Patient Services Specialist 1

Healthfirst Bluegrass • Lexington, KY

1d • $0 - $16 • Onsite

About The Position

At HealthFirst Bluegrass, we are more than a healthcare facility – we are a community dedicated to providing quality care to every individual, regardless of their background or financial situation. Our mission is to provide transformative healthcare for all. Join the HealthFirst Bluegrass team as a Bilingual Patient Services Specialist (PSS) — the friendly voice that helps our patients feel heard, supported, and cared for from the very first call.

Requirements

• High school diploma or GED
• 1 year in clerical, clinical, or call center settings preferred.
• Bilingual - Conversing in Spanish and English.

Nice To Haves

• Associate’s degree preferred
• Healthcare or insurance experience is a plus!
• Passion for helping others!

Responsibilities

• Provide excellent customer service to all callers, demonstrating patience and respect, avoiding distractions to ensure prompt and appropriate assistance for a positive experience.
• Handle a large volume of inbound and outbound calls daily while meeting departmental expectations.
• Schedule appointments for multiple providers/clinics (new and existing patients), adhering to clinic guidelines, verifying schedules and insurance.
• Review appointment date, time, location, and provider with patients.
• Instruct new patients on required paperwork and what to bring to their appointment.
• Make reminder calls and reschedule appointments as needed.
• Evaluate patients' healthcare needs based on signs and symptoms using established triage protocols and guidelines.
• Schedule nurse visits based on vaccine/injection schedules.
• Advise patients to go to the Emergency Department (ED) or Urgent Treatment Center (UTC) based on organizational approved call guidance.
• Schedule acute visits based on need and timeframe.
• Understand when to escalate calls to nurses, clinical teams, supervisors, or managers.
• Obtain and enter accurate demographic information into the EMR system or other ticketing system.
• Accurately document patients' symptoms/complaints and advice provided per protocols and guidelines.
• Answer questions and/or appropriately route requests for assistance to provide patient-focused service.
• Assist in connecting patients to outreach and enrollment specialists or community health workers as needed.
• Assist patients with billing questions.
• Adhere to HIPAA requirements.

What This Job Offers

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