Patient Services Specialist, Behavioral Health

MONARCH • Raleigh, NC

1d • $17 • Onsite

About The Position

The Patient Services Specialist (PSS) is the first point of contact for patients and visitors in a behavioral health clinic. The role handles front desk operations, scheduling, registration, insurance verification, customer service, and administrative support to provide a positive, patient-centered experience. The PSS supports efficient clinic operations and works with clinical staff to maintain smooth patient flow and high-quality service.

The role is scheduled for 40 hours per week, Monday and Wednesday from 8:00 a.m. to 5:00 p.m. in Fuquay-Varina, Tuesday and Friday from 8:00 a.m. to 5:00 p.m. in Wake Forest, and Thursday from 8:00 a.m. to 5:00 p.m. in Zebulon. The specialist may be asked to support locations outside the primary worksite and may need to work beyond scheduled hours, including after 5:00 p.m., to support patient care and clinic operations.

Monarch Healthcare provides care in communities across North Carolina and Rhode Island for people and families impacted by mental illness, substance use disorders, intellectual and developmental disabilities, and traumatic brain injury. The organization describes its work as providing hope, promoting wellness, and empowering individuals and families. It offers eligible employees a customizable benefits package, with specific benefits tailored to role, employment type, and location.

Requirements

• High school diploma.
• Familiarity with scheduling systems and electronic medical records is required.
• Customer service and empathy with a patient-centered mindset.
• Strong communication skills by phone and in person.
• Ability to multitask and work in a fast-paced environment.
• Attention to detail, especially with insurance and billing data.
• Basic knowledge of medical terminology and EMR systems.

Nice To Haves

• One to two years of experience in healthcare front office or customer service; listed as not required.
• Understanding of insurance verification and billing processes; listed as not required.

Responsibilities

• Greet patients and visitors professionally and warmly, and check patients in and out of appointments.
• Verify patient identity, demographics, and insurance information, and ensure registration and consent forms are completed accurately.
• Schedule, confirm, and reschedule appointments; manage clinical staff calendars; and coordinate referrals and follow-up.
• Answer incoming calls and inquiries, route calls and messages to clinical staff, and provide basic information about procedures, services, and next steps.
• Collect co-pays and outstanding balances, explain patients’ financial responsibilities, verify insurance coverage, and assist with billing questions.
• Maintain and update electronic health records, create and organize patient charts and documentation, and ensure records are accurate, complete, and compliant with HIPAA privacy regulations.
• Serve as a liaison between patients and clinical staff, notify staff of patient arrivals, and support smooth patient flow.
• Address patient concerns or complaints professionally and escalate issues appropriately.
• Collect basic vitals and complete UDS when nursing staff are absent, as needed.
• Support operations at locations outside the primary worksite as needed to meet business and patient care needs.
• Work beyond regularly scheduled hours, including after 5:00 p.m., when needed to support patient care and clinic operations.
• Manage front desk clerical tasks such as filing, faxing, and scanning; maintain and clean the reception and lobby area; and perform other clerical duties as assigned.

Benefits

• Eligible employees may have access to customizable benefits and perks, which may include comprehensive health coverage, retirement plans, and professional development support.
• The company describes its benefits package as comprehensive and competitive and says it supports full-time and part-time team members and their families.
• The company describes opportunities for professional growth and promotion from within.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED