Patient Services Specialist

Spectrum Medical Care Center • Phoenix, AZ

7d • $22 - $26

About The Position

The Patient Services Specialist (PSS) is the first point of contact for patients and a primary driver of the patient experience at Spectrum Medical Care Center. The role helps patients access care, address barriers, and feel supported throughout their healthcare journey. Working in a “One Call” model, the PSS handles scheduling, registration, eligibility verification, insurance questions, and financial education in a single interaction wherever possible. The position converts qualified inquiries into appointments, supports appointment completion, and builds trusted relationships that encourage long-term engagement in care.

The PSS delivers a welcoming, personalized, judgment-free experience consistent with Spectrum Medical’s mission to provide inclusive, stigma-free primary and specialty healthcare to LGBTQ+ individuals and people living with HIV/AIDS. Conversion rates and appointment outcomes are tracked as performance measures. Clinical inquiries are routed to clinical resources, while medical-records and referral requests are directed to the ROI and referral team.

The position requires a high school diploma or equivalent, a valid driver’s license, and the ability to obtain an Arizona Fingerprint Clearance Card during the background-check process. Evening and weekend availability is required as needed. The salary range is $22–$26 per hour.

Requirements

• High school diploma or equivalent.
• Valid driver’s license.
• Must be able to obtain an Arizona Fingerprint Clearance Card during the background-check process.
• Ability to work evenings and weekends as required.
• Strong communication skills and comfort engaging diverse groups and individuals.
• Understanding of basic STI and HIV terminology and sexual-health language.
• Demonstrated cultural competency and commitment to reducing stigma.
• Non-judgmental approach and ability to treat all patients with respect and dignity regardless of background or identity.
• Ability to comply with HIPAA regulations and maintain patient confidentiality.

Nice To Haves

• Previous experience in a similar role; primary care experience is preferred.
• Experience with EMR programs.
• Experience working with LGBTQ+ communities, people living with HIV, or other underserved populations.
• Bilingual Spanish/English.

Responsibilities

• Promptly engage qualified leads from internal referrals, outreach programs, and partner channels; establish rapport, assess needs, and convert inquiries into scheduled appointments.
• Conduct follow-up outreach with unscheduled or non-responsive leads and advocate for solutions that reduce barriers to care.
• Monitor appointments through completion by making confirmation calls and contacting patients who miss appointments to support rescheduling.
• Track and report lead status, conversion activity, and appointment outcomes in the EHR and designated tracking tools.
• Collaborate with the Patient Support Supervisor to identify conversion barriers and implement improvements.
• Build positive patient relationships that support ongoing engagement with Spectrum Medical services.
• Answer inbound calls and manage patient interactions from beginning to end, resolving scheduling, insurance, portal, and billing inquiries where possible in one call.
• Schedule appointments for new and existing patients across Spectrum Medical providers according to established guidelines.
• Make outbound calls to follow up on messages, schedule appointments, and re-engage patients who have missed visits.
• Send appointment reminders and follow-ups and coordinate or update provider schedules, including last-minute changes and cancellations.
• Complete new-patient registration and intake during the initial contact and update demographic and insurance information in the EHR.
• Check eligibility for services, explain benefit information, and respond to questions about statements and covered or non-covered services.
• Educate patients about financial responsibilities, including costs, co-pays, deductibles, and payment options.
• Collect co-pays, deductibles, and outstanding balances according to established protocols.
• Document patient telephone encounters according to established guidelines and gather required consent forms and documentation accurately.
• Address patient complaints and escalate unresolved issues to supervisors.
• Deliver a welcoming, personalized, stigma-free experience; communicate with empathy, professionalism, and urgency, including when discussing sensitive healthcare topics.
• Complete ongoing billing and insurance training and customer-service development in de-escalation, sensitive conversations, call control and pacing, and difficult patient interactions.
• Perform other duties as assigned by the Patient Support Supervisor and Administrator.

Benefits

• Medical, dental, and vision insurance, eligible on the first day of the month following the start date.
• Company-paid $50,000 life insurance policy.
• Company-paid parental leave.
• Optional voluntary Life/AD&D, Accident, Cancer Protection, Hospital, and Short-Term Disability insurance.
• 403(b) plan with a 3% company match, eligible after the first pay period.
• 120 hours of vacation per year, accrued bi-weekly from the hire date and available to use after the first day of employment.
• 40 hours of paid sick leave, accrued bi-weekly from the hire date and available to use after the first day of employment.
• Nine annual paid holidays.
• Ability to carry over 80 hours of PTO into the following calendar year.

What This Job Offers

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