PSS - FMC

BOONE MEMORIAL HOSPITAL INC•Madison, WV

About The Position

The Patient Service Specialist (PSS) provides administrative, clerical, and customer service support in an outpatient clinical setting at Boone Memorial Health. The role is a primary point of contact for patients, visitors, and healthcare providers, helping ensure a welcoming, professional, and efficient patient experience. The PSS coordinates patient registration, appointment scheduling, medical records, insurance information, and other front-office operations in support of quality patient care. The position requires strong communication, organizational, and customer service skills, as well as the ability to manage multiple responsibilities while protecting patient confidentiality and complying with HIPAA regulations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Supervisory responsibilities: none. No travel is expected. Duties and responsibilities may change based on organizational needs.

Requirements

High school diploma or equivalent.
Excellent verbal and written communication skills.
Strong interpersonal and customer service skills, including the ability to interact professionally with patients, visitors, providers, and coworkers.
Excellent organizational skills and attention to detail.
Strong time-management skills and the ability to manage multiple priorities in a fast-paced clinical environment.
Strong analytical, critical-thinking, and problem-solving abilities.
Ability to prioritize responsibilities and manage competing demands effectively.
Proficiency in Microsoft Office Suite and the ability to learn and use electronic health records and other healthcare-related software.
Ability to maintain patient confidentiality and demonstrate professionalism at all times.

Nice To Haves

One or more years of customer service or patient registration experience in a healthcare setting.
Experience with patient registration, scheduling, insurance verification, or electronic health record systems.

Responsibilities

Greet and professionally assist patients, visitors, providers, and staff in person and over the telephone.
Register patients according to established policies and procedures.
Help patients complete required forms, documentation, and medical insurance information.
Verify and maintain accurate patient demographic, registration, and billing information.
Explain office procedures, policies, and registration requirements to patients.
Maintain, update, and manage patient records accurately and confidentially.
Coordinate patient flow so appointments are handled efficiently and on time.
Answer incoming calls, direct inquiries, and transfer calls to appropriate departments or personnel.
Schedule patient appointments to support provider availability, patient satisfaction, and efficient use of examination and treatment rooms.
Prepare and maintain providers’ daily appointment schedules.
Obtain outside medical records, reports, and documentation requested by healthcare providers.
Collect patient co-payments, balances, and other applicable payments according to established procedures.
Prepare and submit required reports and statistics.
Respond to information requests and communicate with patients, providers, and other departments as needed.
Process and distribute incoming and outgoing mail and correspondence.
Monitor office supplies and maintain adequate inventory.
Coordinate equipment maintenance and repair requests as needed.
Maintain a clean, organized, and professional reception and waiting area.
Perform general clerical and administrative duties supporting daily clinical operations.
Protect patient confidentiality and comply with HIPAA regulations and organizational policies.
Perform other duties and responsibilities as assigned.