Patient Services Specialist

Position: Patient Services Specialist

Department: Campbell University Health Center

Status: Full-Time

Position Summary:

The Patient Services Specialist (PSS) is an integral part of the Campbell University Health Center’s healthcare team. The PSS is responsible for registering patients, scheduling appointments, and managing the patient check-in process which includes verifying personal data and insurance information. This position is privy to confidential records, conversations, and many duties performed are of a sensitive and confidential nature. This position must consistently exercise courtesy, accuracy, and professionalism, and strive to maintain a cooperative relationship with patients, faculty, staff, students, and visitors.

Essential Duties and Responsibilities:

• Provides a variety of front line, non-clinical patient services as an integral part of the Health Center healthcare team.
• Registers patients and verifies accuracy of personal data and insurance information.
• Schedules appointments for patients and makes reminder calls. Answers calls on a multi-line phone system, directs calls to appropriate staff, and takes messages as necessary.
• Confirms insurance eligibility with payor as necessary for referrals, co-pay determination, pre-approval for procedures, and patient deductible determination. Collects co- payments, processes charges, and prints receipts.
• Manages the patient check-in/out process including scheduling the next appointment, providing instructions regarding referrals and testing, and making certain that patient questions are answered in a timely, courteous manner.
• Reconciles money collected and charge payments at the end of each shift and prepares bank deposits.
• Coordinates and schedules diagnostic testing, referrals to specialty physicians, and other external healthcare entities.
• Requests medical records and test results from other healthcare providers on behalf of patients and distributes, scans, and/or files according to policy. Maintains medical record integrity and security.
• Files components of medical records according to established protocol.
• Complies with HIPAA regulations at all times.
• Performs a variety of administrative duties in order to meet patient needs and ensure efficient operation of the Health Center.
• Compiles reports as requested.
• Handles moderately complex to complex problems on a daily basis.
• Greets patients and visitors with courtesy, ascertains purpose of visit and provides appropriate response or directs to appropriate staff. Contributes to the creation and maintenance of a customer-friendly environment.
• Educates patients regarding availability and extent of healthcare services, patient rights and responsibilities, and practice policies and procedures.
• This position demands accuracy, honesty, integrity and the ability to work within the Christian mission of Campbell University.
• Maintains a professional appearance and demeanor at all times.
• Upholds and abides by Campbell University policies and procedures, including, but not limited to: Title IX, HIPAA, and FERPA guidelines.
• Ability to work 8:00 am to 5:00 pm and/or evening hours and/or travel between Main Campus and other locations.
• Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

Education/Experience:

• Associate degree in Business Administration or related field or equivalent experience (1 year of experience + 1 year of college) will be considered.
• Medical terminology certification preferred.
• A minimum of three years’ experience in a healthcare environment, requiring regular interaction with patients, providers, and other healthcare staff, preferably working with patient registration, benefit verification, precertification, charge entry, health records processing, and money management.
• Good knowledge of third party payors, billing, management software.

Knowledge, Skills, and Abilities:

• Must have a working knowledge of HIPAA and OSHA regulations. Must have excellent skills in time management, organization, attention to details, verbal and written communication.
• Excellent interpersonal skills that enable effective working relationships with a diverse, patient, provider, colleague, and vendor population. A passion for customer service and a commitment to support the mission and values of Campbell University.