Administrative Service Team (AST) Specialist

About the role

The Administrative Service Team (AST) Specialist plays a key role in delivering an exceptional patient experience by supporting new patient intake, scheduling, and referral management.

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.
• Cook up 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.
• Maintain 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.

Pay

A competitive pay range of $19.50 - $31.96 per hour.

Schedule

Monday–Friday, 8:30 a.m. – 5:30 p.m.

Benefits

Eligible employees receive a comprehensive benefits package, including:

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

View our benefits summary: https://www.osstherapy.com/employee-benefits

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.