Patient Service Center Specialist

Description

The Patient Services Center (PSC) Specialist serves as a central resource for patient access, clinical coordination, and administrative support. This position provides patient service functions to ensure efficient patient care delivery throughout the practice. The PSC Specialist acts as a liaison between patients, providers, clinical staff, and administrative departments while maintaining a high level of customer service and professionalism.

The PSC Specialist is responsible for managing patient communications, appointment scheduling, referral coordination, and assisting with patient care workflows. This position requires strong organizational skills, medical knowledge, and the ability to work collaboratively in a fast-paced healthcare environment.

Patient Services Responsibilities

• Answer incoming patient calls and provide exceptional customer service.
• Triage patient inquiries and route concerns to the appropriate clinical or administrative team.
• Schedule, reschedule, and confirm office visits, diagnostic testing, procedures, and follow-up appointments.
• Verify and update patient demographic, insurance, and contact information.
• Conduct appointment reminder, recall, waitlist, and no-show outreach activities.
• Assist patients with portal access, appointment instructions, and practice information.
• Review and explain office policies, appointment requirements, and financial responsibilities.
• Collect patient payments and document transactions as needed.
• Maintain accurate patient records and documentation within the electronic medical record (EMR).
• Coordinate referrals for specialty appointments.
• Communicate test preparation instructions and follow-up recommendations to patients.

Administrative Responsibilities

• Respond promptly to patient portal messages, voicemails, emails, and EMR communications.
• Maintain accurate and timely documentation of all patient interactions.
• Support front office operations as needed, including patient check-in and check-out.
• Assist with special projects, patient outreach campaigns, and workflow improvement initiatives.
• Ensure compliance with HIPAA regulations and practice policies.
• Participate in cross-training activities and provide coverage across departments as needed.
• Perform additional duties and special projects as assigned.

Requirements

Knowledge, Skills, and Abilities

• Knowledge of medical terminology, clinical workflows, and healthcare operations.
• Understanding of referrals, prior authorizations, prescription refill processes, and insurance verification.
• Strong customer service and patient relations skills.
• Excellent verbal and written communication abilities.
• Ability to multitask, prioritize, and manage competing responsibilities.
• Strong organizational and problem-solving skills.
• Proficiency with electronic medical records (EMR); AthenaHealth experience strongly      preferred.
• Ability to maintain confidentiality and exercise sound judgment.
• Ability to work independently and collaboratively within a multidisciplinary team.

Qualifications

• High school diploma or equivalent required.
• Minimum of two (2) years of experience in a medical office, patient services center, call center, or clinical support role required.
• Experience with patient scheduling, referrals, authorizations, and care coordination preferred.
• AthenaHealth experience is strongly preferred.
• Cardiovascular, pulmonary, or specialty practice experience preferred.

Physical Requirements

• Ability to sit, stand, walk, bend, and reach throughout the workday.
• Ability to use a computer, telephone, and office equipment for extended periods.
• Ability to occasionally lift up to 25 pounds.

Performance Expectations

• Maintain a high level of patient satisfaction and professionalism.
• Ensure timely response to patient inquiries and clinical requests.
• Accurately document all patient interactions and actions taken.
• Support provider efficiency through effective communication and care coordination.
• Demonstrate flexibility, accountability, teamwork, and commitment to the organization's mission and values.