Patient Services Specialist

POSITION TITLE:

Patient Services Specialist

DEPARTMENT:
Patient Services

NATURE OF POSITION:
The Patient Services Specialist will ensure accurate, timely and proper check-in and check-out procedures. This position should have knowledge and understanding of the proper procedures for checking patients in, checking patients out, verifying insurance, completing demographics, and scheduling patients for initial and follow-up visits. This position is an integral part of the healthcare team and must be knowledgeable of clinic procedures.

In addition, he/she will maintain patient confidentiality and abide by Central Oklahoma Family Medical Centers’ policies and procedures.

• High School graduate or equivalent required
• Must be at least 18 years of age
• Medical/Dental office experience preferred
• Customer service experience required
• Ability to work and communicate with a multidisciplinary healthcare team and the public
• Basic computer skills required
• Phone etiquette
• Must be able to sit, stand, walk, bend, and/or lift for extended periods of time

• Check in/out patients for appointments and collect copays and account balances, if applicable
• Enter sliding fee information, if applicable
• Look up and schedule, reschedule, or cancel appointments for patients
• Post daily payments collected during the day
• Process credit card payments
• Schedule and process appointments
• Answer the phone and direct calls as appropriate
• Maintain provider schedules by making proper appointments
• Participate in agency-sponsored staff training events (safety, OSHA, etc.)
• Protect patient confidentiality and records by complying with the clinic’s Patient Confidentiality and HIPAA policies and procedures
• Provide guidance as needed to departmental employees regarding clinic policies and procedures
• Keep workspace neat and organized
• Maintain a professional demeanor
• Exhibit a positive attitude and commitment to the basic mission of the organization
• Show caring qualities consistent with the values of a community health center
• Show awareness of cultural factors and competence in reducing barriers to the provision of health care services
• Address patient complaints as outlined in patient complaint resolution
• Complete and submit all department specific reporting timely as requested
• Assist in training Patient Services Specialists within designated location(s)
• Maintain schedules for Patient Services Specialists, responsible for approving/reviewing time‑off requests
• Must be available to work at various locations
• Perform other duties as assigned

• Exhibit enthusiasm, a positive attitude, and professionalism in the workplace
• Handle personal conflict and work through it at the lowest possible level (first with party/parties involved, then if necessary, with 3rd party mediation)
• Be friendly and easy to approach
• Be neat, clean, well‑groomed, and dress in accordance to the dress code policy
• Leave personal problems out of the workplace
• Treat all coworkers with dignity and respect
• Abstain from gossip in the workplace
• Arrive on time and work through designated hours
• Complete tasks effectively, accurately, and on time
• Demonstrate little or no absenteeism/follow leave guidelines
• Follow designated line of support
• Be flexible, able and willing to respond to unusual job‑related demands
• Manage time well
• Recognize and assist others in the work of the department, even if the work may be outside of regular duties
• Share equally in the workload of the department
• Work cooperatively with all team members and departments
• Work independently, requesting assistance from supervisor only as needed
• Abstain from criticizing COFMC, colleagues, and supervisors
• Demonstrate loyalty to COFMC, colleagues, and supervisors
• Demonstrate support of the mission and vision of COFMC
• Accept and participate in cross training
• Take initiative to identify skill development needs
• Commitment to the mission of COFMC