Patient Service Specialist

Concentra•Urbandale, IA

About The Position

The Patient Service Specialist performs complex administrative duties, 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 each patient receives quality clinical care and a welcoming, respectful experience. The position may also perform certain medical assistant duties, as assigned or approved by medical leadership. 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.
Ability to make decisions or solve problems using logic to identify key facts, explore alternatives, and propose quality solutions.
Outstanding customer service skills and the ability to deal 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.
Excellent customer service skills.
Intermediate knowledge of Microsoft Office, including Word, Excel, and Outlook, and experience entering data into various systems or applications.
Ability to perform all aspects of front office operations.
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 to patients and direct them accordingly.
Obtain authorization, as needed, to process patients for services.
Check in patients using the appropriate patient management system.
Explain required forms to patients and ensure paperwork is completed properly.
Answer incoming telephone calls and direct callers accordingly.
Contact patients about appointment reminders, rescheduling, or cancellations.
Check out patients in the appropriate patient management system and distribute records.
File paperwork, medical records, and correspondence.
Maintain inventory of office supplies and printed forms.
Manage dissemination of paperwork to outside parties, including non-injury, 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 through the internal charge entry system.
Perform certain medical assistant duties, such as breath alcohol tests, drug screens, and TB skin test reads, as assigned or approved by medical leadership.