Patient Services Specialist

JOB SUMMARY

The Patient Services Specialist (PSS) uses their experience and knowledge to appropriately triage scheduling and clerical duties. This individual will have the technical knowledge to properly schedule appointments, maintain patient records, and perform clerical tasks. Their work allows the physicians and clinical staff to devote their time to patient care that requires specialized knowledge.

Job Description

• Gathers pre-admission information from hospital, patient or family member on scheduled patients before initial and/or follow-up visit.
• Obtains financial updates, documents in the billing system, completes forms and obtains signatures as “alerts” request.
• Maintains patient documents are completely filled out and signed.
• Obtains, verifies, and updates patient information and provides support services to patients and medical staff.
• Know how to locate path reports, outside medical records, radiology reports and retrieve if necessary for the position.
• Refer patients to the financial counselors when alerted by billing system or if the patient has billing questions.
• Contact the social worker for assistance with patient needs such as lodging, transportation, medication request, or any type of social worker request.
• Forwards any medical records requests to centralized medical records department.
• Schedule referring and future physician appointments as requested by physician. This includes sending the required records for the referring appointments.
• Ensure patient’s initial appointments/schedules are up to date and in the computer.
• Investigate all “no shows”, clearly document reasons “why” and make appropriate follow up.
• Reschedule any cancelled appointments making sure all patients have follow up.
• Maintain daily written or electronic documentation of completed work in order to provide data for monthly reports.
• Conducts daily research of expired patient information and updates EMR or billing systems. Notifies physician and medical records if required.
• Greet, screen, schedule and direct patients. Assuring they are queued as arrived for services, advising nurses and radiation therapist of their arrival.
• Prepares and processes correspondence. Answers routine medical inquires and drafts letters.
• Serves as the custodian of the front office multi-function device. Knows how to prepare and mail to new patients the new patient packet with the CARTI booklet.
• Cross train and learn other clinics.
• Process EMR messages and worklist queues.

OTHER JOB REQUIREMENTS

• Travel to satellite centers as required.

SUPERVISORY RESPONSIBILITY

None

EDUCATION, CERTIFICATION, LICENSURE AND REGISTRATION

• High school graduate or GED.
• Associate degree in business administration or a secretarial program a plus.

EXPERIENCE, KNOWLEDGE, SKILLS AND ABILITIES

• Minimum of 1 year of customer service work experience required.
• Medical office setting skills preferred.
• Competent in EMR systems preferred.
• Strong knowledge of medical terminology and office procedures.
• Excellent computer and other basic office equipment skills.
• Knowledge of grammar, spelling and punctuation.
• Skilled in time management and organization.
• Able to read, understand and follow oral and written instructions.
• Able to communicate clearly and concisely.
• Able to establish and maintain effective working relationships with patients, team members and the public.
• Reasoning Ability - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or schedule form.
• Interpersonal Skills - Must interact and communicate both verbally and in written form. Must interact and exchange information regarding patients with physicians and other departmental personnel, and outside agencies on a frequent basis while respecting the confidentiality of patient information.

PHYSICAL DEMANDS

• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.
• Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT

• The work environment described here are representative of those an employee encounters while performing the essential functions of this job.
• This position involves potential exposure to infectious diseases. Colleagues are offered appropriate vaccinations and safety training.

SAFETY SENSITIVE

This position is a Safety Sensitive Position. The essential functions, physical demands, and mental competencies of this job require the employee maintain the ability to work in a constant state of alertness in a safe manner.