Patient Services Specialist

1 month ago


Fort Lee, United States 61st Street Service Corp Full time

The Patient Services Specialist II is part of a department-based scheduling pod that handles large volumes of inquiries and requests from patients and customers for access/assistance in scheduling diagnostic services, physician referrals/appointments, and general department information. The Patient Services Specialist II is part of a team that delivers an exceptional patient experience that contributes to positive health outcomes for patients and a work culture of Service-Oriented, Trust, Empathy, Safety, Inclusion, and Communication.

Responsibilities:

  • Schedules appointment requests. Utilizes existing tools to facilitate securing the right appointment with the right medical provider or team. Indicates special needs (e.g. special accommodation, interpreter, etc.)
  • Communicates insurance participation, financial responsibility (if applicable), and time of service policy to the patient population.
  • Ensure that patients understand the arrival and check-in process, pre-appointment instructions and patient safety precautions, and other relevant information. Emails specialty patient forms if needed.
  • Obtain patients insurance and demographic information and ensure all obtained information is registered in EPIC with 100% completeness and accuracy. Accurately completes required tasks and fields in pre-registration.
  • Maintains knowledge of insurance requirements. Performs real-time insurance verification and
  • interprets responses. Informs patient of insurance requirements for services provided. Escalates cases for resolution as appropriate. Helps identify and document trends. Escalate issues to Lead or Pod Supervisor for resolution.
  • Performs outbound calls to perform Epic referral scheduling.
  • Maintain patient privacy and confidentiality according to HIPAA requirements at all times and successfully complete all required trainings.
  • Keep current on all organizational and practice policies and standard operating procedures. General faxing, filing, and mail sorting.
  • Contribute to the team by providing support and backup coverage as needed and directed by Supervisor and/or Manager.
  • Works on escalated cases with higher complexity as assigned.
  • Helps to mentor other Specialists to resolve complex issues/cases. Escalated such cases to Supervisor for resolution. Ensures remedy is executed successfully.

Minimum Qualifications

  • High School Diploma or the equivalent is required, associate's degree or higher preferred
  • 1plus years of relevant experience including proficiency in medical terminology. The

incumbent must demonstrate a strong proficiency in a wide range of scheduling complexity and related workflows.

  • Excellent customer service skills and the ability to maintain a pleasant and helpful demeanor through all situations. Including the ability to maintain a professional demeanor under pressure due to the high volume and urgent nature of calls.
  • Excellent skills in problem assessment, using good judgment, and collaborative problem-solving in complex and interdisciplinary settings.
  • Excellent verbal and written communication skills including interpersonal skills. Ability to communicate clearly and concisely and ensure understanding of information by patients and customers.
  • Strong proficiency in Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.
  • Ability to work collaboratively with a culturally diverse staff and patient/family population,

demonstrating tact and sensitivity.

  • Must successfully complete systems training requirements. (add computer system requirement here)


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