Assoc Patient Service Spec

Vanderbilt University Medical Center•Nashville, TN

About The Position

The Associate Patient Service Specialist provides service to patients before, during, or after appointments with regular guidance. The role helps facilitate efficient workflow, supports appropriate use of technology, and communicates effectively. It includes patient check-in and check-out, reception-area support, appointment scheduling, insurance verification, registration, payment collection, and completion of required patient forms. The specialist also responds to service concerns with guidance and helps ensure that minors and incapacitated adults are protected and represented in accordance with Vanderbilt Medical Center policies and legal guidelines. Additional duties may be assigned.

Requirements

High school diploma or GED.
Less than one year of experience.
Basic customer-service capability, including sensitivity and responsiveness to customer needs.
Fundamental awareness of patient scheduling, including knowledge of VAS and EPIC decision trees.
Fundamental awareness of patient documentation and applicable legal guidelines.
Fundamental awareness of medical terminology and documentation in an office or surgical setting.

Responsibilities

Conduct patient check-in and check-out.
Manage and maintain the reception area and welcome tablets, supporting patients’ MHAV engagement.
Schedule appointments through clinical communication or direct requests and communicate scheduling information effectively to patients.
Provide excellent customer service and support service recovery through de-escalation with guidance.
Obtain and load insurance coverage, verify coverage, resolve RTE errors, and use payor verification websites to support appropriate billing.
Generate accurate registrations efficiently and collect payments due at the time of service to meet collection metrics.
Ensure HIPAA, consent, and billing forms are provided to patients and meet established benchmarks.
Interpret patient situations involving minors or incapacitated adults to ensure patients are protected and represented according to VUMC policies and legal guidelines.