Patient Services Specialist

Patient Services Specialist

Job Summary:

The Patient Services Specialist (PSS) uses their experience and knowledge to appropriately triage scheduling and clerical duties. This individual will have the technical knowledge to properly schedule appointments, maintain patient records, and perform clerical tasks. Their work allows the physicians and clinical staff to devote their time to patient care that requires specialized knowledge. As the PSS, this position is responsible for performing a variety of secretarial and clerical responsibilities in support of the physicians and other members of the clinic.

Multitasking abilities and attention to detail with little room for error is a must. This description incorporates full time, part time and PRN PSS roles.

• Gather pre‑admission information from hospital, patient or family member on scheduled patients before initial and/or follow‑up visit.
• Obtain financial updates, document in the billing system, complete forms and obtain signatures as “alerts” request. Ensure patient documents are completely filled out and signed.
• Obtain, verify, and update patient information and provide support services to patients and medical staff.
• Locate path reports, outside medical records, radiology reports and retrieve if necessary for the position.
• Refer patients to financial counselors when alerted by billing system or if the patient has billing questions.
• Contact the social worker for assistance with patient needs such as lodging, transportation, medication request, or any type of social worker request.
• Forward any medical records requests to centralized medical records department.
• Schedule referring and future physician appointments as requested by physician, sending required records for the referring appointments.
• Ensure patient’s initial appointments/schedules are up to date and in the computer.
• Investigate all “no shows,” clearly document reasons and make appropriate follow‑up.
• Reschedule any cancelled appointments, ensuring all patients have follow‑up.
• Maintain daily written or electronic documentation of completed work to provide data for monthly reports.
• Conduct daily research of expired patient information, update EMR or billing systems, and notify physician and medical records if required.
• Greet, screen, schedule and direct patients, ensuring they are queued as arrived for services and advising nurses and radiation therapist of their arrival.
• Prepare and process correspondence, answer routine medical inquiries and draft letters.
• Serve as the custodian of the front office multifunction device.
• Prepare and mail new patient packets with the CARTI booklet to new patients.
• Cross‑train and learn other clinics.
• Process EMR messages and worklist queues.

Travel to satellite centers as required.

None.

• High school graduate or GED.
• Associate degree in business administration or a secretarial program a plus.
• Current valid Arkansas Driver’s license.
Experience, Knowledge, Skills, and Abilities
• Minimum of 1 year of customer service work experience required; medical office setting skills preferred.
• Competent in EMR systems preferred.
• Strong knowledge of medical terminology and office procedures.
• Excellent computer and other basic office equipment skills.
• Knowledge of grammar, spelling, and punctuation.
• Skilled in time management and organization.
• Ability to read, understand, and follow oral and instructions.
• Ability to communicate clearly and concisely.
• Ability to establish and maintain effective working relationships with patients, team members, and the public.
Reasoning Ability
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, or scheduled form.
Interpersonal Skills
• Must interact and communicate both verbally and in written form.
• Must interact and exchange information regarding patients with physicians and other departmental personnel, and outside agencies on a frequent basis while respecting the confidentiality of patient…