Patient Service Specialist

Concentra•Des Moines, IA

About The Position

The Patient Service Specialist performs complex administrative duties to support patient care, including patient registration and scheduling, customer service, and management of a multi-line phone system. The role requires general knowledge of various systems and procedures and helps ensure that patients receive quality clinical care and a welcoming, respectful experience. The specialist may also perform certain medical assistant duties, such as breath alcohol testing, drug screening, and TB skin test reads, when assigned or approved by medical leadership. The role requires ongoing discretion and secure management of confidential and critical information. Duties and responsibilities may change at any time, with or without notice.

Requirements

High school diploma or GED.
6 months to 1 year of job-related experience.
Outstanding customer service skills and the ability to interact with people tactfully and professionally.
Ability to handle sensitive and confidential information, including HIPAA and PHI, in accordance with applicable laws and company policies.
Effective communication and interaction with employers, patients, providers, and other employees.
Ability to maintain working relationships with employees at all levels.
Intermediate knowledge of Microsoft Office applications such as Word, Excel, and Outlook, and ability to enter data into various systems and applications.
Ability to perform all aspects of front office operations.
Ability to make decisions and solve problems logically by identifying key facts, exploring alternatives, and proposing quality solutions.
Drive to achieve or exceed established service standards.
Concentra core competencies: service mentality, attention to detail, sense of urgency, initiative, and flexibility.

Nice To Haves

Working knowledge of state-specific occupational medicine requirements.

Responsibilities

Greet patients and visitors, communicate wait times, and direct patients accordingly.
Obtain authorization as needed to process patients for services.
Check patients in and out using the appropriate patient management system; distribute records as appropriate.
Explain required forms to patients and ensure all paperwork is properly completed.
Answer incoming telephone calls and direct callers appropriately.
Contact patients about appointment reminders, rescheduling, or cancellations.
File paperwork, medical records, and correspondence.
Maintain inventory of office supplies and printed forms.
Manage distribution of paperwork to outside parties, including non-injury and custody and control forms.
Follow HIPAA guidelines and safety rules.
Attend center staff meetings and participate in initial and ongoing training as required.
Process patient referrals, including accurate checkout, paperwork processing, patient education, and communication with the Client Support Group.
Assist the Center Operations Director or another leader with daily administrative functions.
Help maintain a neat, clean, and orderly facility.
Use the employer reporting tool to scan and distribute employer results and paperwork.
Review clinician transcriptions and enter applicable charges using the internal charge entry system.
Perform assigned or approved medical assistant duties, such as breath alcohol tests, drug screens, and TB skin test reads.