Patient Services Specialist, Behavioral Health

Monarch • Raleigh, NC

3d • Onsite

About The Position

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

The position is scheduled for 40 hours per week, with shifts from 8:00 a.m. to 5:00 p.m. at Fuquay-Varina on Monday and Wednesday, Wake Forest on Tuesday and Friday, and Zebulon on Thursday. The employee may be asked to support other locations as needed and may be required to work beyond scheduled hours, including after 5:00 p.m., to support patient care and clinic operations. When nursing staff are unavailable, the PSS may collect basic vitals and complete UDS as needed.

Monarch describes its total rewards package as competitive and flexible. Eligible employees may have access to customizable benefits and perks, potentially including health coverage, retirement plans, and professional development support. Offerings vary by role, employment type, and location.

Requirements

• High school diploma.
• Familiarity with scheduling systems and electronic medical records is required.
• Customer service and empathy with a patient-centered mindset.
• Strong communication skills, both by phone and in person.
• Ability to multitask and work in a fast-paced environment.
• Attention to detail, particularly with insurance and billing data.
• Basic knowledge of medical terminology and EMR systems.

Nice To Haves

• One to two years of experience in healthcare front office or customer service; listed as not required.
• Understanding of insurance verification and billing processes; listed as not required.

Responsibilities

• Greet patients and visitors professionally and warmly.
• Check patients in and out of appointments.
• Verify patient identity, demographics, and insurance information.
• Ensure registration and consent forms are completed accurately.
• Schedule, confirm, and reschedule appointments.
• Manage clinical staff calendars to optimize access and reduce scheduling gaps.
• Coordinate referrals and follow-up.
• Answer incoming calls and respond to inquiries about appointments, services, directions, and other matters.
• Route calls and messages to clinical staff appropriately.
• Provide clear, basic information about procedures, services, and next steps.
• Collect co-pays and outstanding balances at the point of service.
• Explain financial responsibilities to patients and assist with billing questions.
• Maintain and update electronic health records (EHR/EMR).
• Create and organize patient charts and documentation.
• Keep records accurate, complete, and compliant with privacy regulations (HIPAA).
• Act as a liaison between patients and clinical staff, notify staff of patient arrivals, and support smooth patient flow.
• Address patient concerns or complaints professionally and escalate issues appropriately.
• Collect basic vitals and complete UDS in the absence of nursing staff, as needed.
• Support operations at locations outside the primary worksite as needed to meet business and patient care needs.
• Perform front desk administrative tasks such as filing, faxing, and scanning.
• Maintain a clean, organized reception and lobby area through daily or weekly cleaning and reset.
• Perform other clerical duties and duties assigned by a supervisor.

Benefits

• Eligible employees may have access to comprehensive health coverage.
• Eligible employees may have access to retirement plans.
• Professional development support may be available.
• The company describes its total rewards package as competitive, flexible, and customizable.

What This Job Offers

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