Patient Service Coordinator

Vanderbilt University Medical Center•Franklin, TN

15h•Onsite

About The Position

Vanderbilt University Medical Center (VUMC) is a leading institution in Nashville, Tennessee, dedicated to advancing health and wellness through patient care, education, and research. The Patient Services Specialist (PSS) role is crucial for providing excellent customer service, managing appointments, processing insurance information, and ensuring a smooth patient check-in and check-out process. As the first point of contact for patients, the PSS must be courteous, patient, maintain a professional appearance, and possess the ability to remain composed and polite while multitasking in a team environment.

Requirements

High School Diploma or GED (or equivalent experience)
3 years in an office setting
At least one year in a medical setting
Experience Level: 2 years
Relevant Work Experience

Nice To Haves

Provides guidance to entry level co-workers.

Responsibilities

Greet patients and guests upon arrival and scan the reception area to ensure each patient is checked in.
Proactively communicate wait times or delays to patients and provide updates on revised wait times.
Maintain an organized work area and professional appearance.
Respond to calls within 3 rings using the standard greeting, place callers on hold with permission, and provide complete transfer assistance.
Demonstrate phone service etiquette, listen to patients, and direct calls appropriately.
Schedule patient appointments with providers and follow procedures for forwarding calls to the answering service at the end of each day.
Take accurate messages with appropriate detail.
Confirm patient appointments and pull/prepare patient charts for upcoming visits.
Demonstrate appropriate on-stage and off-stage behavior when representing the organization.
Initiate messages with correct patient information, reason for call, and forward messages in a timely manner.
Respond to messages using correct spelling, grammar, and appropriate commentary for medical records.
Identify and proactively assist patients or visitors, providing accurate directional assistance.
Schedule, pull, and prepare patient charts for same-day visits.
Organize and prepare patient records daily, ensuring privacy and accurate patient identification.
Review display notes for referral and central registration needs.
Accurately determine the correct account to use for a visit and collect co-payments.
Document patient information in the EMR and provide receipts.
Determine if a referral is needed from insurance and if it is in place for the visit.
Verify demographic and insurance information using open-ended questions and update registration if insurance has changed.
Scan insurance cards, rank them by priority (primary, secondary, tertiary), and imprint with correct patient data.
Handle Release of Information/Assignment of Benefits and Clinical Intake Screening or History Forms.
Maintain an orderly appearance of the reception area and ensure accountability for each patient check-in.
Manage reception area disruptions.
File lab slips, X-Ray reports, consult letters, and other correspondence in patient charts.
Respond accurately to Frequently Asked Questions.
Collect encounter forms and verify accuracy and completeness, including date of service, encounter/billing numbers, physician name, clinic location code, CPT codes, ICD-10 codes, and referring provider.
Collect self-pay balances per clinic policy, verify credit balances before collecting co-pays, and post professional charges.
Reconcile charge batches, balance cash collections, reconcile cash discrepancies, prepare deposits, and reconcile petty cash.
Prepare outside medical records for access during patient visits by creating visit folders or scanning in advance.
Prepare paper patient charts for storage or consolidation.
Respond to patient or other requests for medical record copies.
Schedule incoming patient and referring MD appointment requests according to clinic standards.
Schedule tests, procedures, and outgoing referral MD appointment requests according to clinic standards.