Patient Service Specialist PRN

Vanderbilt University Medical Center•Nashville, TN

20h•Onsite

About The Position

Vanderbilt University Medical Center (VUMC) is seeking a Patient Services Specialist (PSS) to provide excellent customer service. This role involves managing telephone etiquette, cash handling, appointment scheduling, processing insurance updates, and patient check-in/check-out. The PSS is crucial for ensuring a smooth patient flow and serves as the first point of contact for patients. Therefore, the ideal candidate must be courteous, patient, maintain a neat appearance, and always remain composed and polite, even when dealing with challenging situations. The ability to work collaboratively as part of a team and perform multiple tasks simultaneously is essential.

Requirements

High School Diploma or GED
1 year of relevant work experience
Experience Level: 1 year

Nice To Haves

Customer service skills
Telephone etiquette
Cash management skills
Appointment scheduling skills
Insurance updates processing skills
Patient check-in/check-out skills
Ability to maintain composure and politeness
Ability to work and interact as part of a team
Skills to perform multiple tasks simultaneously
On-stage behavior
Off-stage behavior
Ability to identify and proactively assist a patient or visitor
Ability to provide accurate and complete directional assistance independently or using appropriate resources
Knowledge of EPIC
Knowledge of Financial Screening Policy
Knowledge of Medical Records processes
Ability to reconcile charge batches
Ability to balance cash collections
Ability to reconcile cash discrepancies
Ability to prepare deposit
Ability to reconcile petty cash

Responsibilities

Greet patients and guests upon arrival.
Scan the reception area periodically to ensure that each patient is checked in.
Verify patient's status if uncertain.
Proactively communicate wait times or delays to patients at the time of check-in.
Provide updates to patients regarding revised wait times.
Maintain an organized work area and professional appearance.
Respond to each call with the standard greeting: Clinic name or other identifier; Your name; answer call within 3 rings.
Place caller on hold with permission from caller and for appropriate time frames.
Provide complete transfer assistance to all incoming calls when needed.
Demonstrate phone service etiquette.
Demonstrate on-stage behavior in all settings viewed by patients or visitors.
Demonstrate off-stage behavior expected in all settings when representing VPA.
Initiates message by correctly including the following information: Name; At least 2 of the correct identifiers (MR#, DOB, SS#); Reason for call or inquiry; Forwards messages to the appropriate recipient in a timely manner following clinical protocol.
Respond to all messages using correct spelling, grammar, and commentary appropriate for medical record documentation.
Demonstrate ability to identify and proactively assist a patient or visitor.
Provide accurate and complete directional assistance independently or using appropriate resources.
Schedule, pull, and prepare patient charts for same-day visit.
Organize and prepare patient records daily (pull patient charts and organize chart for visit).
Ensure privacy by adhering to sign-in standard format.
Ensure accurate patient identification by comparing sign-in data to 2 separate identifiers.
Review "display notes" for Referral and Central Registration needs.
Accurately determine which account to use for the visit.
Collect co-payments.
Document in EPIC.
Provide receipt.
Determine if referral is needed from insurance and is in place for the visit.
Verify demographic & insurance information via open-ended questions: Name-Accuracy and Spelling SSN Address Phone-Work and Home Employer Insurance Information Emergency Contact Information.
If insurance has changed, update the registration.
Scan insurance cards; Obtain card(s) from patient or guarantor and scan (if new or not in the chart), using designated device.
Rank each card as primary, secondary, or tertiary.
Imprint with correct patient data.
Release of Information/Assignment of Benefits.
Clinical Intake Screening or History Forms.
Maintain orderly appearance of reception area.
Ensure method for accountability of each patient check-in.
Proactively communicate with patients about delays.
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- Date of service; Encounter # and billing #; Attending Physician's name and number; Clinic location code; CPT codes and modifiers; ICD-10 codes; Referring provider for new patients when consultation charge is marked.
Collect self-pay balances per clinic policy.
Verify whether patient’s account shows a credit balance prior to collecting any co-pays.
Post professional charges.
Work with Office Manager to reconcile charge batches, balance cash collections to Use Batch Report daily, reconcile cash discrepancies, prepare deposit and take to central depository or bank (daily), and reconcile petty cash and submit to central depository (daily).
Complete Medical Records processes; prepare Outside Medical Records for access during patient visit, either by creating a visit folder for the hard copies or scanning in advance of the visit.
Prepare paper patient charts for storage or consolidation with the main medical record.
Respond to patient or other requests for medical record copies.
Incoming Patient & Referring MD Appointment Requests are scheduled according to clinic standards.
Tests, Procedures & Outgoing Referral MD Appointment Requests are scheduled according to clinic standards.