Patient Care Specialists

Job Description Summary

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Greet and welcome guests as soon as they arrive at the office.

Direct visitors to the appropriate person and office.

Answer, screen, and forward incoming phone calls.

Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g., pens, forms, and brochures).

Provide basic and accurate information in-person and via phone/email.

Receive, sort, and distribute daily mail/deliveries.

Maintain office security by following safety procedures and controlling access via the reception desk (e.g., monitor logbook, issue visitor badges).

Update calendars and schedule meetings.

Arrange travel and accommodations, and prepare vouchers.

Keep updated records of office expenses and costs.

Perform other clerical receptionist duties such as filing, photocopying, transcribing, and faxing.

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How Will You Make An Impact & Requirements

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The Patient Care Specialist II performs advanced administrative and patient access duties to support daily medical office operations. This role is responsible for independently registering patients, verifying insurance, processing referrals, and resolving basic billing or documentation issues. The Specialist II ensures all interactions comply with HIPAA, privacy, and organizational policies while consistently providing exceptional service to patients, families, and staff.

Responsibilities

• Greets, registers, and checks in patients, ensuring all demographic, insurance, consent, and contact information is accurate and current in the EHR.
• Collects and processes copayments following standard cash-handling and reconciliation procedures.
• Verifies insurance eligibility, obtains required authorizations, and documents verification results accurately in the patient record.
• Provides clear explanations of check-in processes, insurance requirements, and payment expectations.
• Answers and routes phone calls, schedules or reschedules appointments, and maintains daily appointment schedules while communicating adjustments to clinical staff.
• Processes urgent specialist referrals, appointment ticklers, and medical record release requests in a timely and accurate manner.
• Performs clerical and administrative tasks including filing, faxing, scanning, and uploading documents into the EHR.
• Reviews patient accounts for outstanding balances or documentation errors and partners with billing to resolve discrepancies.
• Maintains full HIPAA and privacy compliance by safeguarding patient information, properly managing documentation, and limiting access to authorized users only.
• Identifies and reports potential privacy breaches, compliance risks, or billing concerns promptly according to established protocols.
• Prepares, routes, and manages medical documentation to ensure completeness, confidentiality, and accuracy.
• Provides professional, courteous customer service and maintains composure during high-volume or challenging situations.
• Coordinates scheduling across multiple providers, departments, or specialties to support efficient patient flow.
• Audits patient charts, registration data, and referral documentation to identify and correct compliance or process issues.
• Participates in mandatory training programs related to compliance, privacy, workflow changes, and patient experience.
• Supports the Practice Manager and care team with assigned administrative tasks.
• Participates in departmental audits, workflow redesign initiatives, and implementation of new systems or technologies.
• Prepares and distributes operational reports related to scheduling efficiency, registration accuracy, or service metrics.
• Demonstrate excellent guest service to internal team members and patients.
• Performs other related duties as assigned.