Patient Service Specialist | Outpatient Radiology | Vanderbilt Imaging Service

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With eight hospitals and over 180 clinics, we are the region’s largest comprehensive academic health system. Vanderbilt Health has a long tradition of providing world‑class care to the people of the Mid‑South, living out our mission of moving medicine forward through preeminent programs in patient care, education and research. Here you’ll find a spirit of collaboration and a supportive community where your expertise is valued, your knowledge expanded and your uniqueness celebrated.

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VIS Admin OHO

Patient Services Specialist (PSS) provides customer service, including telephone etiquette, cash management, scheduling of appointments, processes insurance updates and conducts patient check in/out. The PSS is responsible for maintaining a smooth patient flow. They are the first contact with our patients, therefore, must be extremely courteous, patient, and have a neat appearance. The PSS must be able to always maintain composure and politeness while dealing with patients, and they must also be able to work and interact as part of a team, with the skills to perform multiple tasks simultaneously.

• Greet patients and guests upon arrival. Scan the reception area periodically to ensure that each patient is checked in. If uncertain, verify patient's status. Proactively communicate wait times or delays to patients at the time of check-in. Provide updates to patients regarding revised wait times. Maintain an organized work area and professional appearance.
• Respond to each call with the standard greeting:
  Clinic name or other identifier;
  Your name; answer call within 3 rings. Place caller on hold with permission from caller and for appropriate time frames. Provide complete transfer assistance to all incoming calls when needed. Demonstrate phone service etiquette.
• Listen to patient and direct call to the appropriate person
• Schedule patient appointments with providers
• Follow appropriate steps to forward calls to the answering service at the end of each day
• Take accurate messages with appropriate detail
• Confirm patient appointments
• Pull and prepare patient charts for next-day visits
• Demonstrate on-stage behavior in all setting viewed by patients or visitors
• Demonstrate off-stage behavior expected in all settings when representing VIP
• Initiates message by correctly including the following information:
  Name;
  At least 2 of the correct identifiers (MR#, DOB, SS#);
  Reason for call or inquiry;
  Forwards messages to the appropriate recipient in a timely manner following clinical protocol. Respond to all messages using correct spelling, grammar, and commentary appropriate for medical record documentation.
• Demonstrate ability to identify and proactively assist a patient or visitor. Provide accurate and complete directional assistance independently or using appropriate resources. Schedule, pull, and prepare patient charts for same-day visit.
• Organize and prepare patient records daily (pull patient charts and organize chart for visit);
  Ensure privacy by adhering to sign-in standard format;
  Ensure accurate patient identification by comparing sign-in data to 2 separate identifiers;
  Review display notes for Referral and Central Registration needs;
  Accurately determine which account to use for the visit. See Financial Screening Policy regarding payment responsibilities. Collect co-payments. Document in EMR. Provide receipt. Determine if referral is needed from insurance and is in place for the visit.
• Verify demographic & insurance information via open-ended questions:
  Name-Accuracy and Spelling SSN Address Phone-Work and Home Employer Insurance Information Emergency Contact Information. If insurance has changed, update the registration.
• Scan insurance cards;
  Obtain card(s) from patient or guarantor and scan (if new or not in the chart), using designated device;
  Rank each card as primary, secondary, or tertiary.
• Imprint with correct patient data Release of Information/Assignment of Benefits Clinical Intake…