Senior Patient Service Specialist

Job Description

As the Patient Services Specialist, you are responsible for providing administrative and general support to staff, patients and Physicians to ensure that a high quality, professional and efficient administration service is consistently provided to patients. This role is a crucial link between our patient’s and clinical teams.

Key Responsibilities

• Anticipating needs and maintaining patient service expectations
• Reacting to feedback
• Maintaining the flow of patients and directing as appropriate
• Answering and attending to all telephone calls in a timely manner
• Responding to queries in accordance with the privacy policy
• Having a breadth of service knowledge to respond to patient queries
• Providing support to Physicians and other internal customers, as required
• Aid in patient questions regarding billing and insurance payments
• Maintain and improve the patients’ waiting room
• Maintain the look and feel of both patient and employee-facing spaces, restock supplies, and organize
• Deal with people traffic, by directing vendors and visitors as they come and ensuring compliance to sign in protocols
• Maintain the integrity of patient records
• Schedule Physician appointments with regard to availability & appropriate timeframes
• Undertake all actions to support a Physician’s clinic visit, including ensuring the completeness of patient records prior to and subsequent to the visit
• Admit and discharge patients, prior to and following, consultation, evaluation and follow-up appointments
• Register new patients in a timely manner and ensure the accuracy of personal and billing details
• Ensure all documentation and correspondence required for the consultation’s appointment is registered
• Create referring doctor records as required
• Follow up on referrals

Qualifications

• A High School Diploma or equivalent
• Demonstrated ability in an administrative role within a busy, customer focused environment, medical preferred
• Handle and resolve urgent matters and time critical medical appointments
• Strong organization and communication skills, with the ability to liaise with both internal and external stakeholders
• Proven experience to work effectively both independently and in a team environment
• Knowledge of patient billing systems and related funding mechanisms
• Ability to use clinical administration systems, as well as Microsoft Office software
• Collaborative approach in working with the wider administration team and other internal customers, in line with the organization values
• Flexible approach to work
• Travel as required to other centers