Patient Services Specialist, Behavioral Health

Monarch•Raleigh, NC

1d•Hybrid

About The Position

The Patient Services Specialist (PSS) serves as the first point of contact for patients and visitors within the behavioral health clinic setting. This role is responsible for front desk operations, patient scheduling, registration, insurance verification, customer service, and administrative support while ensuring a positive, patient-centered experience. The PSS supports efficient clinic operations and collaborates closely with clinical staff to maintain smooth patient flow and high-quality service delivery.

Requirements

High School Diploma
Familiarity with scheduling systems and electronic medical records
Customer service and empathy (patient-centered mindset)
Strong communication skills (phone and in-person)
Multitasking and ability to 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

Experience in healthcare front office or customer service (1-2 Years)
Understanding of insurance verification and billing processes

Responsibilities

Greet patients and visitors in a professional, welcoming manner
Check patients in and out of appointments
Verify patient identity, demographics, and insurance information
Ensure all registration and consent forms are completed accurately
Schedule, confirm, and reschedule appointments
Manage clinical staff calendars to optimize access and reduce gaps
Coordinate referrals and follow-up
Answer incoming calls and respond to inquiries (appointments, services, directions, etc.)
Route calls/messages to clinical staff appropriately
Provide clear, basic information about procedures, services, and next steps
Collect co-pays and outstanding balances at point of service
Explain financial responsibilities to patients
Verify insurance coverage and assist with billing questions
Maintain and update electronic health records (EHR/EMR)
Create and organize patient charts and documentation
Ensure all records are accurate, complete, and compliant with privacy regulations (HIPAA)
Serve as a liaison between patients and clinical staff
Notify clinical staff of patient arrivals
Support smooth patient flow throughout the clinic
Address patient concerns or complaints professionally
Escalate issues appropriately when needed
Ensure a positive, patient-centered experience at every touchpoint
Collect basic vitals and complete UDS in absence of nursing staff as needed
Manage front desk operations (filing, faxing, scanning)
Maintain a clean, organized reception and lobby area – daily/weekly cleaning and reset
Perform other clerical duties as assigned