Job Description

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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