Patient Services Specialist 1

What You'll Do:

• Answer and direct calls with empathy and professionalism
• Schedule appointments across multiple clinics
• Help patients navigate their healthcare journey
• Navigate multiple platforms
• Provide top-notch customer service in a fast-paced environment
• Support billing, insurance, and outreach needs

What We’re Looking For:

• A high school diploma or GED (Associate’s degree preferred)
• 1 year in clerical, clinical, or call center settings preferred
• Healthcare or insurance experience is a plus!
• Passion for helping others!
• Bilingual - Conversing in Spanish and English.

Key Responsibilities:

• Provide excellent customer service to all callers
• Demonstrate a high level of patience and respect with all callers
• Avoid distractions to ensure each caller is assisted promptly and appropriately
• Ensure a positive experience
• Handle large amounts of inbound and outbound calls per day while meeting other departmental expectations
• Schedule appointments for multiple providers/clinics (New patient and existing patient)
• Schedule within the guidelines of clinics; verify schedules and insurances
• Review appointment date, time, location and provider
• Instruct new patients on required paperwork and what to bring to appointment
• Evaluate patient’s healthcare needs based on patient’s signs and symptoms utilizing established triage protocols and guidelines
• Schedule nurse visits based on vaccine/injection schedules
• Schedule acute visits based on need and time frame
• Evaluate and document patient’s symptoms/complaints and advice provided per protocols and guidelines
• Answer questions and/or appropriately routes requests for assistance to provide patient-focused service
• Absorb and enter accurate demographic information into EMR system or other ticketing system
• Assist in connecting patients to outreach and enrollment specialists or community health workers as needed
• Assist patients with billing questions
• Adhere to HIPAA requirements