Patient Service Specialist

Vanderbilt University Medical Center

About The Position

The Patient Service Specialist works directly with patients and their families to address questions, complaints, comments, and suggestions, and advocates for patients in resolving concerns. The role supports clinic operations through patient reception, telephone communication, appointment scheduling, registration, medical-record preparation, billing and payment tasks, and coordination of referrals and tests. It also requires maintaining patient privacy, accurate documentation, an orderly reception area, and professional service to patients, visitors, and colleagues.

Requirements

At least 2 years of relevant work experience.
High school diploma or GED.
Ability to communicate clearly and courteously with patients, families, colleagues, and callers.
Ability to handle patient information accurately and follow privacy, registration, clinical, and documentation procedures.
Ability to schedule appointments, prepare records, and perform registration and payment-related tasks.

Responsibilities

Greet patients and guests, monitor the reception area, verify check-in status, communicate wait times and delays, and maintain an organized work area and professional appearance.
Answer calls using the clinic’s standard greeting, answer within three rings, use appropriate hold and transfer procedures, direct calls to the appropriate person, and forward calls to the answering service at the end of the day.
Take accurate, detailed messages and forward them promptly to the appropriate recipient in accordance with clinical protocols, using correct spelling, grammar, and medical-record documentation practices.
Schedule and confirm patient appointments, including appointments for patients, referring physicians, tests, procedures, and outgoing referrals, according to clinic standards.
Prepare patient charts and records for same-day and next-day visits, organize records, file correspondence, prepare outside medical records, and prepare paper charts for storage or consolidation.
Assist patients and visitors with directions and questions, provide accurate information, and manage reception-area disruptions.
Maintain patient privacy and accurate identification by following sign-in standards and comparing patient information with two identifiers.
Review registration and referral notes, determine the correct account for a visit, establish whether an insurance referral is required and in place, collect co-payments, document in EPIC, and provide receipts.
Verify and update demographic and insurance information, scan insurance cards, and rank coverage as primary, secondary, or tertiary.
Imprint patient information on release-of-information, assignment-of-benefits, and clinical intake or history forms.
Collect and verify encounter forms for completeness and accuracy, including service date, encounter and billing numbers, physician information, clinic location, procedure and diagnosis codes, and referring-provider information when applicable.
Collect self-pay balances according to clinic policy, check for account credit balances before collecting co-payments, and post professional charges.
Work with the Office Manager to reconcile charge batches and cash collections, address cash discrepancies, prepare and deliver daily deposits, and reconcile petty cash.
Respond to requests for copies of medical records.
Provide guidance to entry-level coworkers and contribute to effective team interactions.