Patient Service Specialist | Outpatient Radiology | Vanderbilt Imaging Services

Vanderbilt University Medical Center•Franklin, TN

12d•Onsite

About The Position

The Patient Service Specialist (PSS) serves as the first point of contact for patients and visitors, delivering an exceptional, patient-centered experience across all interactions. This role supports front-end operations including registration, scheduling, financial clearance, and communication, while ensuring accuracy, efficiency, and compliance with healthcare standards. The PSS plays a critical role in maintaining patient flow, optimizing access to care, and supporting revenue cycle processes. Success in this role requires strong communication skills, emotional intelligence, attention to detail, and the ability to multitask in a fast-paced clinical environment.

Requirements

High School Diploma or GED (or equivalent experience)
Minimum 3 years of administrative or customer service experience
At least 1 year in a healthcare or medical office setting preferred
Customer Service Excellence
Communication & Active Listening
Attention to Detail & Accuracy
Multitasking & Time Management
Emotional Intelligence & Professionalism
Problem-Solving & Critical Thinking
Teamwork & Collaboration
Ability to perform medium work (lift up to 50 lbs occasionally, 20 lbs frequently)
Frequent use of hands for typing, scanning, and handling documents
Ability to sit, stand, and move throughout the workday as needed
Maintain confidentiality in accordance with HIPAA and organizational policies
Adhere to all infection prevention, safety, and compliance protocols
Demonstrate a commitment to continuous learning and process improvement
Represent the organization with professionalism both on-stage (patient-facing) and off-stage
2 years relevant work experience
High School Diploma or GED

Nice To Haves

At least 1 year in a healthcare or medical office setting

Responsibilities

Welcome patients and visitors with a professional, courteous, and empathetic approach
Manage patient check-in/out processes efficiently while ensuring accurate identification using two identifiers
Proactively communicate wait times, delays, and updates to patients
Maintain a clean, organized, and patient-ready reception area
Demonstrate professionalism and service excellence in all patient-facing interactions
Schedule, confirm, and modify patient appointments in alignment with clinic protocols
Coordinate referrals, diagnostic testing, and follow-up visits
Ensure appointments are appropriately linked to provider schedules and patient needs
Support same-day scheduling and urgent patient requests when appropriate
Answer incoming calls promptly using established service standards
Route calls appropriately and document accurate, detailed messages in the EMR
Manage call transfers and escalation pathways effectively
Provide clear, accurate information and support to patients, providers, and care teams
Verify and update patient demographic and insurance information using open-ended questioning techniques
Scan, review, and validate insurance cards, ensuring accurate payer hierarchy (primary/secondary/tertiary)
Identify referral, authorization, and financial clearance requirements prior to service
Collect co-pays, deductibles, and outstanding balances in accordance with policy
Provide receipts and ensure accurate documentation of all financial transactions
Collect payments from self-pay patients and patient coinsurance balances in accordance with organizational policy
Maintain accountability of assigned cash drawer and ensure accurate tracking of all transactions
Reconcile daily cash collections and resolve discrepancies in a timely manner
Meet or exceed established front-end collection performance metrics
Prepare and secure daily deposits in accordance with organizational procedures
Collaborate with leadership to ensure compliance with financial controls and audit standards
Prepare patient charts and records for upcoming visits (electronic and/or paper workflows)
Scan and index clinical and administrative documents into the EMR
Process requests for medical records in compliance with privacy regulations
Ensure all documentation is accurate, complete, and aligned with clinical and billing requirements
Partner effectively with clinical staff, leadership, and support teams to ensure seamless operations
Support workflow improvements and contribute to operational efficiency initiatives
Demonstrate adaptability and accountability in a dynamic healthcare environment
Uphold organizational values, service standards, and compliance requirements
Maintain confidentiality in accordance with HIPAA and organizational policies
Adhere to all infection prevention, safety, and compliance protocols
Demonstrate a commitment to continuous learning and process improvement
Represent the organization with professionalism both on-stage (patient-facing) and off-stage