centered experience across all interactions. This role supports front-end operations including registration, scheduling, financial clearance, and communication, while ensuring accuracy, efficiency, and compliance with healthcare standards.
The PSS plays a critical role in maintaining patient flow, optimizing access to care, and supporting revenue cycle processes. Success in this role requires strong communication skills, emotional intelligence, attention to detail, and the ability to multitask in a fast-paced clinical environment.

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Key Responsibilities

Patient Experience & Front Desk Operations

• Welcome patients and visitors with a professional, courteous, and empathetic approach

• Manage patient check-in/out processes efficiently while ensuring accurate identification using two identifiers

• Proactively communicate wait times, delays, and updates to patients

• Maintain a clean, organized, and patient-ready reception area

• Demonstrate professionalism and service excellence in all patient-facing interactions

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Scheduling & Access Management

• Schedule, confirm, and modify patient appointments in alignment with clinic protocols

• Coordinate referrals, diagnostic testing, and follow-up visits

• Ensure appointments are appropriately linked to provider schedules and patient needs

• Support same-day scheduling and urgent patient requests when appropriate

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Communication & Call Management

• Answer incoming calls promptly using established service standards

• Route calls appropriately and document accurate, detailed messages in the EMR

• Manage call transfers and escalation pathways effectively

• Provide clear, accurate information and support to patients, providers, and care teams

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Registration, Insurance & Financial Coordination

• Verify and update patient demographic and insurance information using open-ended questioning techniques

• Scan, review, and validate insurance cards, ensuring accurate payer hierarchy (primary/secondary/tertiary)

• Identify referral, authorization, and financial clearance requirements prior to service

• Collect co-pays, deductibles, and outstanding balances in accordance with policy

• Provide receipts and ensure accurate documentation of all financial transactions

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Revenue Cycle & Cash Handling

• Collect payments from self-pay patients and patient coinsurance balances in accordance with organizational policy

• Maintain accountability of assigned cash drawer and ensure accurate tracking of all transactions

• Reconcile daily cash collections and resolve discrepancies in a timely manner

• Meet or exceed established front-end collection performance metrics

• Prepare and secure daily deposits in accordance with organizational procedures

• Collaborate with leadership to ensure compliance with financial controls and audit standards

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Medical Records & Documentation

• Prepare patient charts and records for upcoming visits (electronic and/or paper workflows)

• Scan and index clinical and administrative documents into the EMR

• Process requests for medical records in compliance with privacy regulations

• Ensure all documentation is accurate, complete, and aligned with clinical and billing requirements

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Team Collaboration & Operational Excellence

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