Patient Services Specialist | Nurse Triage Call Center (Day Shift | 9AM – 5PM)

Baylor Scott & White Health•Temple, TX

7d•Remote

About The Position

The Patient Services Specialist (PSS) will join the PAN department as part of the Nurse Triage Call Center team. In this role, the PSS will be responsible for answering incoming calls and assisting patients with their questions and concerns in a professional and supportive manner. This is a remote position; however, required training will be conducted onsite. Training Details: Training is expected to last approximately 4–7 weeks, depending on the employee’s progress. Training will be scheduled ideally 5 days per week, with flexible days and hours to support learning and onboarding needs. Working Hours: Day shift: 9:00 AM – 5:00 PM Scheduled any 4 days per week About Us Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well. Our Core Values are: We serve faithfully by doing what's right with a joyful heart. We never settle by constantly striving for better. We are in it together by supporting one another and those we serve. We make an impact by taking initiative and delivering exceptional experience. Belonging Statement We believe that all people should feel welcomed, valued and supported.

Requirements

High school diploma or GED equivalent.
Less than 1 year of experience.
Good listening, interpersonal and communication (oral and written), and professional, pleasant and respectful telephone etiquette.
Ability to adapt communication style to suit different audiences.
Empathetic listener, sensitive, upbeat, optimistic, articulate, gracious and tactful.
Ability to promptly assess requests by using electronic and paper resource materials and correctly respond to patient inquiries.
Ability to calm upset patients in a composed and professional demeanor.
Excellent data entry, numeric, typing and computer navigational skills, with attention to details.
Comfortable working in a fast paced, constantly changing and stressful environment.

Responsibilities

Answering incoming calls and assisting patients with their questions and concerns in a professional and supportive manner.
Assists with patient duties, including relations, check-in, check-out, scheduling, insurance verification, and answering phones.
Arranges follow-up visits and referral appointments.
Assists with patient registration by collecting and verifying insurance information.
Verifies patient demographics and enters changes into the computer system.
Directs patients to appropriate waiting areas.
Accepts payments for physician/clinic services according to established guidelines.
Posts payments and enters charges into computer utilizing appropriate codes.
Generates daily payment reports and verifies cash drawer against report.
Provides accurate patient, medical, financial or procedural information to patients or approved outside entities.
May be required to discuss financial arrangements with patients.
Receives and directs phone calls.
Assists patients and other visitors.
Responds to routine inquiries concerning practice services, hours of operation, etc.
Ensures any patient complaints are handled appropriately.
Assists with medical records duties as requested.