Patient Services Specialist, College of Health Sciences

Major Responsibilities

• Independently determine and modify intake and scheduling frameworks to ensure equitable access, operational efficiency and regulatory alignment.
• Review, process, and verify financial and non-financial patient documentation, including processing co-pays, daily billing, reviewing patient accounts, identifying delinquent accounts, and collecting due amounts.
• Communicate department practices and procedures to patients and families with clarity and empathy, using active listening and supportive communication techniques.
• Administer and coordinate appointment scheduling utilizing EMR systems and workflows, ensuring appropriate prioritization, compliance, and efficient utilization of resources.
• Communicate with staff and follow special instructions related to patient appointments. Input patient documentation and add correspondence into the electronic medical record.
• Analyze waitlist data, access trends, and scheduling bottlenecks; generate regular reports; and recommend operational adjustments.
• Handle highly sensitive and confidential information. Follow HIPAA privacy rights, where applicable.
• Evaluate non-routine or complex service access issues and determine appropriate administrative escalation or resolution pathways.
• Optimize clinical workflow by managing provider schedules, analyze impact of scheduling trends on clinic productivity, implementing solutions to improve patient throughput.
• Assess operational gaps related to front-of-office coverage and service access and recommend adjustments to administrative workflows or coverage models as needed.
• Resolve administrative and service-access issues, determine appropriate responses, and independently implement solutions; escalating only issues involving policy deviation or significant institutional risk.
• Cook up administrative components of projects and initiatives, including scheduling, sequencing, and resource alignment, with discretion to determine appropriate administrative approaches.

Qualifications

• A high school diploma or GED and four years of administrative, healthcare support, patient services, customer service, or related experience, or an equivalent combination of education and experience.
• Proficiency in Microsoft Windows, Microsoft Office (Access, Excel, PowerPoint, Word, Outlook) and Google Drive apps, e.g., docs, sheets, slides and forms.
• Experience with electronic medical records and scheduling.
• Effective interpersonal, oral and written communication skills.
• Effective organizational skills, attention to detail; ability to manage high-volume workflows.
• Ability to collaborate and work successfully in a team environment.
• Ability to ensure compliance with established policies, procedures, and regulatory requirements.
• Knowledge of federally mandated policies.
• Ability to analyze administrative operations, identify risks or inefficiencies, and recommend or implement process improvements.
• Experience in data collection, including collecting, compiling and maintaining data from multiple sources such as files, records, databases, staff or others.
• Ability to handle confidential information.