Front Desk Patient Service Specialist

POSITION SUMMARY:

The Patient Service Specialist (PSS) is the first point of contact and provides an exceptional experience for patients, families and visitors. Under the guidance of the Patient Services Supervisor, welcomes individuals entering the facility and assists with wayfinding while focusing on providing a positive patient/customer experience. The position supports all patient services responsibilities including registration and scheduling functions; check-in, check-out, collecting payments, scheduling, verifying insurance and patient information.

ESSENTIAL RESPONSIBILITIES:

• Patient Service Specialist I
  • Perform check in duties assigned to the Patient Services department to include:
    • Welcome patients and visitors. Direct individuals to the appropriate service area.
    • Assist with patient inquiries and proactively obtain resolution of concerns; notify applicable personnel to assist in resolving concerns as needed.
    • Register patients with accuracy and completeness.
    • Monitor and maintain the lobby waiting areas for cleanliness.
    • Troubleshoot appointment issues.

• Patient Service Specialist II

In addition to the Patient Service Specialist I duties:

• • Perform check out duties assigned to the Patient Services department to include:
    • Schedule patients for follow-up appointments.
    • Provide applicable patients with MRI registration.
    • Schedule physical therapy evaluations.
  • Provide coverage in the Motion Shop to include:
    • Collect medical records requests, patient paperwork, and associated fees. Submit to appropriate departments.
    • Collect payment for Motion Shop goods.
    • Maintain and share knowledge and understanding of functionality of goods.
• Report any concern that may create a safety issue.
• Maintain strict confidentiality in accordance with HIPAA guidelines and NMOA policies.
• Regular and reliable attendance.
• Perform other specific tasks as assigned.

SUPERVISORY RESPONSIBILITIES:

None

KNOWLEDGE, SKILLS, AND ABILITIES:

To perform this job successfully, an individual must be able to perform each essential responsibility.  The requirements listed below are representative of the knowledge, skills and/or abilities required.

• Exceptional customer service skills
• Knowledge of basic medical terminology, coding, eligibility and prior authorization knowledge and office procedures
• Strong computer and phone skills; including but not limited to: spreadsheets, word documents, Internet and email
• Excellent grammar and spelling skills
• Strong computer and phone skills, including multi-line phones
• Ability to effectively present information, respond to questions and professionally interact with physicians, managers, employees, patients, vendors, and the public.
• Ability to successfully communicate with others both in person and over the phone.
• Ability to read, analyze and interpret medical information, technical procedures and/or general business information.
• Ability to recognize and define problems, collect data, establish facts, draw conclusions and correct errors.
• Ability to interpret a variety of instructions in a variety of forms and deal with abstract and concrete variables.
• Exhibit an understanding of healthcare regulatory and compliance policy (e.g. HIPAA) as it relates to a medical clinic environment
• Exhibit working knowledge of the clinic policies and procedures.
• Ability to handle multiple