Patient Service Coordinator

Vanderbilt University Medical Center•Franklin, TN

2d•Onsite

About The Position

Vanderbilt University Medical Center (VUMC) is seeking a Patient Service Specialist (PSS) to provide excellent customer service. This role involves managing patient check-in/check-out, scheduling appointments, processing insurance updates, and ensuring smooth patient flow. The PSS is the first point of contact for patients and must be courteous, patient, and professional, maintaining composure and politeness at all times. The ability to work collaboratively as part of a team and perform multiple tasks simultaneously is essential. VUMC is dedicated to an environment where everyone can thrive, valuing uniqueness and fostering a sense of purpose among its employees.

Requirements

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

Nice To Haves

Demonstrates basic knowledge of conditions that affect safety and reports unsafe conditions to the appropriate person or department.
Willingly proposes/accepts ideas or initiatives that will impact day-to-day operations by offering suggestions to enhance them.
Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action.
Embraces changes by keeping an open mind to changing plans and incorporates change instructions into own area of work.

Responsibilities

Greet patients and guests upon arrival and scan the reception area to ensure each patient is checked in.
Verify patient status and proactively communicate wait times or delays to patients, providing 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 appropriate steps to forward 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 visits.
Demonstrate on-stage and off-stage behavior as expected when representing VIP.
Initiate messages with correct information (Name, 2 identifiers, Reason for call) and forward them to the appropriate recipient in a timely manner.
Respond to all messages using correct spelling, grammar, and appropriate commentary for medical record documentation.
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 which account to use for the visit and see Financial Screening Policy regarding payment responsibilities.
Collect co-payments, document in EMR, and provide receipts.
Determine if a referral is needed from insurance and 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 primary, secondary, or tertiary, and imprint with correct patient data.
Manage Release of Information/Assignment of Benefits, Clinical Intake Screening, or History Forms.
Maintain an orderly appearance of the reception area, ensure accountability of each patient check-in, and manage reception area disruptions.
File lab slips, X-Ray reports, consult letters, and all other correspondence in patient charts.
Respond accurately to Frequently Asked Questions.
Collect encounter forms and verify accuracy and completeness.
Collect self-pay balances per clinic policy and verify credit balances before collecting co-pays.
Post professional charges.
Work with the Office Manager to reconcile charge batches, balance cash collections, reconcile cash discrepancies, prepare deposits, and take them to the central depository or bank daily.
Reconcile petty cash and submit to the central depository daily.
Prepare Outside Medical Records for access during patient visits, either by creating a visit folder or scanning in advance.
Prepare paper patient charts for storage or consolidation with the main medical record.
Respond to patient or other requests for medical record copies.
Schedule Incoming Patient & Referring MD Appointment Requests according to clinic standards.
Schedule Tests, Procedures & Outgoing Referral MD Appointment Requests according to clinic standards.