Associate Patient Service Specialist - Women's Health Clinic

Vanderbilt University Medical Center•Lebanon, TN

About The Position

The Associate Patient Service Specialist provides service to patients before, during, or after appointments with regular guidance. The role supports efficient clinic workflow, appropriate use of technology, and effective communication in Vanderbilt Women’s Health, which provides comprehensive patient-centered care across the lifespan through a multidisciplinary team and an integrated healthcare system. The position handles patient check-in and check-out, appointment scheduling, insurance verification, registration, payment collection, and required documentation. It also supports the reception area and welcome tablets, promotes patient engagement with MHAV, and provides customer service, including guided service recovery and de-escalation. The specialist helps ensure patients are protected and appropriately represented in situations involving minors or incapacitated adults, in accordance with VUMC policies and legal guidelines. Work is performed through established processes, with regular guidance, and additional duties may be assigned.

Requirements

High school diploma or GED.
Less than one year of relevant work experience.
Basic customer service capability.
Fundamental awareness of patient scheduling, including 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, and impact patient MHAV engagement.
Schedule appointments through clinical communication or direct requests and communicate effectively with patients.
Provide excellent customer service and recover service through de-escalation with guidance.
Obtain and load insurance coverage, verify coverage, and resolve RTE errors to support appropriate billing, using payor verification websites.
Generate accurate registrations efficiently and collect payments due at the time of service to meet collection metrics.
Ensure compliance with HIPAA, consent, and billing forms and meet established benchmarks for those forms.
Interpret patient situations involving minors or incapacitated adults to ensure patients are protected and represented within VUMC policies and legal guidelines.
Complete additional duties as assigned.