Patient Service Specialist

Discover Vanderbilt Health: With eight hospitals and over 180 clinics, we are the region’s largest comprehensive academic health system. Vanderbilt Health has a long tradition of providing world-class care to the people of the Mid-South, living out our mission of moving medicine forward through preeminent programs in patient care, education and research. Here you’ll find a spirit of collaboration and a supportive community where your expertise is valued, your knowledge expanded and your uniqueness celebrated.

About the role

This role supports front-end operations including registration, scheduling, financial clearance, and communication, while ensuring accuracy, efficiency, and compliance with healthcare standards. The Patient Service Specialist (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.

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

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
• 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
• 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
• 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
• 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
• 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
• Team Collaboration & Operational Excellence
  • Partner effectively with clinical staff, leadership, and support teams to ensure seamless operations
  • Support workflow improvements and contribute to operational efficiency initiatives
  • Demonstrate adaptability and accountability in a dynamic healthcare environment
  • Uphold organizational values, service standards, and compliance requirements
• Additional Expectations
  • Maintain confidentiality in accordance with HIPAA and organizational policies
  • Adhere to all infection prevention, safety, and compliance protocols
  • Demonstrate a commitment to continuous learning and process improvement
  • Represent the organization with professionalism both on-stage (patient-facing) and off-stage

Requirements

• High School Diploma or GED (or equivalent experience)
• Minimum 3 years of administrative or customer service experience, with at least 1 year in a healthcare or medical office setting preferred

Skills

• Customer Service Excellence
• Communication & Active Listening
• Attention to Detail & Accuracy
• Multitasking & Time Management
• Emotional Intelligence & Professionalism
• Problem-Solving & Critical Thinking
• Teamwork & Collaboration

Physical Requirements & Work Environment

• Physical Demands
  • Ability to perform medium work (lift up to 50 lbs occasionally, 20 lbs frequently)
  • Frequent use of hands for typing, scanning, and handling documents
  • Ability to sit, stand, and move throughout the workday as needed
• Work Environment
  • Clinical office environment with moderate noise levels
  • Exposure to patients and potential communicable illnesses
  • Frequent interaction with patients, staff, and external stakeholders

Benefits

This role offers the opportunity to make a meaningful impact within Vanderbilt Health, supported by a comprehensive benefits package which may include health, disability, retirement and/or wellness offerings to enhance your well-being and professional growth.