Patient Services Specialist

University of Utah Health•Salt Lake City, UT

13d

About The Position

The Patient Services Specialist serves as a liaison between patients and clinical staff throughout the appointment journey. The role handles complex patient inquiries, coordinates multiple appointments, and compiles results from various providers and prior tests as needed. The specialist interacts with patients before, during, and after appointments; assists with prior authorization and referral processes; and collects payments according to established procedures. The position receives moderate guidance and uses some independent judgment to manage patient scheduling and coordination. The role schedules and coordinates appointments and surgical care across departments, specialties, locations, and clinics. It supports patients with appointment confirmation and pre-procedure instructions, obtains and validates outside records, facilitates communication among patients and care teams, processes payments, and may coordinate surgical cases and related multidisciplinary care. The position may also provide clinic administrative support.

Requirements

Two years of relevant experience in a healthcare coordination or administrative role, or equivalent experience.
Advanced knowledge of scheduling, registration, and referral processes in Epic.
Advanced understanding of insurance verification, benefits, authorizations, and appeals processes.
Familiarity with specialty case coordination and multidisciplinary care.
Strong coordination and organizational skills.
Proficiency in Microsoft Suite, including Word, Excel, and Outlook.
Excellent communication and liaison skills.
Ability to manage Epic work queues and administrative workflows.
Ability to manage multiple appointments and optimize scheduling across locations.
Ability to provide detailed instructions and support to patients.
Ability to facilitate effective communication between patients, physicians, and clinical staff.

Responsibilities

Schedule and coordinate appointments, including surgical procedures, pre- and post-operative care, imaging, and care across departments and specialties.
Manage waitlists, open appointment slots, and adjust appointment capacity across multiple locations and clinics.
Confirm appointments and provide patients with pre-procedure instructions.
Track, request, and validate patient records from outside organizations before appointments.
Serve as the primary liaison between patients, physicians, and clinical staff during appointments, addressing inquiries and facilitating communication.
Process payments and reconcile daily financials; may manage single-case or gap agreements with insurers.
Coordinate surgical cases, including operating-room block time, pre- and post-operative appointments, and multidisciplinary care arrangements.
Conduct outreach for new-patient visits and transfer-of-care scheduling.
May provide administrative support for the clinic.
Assist with prior authorization and referral processes and collect payments according to the defined process.
Compile results from various providers and prior tests as needed.