Patient Services Specialist

Overview

Patient Services Specialist (Healthcare)

The Patient Services Specialist (PSS) uses their experience and knowledge to triage scheduling and clerical duties. This role schedules appointments, maintains patient records, and performs clerical tasks to support physicians and clinical staff. The position may be full time, part time, or PRN.

• Gather pre-admission information from the hospital, patient, or family for scheduled patients before initial and/or follow-up visits.
• Obtain financial updates, document in the billing system, complete forms, and obtain signatures as required. Ensure patient documents are completely filled out and signed.
• Obtain, verify, and update patient information; provide support services to patients and medical staff.
• Locate path reports, outside medical records, radiology reports and retrieve as necessary.
• Refer patients to financial counselors when alerted by the billing system or if the patient has billing questions.
• Contact the social worker for assistance with patient needs (lodging, transportation, medication requests, or other social work needs).
• Forward medical records requests to the centralized medical records department.
• Schedule referring and future physician appointments as requested; send required records for referring appointments.
• Ensure patients’ initial appointments/schedules are up to date in the computer.
• Investigate no-shows, document reasons, and follow up accordingly; reschedule cancelled appointments ensuring follow-up.
• Maintain daily written or electronic documentation for monthly reporting.
• Conduct daily review of expired patient information and update EMR or billing systems; notify physician and medical records as needed.
• Greet, screen, schedule, and direct patients; manage queue upon arrival and notify nurses and therapists as appropriate.
• Prepare and process correspondence; answer routine medical inquiries and draft letters.
• Serve as custodian of front-office multi-function device.
• Prepare and mail new patient packets with 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 diploma or GED.
• Associate degree in business administration or a secretarial program is a plus.
• Current valid Arkansas driver’s license.

• 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 basic office equipment skills; knowledge of grammar, spelling, and punctuation.
• Time management and organizational skills; ability to read, understand, and follow oral and written instructions.
• Clear and concise communication; ability to establish and maintain effective working relationships with patients, team members, and the public.

• Ability to solve practical problems and interpret a variety of instructions furnished in written, oral, or schedule form.

• Must interact verbally and in writing; exchange information with physicians, departmental personnel, and outside agencies while respecting patient confidentiality.

Regularly required to talk or hear; stand, walk, sit; use hands to handle or feel objects; reach with arms; close vision and ability to adjust focus.

Potential exposure to infectious diseases; colleagues are offered vaccinations and safety training.

This description outlines essential and supplemental duties and requirements. It is not an exhaustive list; management may assign additional duties. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.

This position is a Safety Sensitive Position. The essential functions and requirements require the ability to maintain constant alertness in a safe manner.