Patient/Family Service Specialist

About the Role

The Patient/Family Service Specialist provides administrative support and high-level customer service to patients, families, internal team members, providers, and referring practices. This role includes admission, registration, scheduling (surgery and/or clinic), check-in/check-out, and customer service support.

Responsibilities

• Provides non-clinical support for telephone screening/triage functions.
• Delivers high-level customer service to patients, families, physicians, and other internal/external customers.
• Supports patient safety by adhering to infection control policies and safety guidelines.
• Stays up-to-date with department office operations and established policies and procedures.
• Obtains and documents signatures for treatment consent forms from patients/families.
• Provides patient support services, including scheduling, registration, reception, check-in/out, and follow-up visit support.
• Actively manages patient work queues.
• Supports health insurance management functions, including collecting insurance information, documenting payment methods, and collecting copays or other payments. May assist with referrals, pre-authorizations, and benefits/eligibility determinations.
• Obtains and documents patient demographic information.
• Handles inbound and outbound calls to schedule appointments or surgeries, complete registration, and route calls appropriately.
• Performs data entry, including updating patient demographic information and records in a medical system.
• Conducts patient and family rounding to ensure comfort and satisfaction.

Requirements

• High School diploma or GED.
• Minimum of one (1) year of administrative and customer service experience in an office, clinical, or related setting.
• Additional education may substitute for experience above the required level.

Pay

Hourly range: $20.14 to $30.21, dependent on relevant experience.

Schedule

Full-time, 40 hours per week. Monday - Friday, four 10-hour shifts per week (5:15am - 3:45pm).

Benefits

• Competitive pay and benefits package, including base pay and incentives.
• Paid time off, medical/dental/vision insurance, and company-provided life and disability insurance.
• Paid parental leave and a 403b employer match for retirement savings.
• Robust wellness program and access to professional development tools, including an education benefit.
• Annual employee bonus program based on organizational performance (paid the following April if goals are met).
• Annual base pay increases based on performance.