Patient Service Specialist Cambridge - Medical & Dental

Office Based Patient Service Specialist (PSS)

The Patient Services Specialist (PSS) is part of a cross-trained team that performs the following processes necessary for efficient operational function of a health center: pre-registration, registration, appointment confirmation, scheduling, and answer inbound phone calls. The position is responsible for greeting the patient and providing quality customer service. Receives co-payments and gives appropriate receipts to patients, and records payments in practice management system.

Verifies insurance information, assists with enrollment in sliding fee and other benefit products. Scans patient related documents to electronic health record (EHR). This is a non-exempt, full-time position in pay grade 1 with the pay range of $16.17 - $19.41. The Patient Service Specialist reports directly to the Practice Manager and/or Operations Director.

• Must be proficient with technology and computer skills including Microsoft software.
• Must have basic math skills.
• The ability to handle cash and accurately complete bank deposit slips.
• Medical or dental terminology a plus.

• High school diploma or equivalent
• Previous customer service experience
• Preferred experience in various medical settings to include medical, dental, or behavioral health.

• Primarily office-based work
• Travel to various sites required

• Commitment To Service
• Respect
• Quality
• Teamwork
• Patient Focus
• Integrity
• Accountability
• Caring & Compassion
• Professionalism
• Listening & Responding
• Safety
• AIDET

• Empathetic Outlook
  - The ability to perceive and understand the feelings and attitudes of others; the ability to place oneself in the shoes of another and to view a situation from their perspective.
• Attention to Detail
  - The ability to process detailed information effectively and consistently.
• Problem Solving
  - Identifies and analyzes problems weighing the relevance and accuracy of available information. Generates and evaluates alternative solutions and makes effective and timely decisions.
• Communicates Effectively
  - Developing and delivering multi-mode communication that conveys a clear understanding of the unique needs of different audiences.
• Values And Ethics
  - Serving with integrity and respect in personal and organizational practices. Ensuring decisions and transactions are transparent and fair.
• Time Management
  - The ability to effectively manage one’s time and resources to ensure that work is completed efficiently.

Choptank Community Health System (CCHS) is committed to creating a safe and open healthcare environment that improves health outcomes and values and respects the unique experiences and perspectives of both patients and staff by:

• Prioritizing access for all individuals;
• Offering ongoing training for staff to promote health awareness, preventive measures and early detection for the varied patient population on the Eastern Shore;
• Actively engaging with patients, families and staff;
• Fostering a workplace culture in which everyone is treated with dignity.

• Customer Service
  • Greets patients in a professional manner as they enter the health center.
  • Demonstrates AIDET with all patients, guests, and staff interactions.
  • Consistently answers calls within 3rd ring.
  • Always follows established procedures for handling patient calls and visits.
  • Communicates with patients in a professional manner on the telephone.
• Notifies Triage Registered Nurse of all emergent patient phone calls as per triage policy.
  • Adheres to and models CCHS Standards of Behavior
  • Works with the clinical staff to coordinate patient flow
  • Keeps patients informed of wait times.
  • Addresses patient…