The Patient Services Specialist (PSS) demonstrates Patients Are First service excellence standards by independently performing the following support services: intake/reception activities; scheduling appointments; coordinating care with other services; registering patients; providing initial triage; coordinating medical records and lab results; obtaining and verifying registration information/insurance; collecting/processing time-of-service payments; and performing other necessary activities to provide exceptional patient care and to maintain clinic operations.

Duties & Responsibilities:

Reception Activities:
• Employs excellent customer service skills.
• Ensures smooth patient flow.
• Reviews clinic schedule daily.
• Obtains patient demographic information and insurance information.
• Provides general patient support services.
• Responds to patients’ needs and concerns as appropriate. Investigates complaints and works with manager to find solutions.
• Accepts and processes patient payments.
• Schedules appointments consistent with patient needs and clinic scheduling guidelines.
• Makes referrals as appropriate.

Telephone Support:
• Answers the telephone in a professional, courteous, and efficient manner and directs calls as appropriate.
• Using clinic guidelines, greets caller by introducing self and gathers information on the telephone re: the nature of the patient concern. Triages calls to appropriate staff; obtains necessary information for the return call; initiates emergency procedures when necessary
• Communicates information on clinic services to patients, referral agencies, providers, and the community.
• Communicates basic information to patients such as insurance, parking, driving directions.

Medical Record Activities:
• Reviews daily schedules to identify required medical records.
• Coordinates and distributes medical records as needed.
• Prepares medical record according to clinic-specific procedures for patient visit.
• Sorts and files daily lab results.
• Scans documents into EPIC

Billing Activities:
• Initiates fee sheet upon patient arrival to clinic.
• Tracks fee sheet according to clinic guidelines to ensure that all services are billed.
• Audits fee sheets for completeness and accuracy.
• Reviews and corrects fee sheets on a daily basis as necessary according to clinic guidelines.

General Duties:
• Assists in orientating and training new staff.
• Reviews UW and Public Health email daily to stay current with clinic communication.
• Performs other related duties as required.