Job Summary:
The Patient Services Specialist I is a key member of the patient support team for the Department of Neurology. In this role, the Patient Services Specialist I support the departmental call center that handles a large volume of inquiries and requests from patients and customers. Their main responsibilities include assisting patients and their representatives in scheduling appointments and diagnostic services, securing physician referrals, and providing general information about services in the Department of Neurology.
The Patient Services Specialist I is part of a team that delivers an exceptional patient experience through excellent customer service, empathy, and patience.
Job Responsibilities:
- Schedule appointment requests. Secure the right appointment with the right medical provider or team.
- Communicate insurance participation, financial responsibility (if applicable), and time of service policy to patient population.
- Ensure that patients understand the arrival and check-in process, pre-appointment instructions, patient safety precautions, and other relevant information. Email specialty patient forms if needed.
- Obtain patients’ insurance and demographic information and ensure all obtained information is registered in Epic.
- Perform real-time insurance verification and interpret responses. Inform patients of insurance requirements for services provided.
- Escalate complex issues/cases to senior Specialists or Supervisors/Managers for resolution. Execute approved remedy.
- Collect pre-registration information to address outstanding Epic work queue accounts.
- Perform outbound calls to perform Epic referral scheduling.
- Contribute to the team by providing support and backup coverage as needed and directed by Supervisor and/or Manager.
- General faxing, filing, and mail sorting.
- Perform other related duties as assigned.
Job Qualifications:
- A High School Diploma or the equivalent is required.
- Minimum of 1 year of relevant experience, including proficiency in medical terminology and prior medical practice experience.
- 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 with Microsoft Office (Word and Excel) or similar software is required, and an ability and willingness to learn new systems and programs.
- Prior high-volume customer service experience in a call center environment is preferred.
- Bilingual (English/Spanish) is a plus.
Hourly Rate Ranges: $23.08 - $28.57
Note: Our salary offers will fall within these ranges, taking into account experience, skill set, and other differentiating factors including education.
61st Street Service Corporation
At 61st Street Service Corporation we are committed to providing our client with excellent customer service while maintaining a productive environment for all employees. The Service Corporation offers a competitive comprehensive Benefit package to eligible employees; including Healthcare and various other benefits including Paid Time off to promote a healthy lifestyle.
We are an equal employment opportunity employer and we adhere to all requirements of all applicable federal, state, and local civil rights laws.
