Administrative Service Team (AST) Specialist

Position Summary

The Administrative Service Team (AST) Specialist serves as a primary point of contact for new and existing patients, managing scheduling, referral coordination, intake processes, and communication with clinics. This role ensures patients receive timely access to care while supporting clinic operations through efficient scheduling and administrative support.

Essential Duties And Responsibilities

• Manage new patient intake, scheduling, and lead-tracking activities to ensure timely patient contact and appointment coordination.
• Utilize call center systems to conduct outbound calls, texts, and follow-up communications with prospective and waitlisted patients according to established protocols.
• Coordinate patient scheduling using clinic caseload management tools, provider specialty information, insurance requirements, and patient preferences.
• Identify and prioritize urgent referrals and high-priority patients to facilitate prompt scheduling.
• Complete intake procedures, including collecting patient information, sending welcome communications, promoting patient portal enrollment, and preparing patients for required paperwork and payment agreements.
• Monitor clinic schedules and reassign patients when appropriate to improve access, reduce wait times, and accommodate patient-specific needs.
• Communicate same-day new patient appointments and scheduling updates to clinic teams.
• Manage specialized scheduling processes, including Functional Capacity Evaluations (FCE) and Progressive Goal Attainment Program (PGAP) appointments.
• Assign and redirect referrals to appropriate clinic locations based on capacity, wait times, referral requirements, and operational needs.
• Support Medicaid admission requirements and ensure compliance with applicable scheduling guidelines.
• Answer incoming calls, manage voicemail communications, and provide exceptional customer service to patients and referral sources.

Qualifications

• Proficiency in Microsoft Office, including Word and Excel.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to gather information, solve problems, and make informed decisions in a fast-paced environment.
• Ability to operate a multi-line phone system professionally and efficiently.
• Ability to build and maintain positive working relationships with patients, providers, staff, and the public.

Education & Experience

• Minimum Requirements: High school diploma or equivalent.
• One year of office, administrative, customer service, scheduling, or clerical experience; or an equivalent combination of education and experience.

Benefits

• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Life Insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Paid Time Off (PTO)

Pay

$19.50 - $31.96 per hour

Schedule

Monday–Friday, 9:00 a.m. – 6:00 p.m.