Patient Service Specialist (PSS)

Boone Memorial Health

Full-Time

Position Summary

The Patient Service Specialist (PSS) is responsible for providing administrative, clerical, and customer service support in an outpatient clinical setting at Boone Memorial Health (BMH). This position serves as a primary point of contact for patients, visitors, and healthcare providers, ensuring a welcoming, professional, and efficient patient experience.

The Patient Service Specialist coordinates patient registration, appointment scheduling, medical records, insurance information, and other front-office operations to support the delivery of quality patient care. This role requires strong communication, organizational, and customer service skills, along with the ability to manage multiple responsibilities while maintaining patient confidentiality and complying with HIPAA regulations.

Essential Functions and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

• Greet and professionally assist patients, visitors, providers, and staff in person and over the telephone.

• Register patients in accordance with established policies and procedures.

• Assist patients with completing required forms, documentation, and medical insurance information.

• Verify and maintain accurate patient demographic, registration, and billing information.

• Explain office procedures, policies, and registration requirements to patients.

• Maintain, update, and manage patient records while ensuring accuracy and confidentiality.

• Coordinate patient flow to ensure appointments are handled efficiently and in a timely manner.

• Answer incoming telephone calls, direct inquiries, and transfer calls to the appropriate departments or personnel in a professional and courteous manner.

• Schedule patient appointments while maximizing provider availability, patient satisfaction, and efficient use of examination and treatment rooms.

• Prepare and maintain daily appointment schedules for providers.

• Obtain outside medical records, reports, and documentation as requested by healthcare providers.

• Collect patient co-payments, balances, and other applicable payments in accordance with established procedures.

• Prepare and submit reports and statistics as required.

• Respond to requests for information and communicate with patients, providers, and other departments as needed.

• Process and distribute incoming and outgoing mail and correspondence.

• Monitor office supplies and maintain adequate inventory. Coordinate equipment maintenance and repair requests as necessary.

• Maintain a clean, organized, and professional reception and waiting area.

• Perform general clerical and administrative duties to support daily clinical operations.

• Maintain strict patient confidentiality and perform all duties in compliance with HIPAA regulations and organizational policies.

• Perform other duties and responsibilities as assigned.

Required Skills, Qualifications, and Competencies

• Excellent verbal and written communication skills.

• Strong interpersonal and customer service skills, with the ability to interact professionally with patients, visitors, providers, and coworkers.

• Excellent organizational skills and attention to detail.

• Strong time management skills and the ability to manage multiple priorities in a fast-paced clinical environment.

• Strong analytical, critical-thinking, and problem-solving abilities.

• Ability to prioritize responsibilities and manage competing demands effectively.

• Proficiency in Microsoft Office Suite and the ability to learn and utilize electronic health records and other healthcare-related software.

• Ability to maintain patient confidentiality and demonstrate professionalism at all times.

Education and Experience

Required:

• High school diploma or equivalent.

Preferred:

• One or more years of customer service or patient registration experience in a healthcare setting.

• Experience with patient registration, scheduling, insurance verification, or electronic health record systems.

Supervisory Responsibilities

• None.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift up to 25 pounds occasionally.

• Ability to perform routine office activities, including reaching, bending, and handling paperwork and office supplies.

Travel Requirements

• None expected.

Other Duties

This job description is not intended to cover or contain a comprehensive listing of all activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time based on organizational needs.

Equal Employment Opportunity Statement

Boone Memorial Health provides equal employment opportunities to all employees and applicants for employment. The organization prohibits discrimination, harassment, prejudice, or behavior of any type based on race, color, religion, age, sex (including pregnancy), national origin, disability status, family medical history or genetic information, past or present military service, sexual orientation, gender identity or expression, family or parental status, political affiliation, or any other characteristic protected by applicable federal, state, or local laws.