Patient Services Specialist I

Position Summary

This position supports our Mission – To expand access to compassionate, high-quality mental health care.

The Patient Support Specialist (PSS) is the face of Turnwell Mental Health Network, serving as the primary point of contact for patients at every clinic location. The PSS oversees front office operations, ensuring a welcoming, organized, and efficient environment that reflects the organization's commitment to compassionate mental health care. Reporting to the Clinic Manager or Practice Manager, the PSS plays a critical role in patient experience, administrative accuracy, and cross-functional clinic support. The PCC will also be cross-trained in select clinical support tasks to ensure continuity of care when clinical staff are unavailable.

Core Responsibilities

Front Office & Patient Experience

• Greet and welcome all patients upon arrival in a warm, professional manner that reflects the values of Turnwell Mental Health Network.

• Manage the patient check-in process, verifying demographic information, insurance details, and any required forms or consents.

• Oversee day-to-day front office operations, ensuring the reception area remains organized, professional, and patient-ready at all times.

• Send appointment reminders to patients via phone, text, or patient portal in accordance with clinic protocols.

• Answer and route all incoming calls promptly and professionally, directing callers to the appropriate team member, department, or provider.

• Schedule follow-up appointments for patients at the conclusion of their visit or as directed by the clinical team.

• Collect and process co-pays and patient payments at the time of service.

• Manage incoming faxes, voicemails, and electronic messages, routing them appropriately and in a timely manner.

Chart Audits & Administrative Accuracy

• Conduct pre-visit chart audits for all scheduled patients to ensure records are complete, current, and accurate prior to the appointment.

• Verify that all required documentation, including insurance authorizations, referrals, consent forms, and clinical notes, are in place before each patient visit.

• Flag and resolve any documentation gaps in coordination with the clinical team, billing department, or provider.

• Maintain accurate patient records in the Electronic Health Record (EHR) system, including updated contact information, insurance, and appointment history.

• Support medical records requests and release of information processes in compliance with HIPAA regulations.

• Disability paperwork - ensure patients paperwork is completed timely by the clinical team and communicate with patients for collection and payment collection.

Clinical Support Cross-Training

The PCC will be cross-trained in the following clinical support tasks to ensure seamless patient care when the Medical Assistant is unavailable:

• Take and record patient vitals accurately, including blood pressure, pulse, weight, and temperature.

• Escort patients from the waiting area to the treatment room, ensuring their comfort and safety.

• Triage patient questions and clinical concerns to the appropriate provider, relaying information clearly and documenting as required.

Qualifications

Required

• High school diploma or equivalent required; associate degree or higher in healthcare administration, business, or a related field preferred.

• Minimum of 1-2 years of experience in a front office, patient access, or customer service role within a healthcare setting.

• Proficiency with Electronic Health Record (EHR) systems and standard office software; experience with psychiatric EHR platforms is a plus.

• Strong verbal and written communication skills with a professional, empathetic demeanor.

• Demonstrated ability to manage multiple tasks simultaneously in a fast-paced environment while maintaining accuracy and attention to detail.

• Knowledge of HIPAA regulations and a commitment to patient privacy and confidentiality.

Preferred

• Prior experience in a behavioral health, psychiatric, or specialty medical clinic.

• Familiarity with insurance verification, prior authorizations, and medical billing processes.

• Experience conducting chart audits or pre-visit administrative preparation.

• Bilingual communication skills are a plus.

Core Competencies

Work Environment & Physical Requirements

This is primarily a clinic-based, in-person position. The PCC may be required to support other local Turnwell Mental Health Network clinic locations as needed. The role involves extended periods of sitting, standing, and computer use. Occasional lifting of up to 50 pounds may be required. The PCC will regularly interact with patients experiencing mental health challenges; a supportive, non-judgmental approach is essential.

Compensation & Benefits

Turnwell Mental Health Network offers a competitive compensation package commensurate with experience. Benefits eligibility is determined based on employment status and organizational policy. Details will be provided during the recruitment process.

About Turnwell Mental Health Network

Turnwell Mental Health Network is a comprehensive mental health practice dedicated to providing compassionate, evidence-based care to individuals across all stages of their mental health journey. Our services include general psychiatric evaluation and medication management, individual and group therapy, Transcranial Magnetic Stimulation (TMS), Spravato® (esketamine), IV Ketamine therapy, and Intensive Outpatient Programming (IOP). We are committed to breaking barriers to mental health care and empowering our communities through innovation, clinical excellence, and compassion.