The Patient Service Specialist performs complex administrative duties including but not limited to patient registration, patient scheduling, providing excellent customer service to clients, and management of multi-line phone system. This role requires a general knowledge of various systems and/or procedures. This position ensures that every patient is treated with quality clinical care and is provided a welcoming and respectful experience.
- Greet patients and visitors
- Communicate wait times to patients and direct them accordingly
- Obtain authorization, as needed, to process patients for services
- Check in patients using appropriate patient management system
- Explain all required forms to patients and ensure proper completion of all paperwork
- Answer incoming telephone lines and direct the caller accordingly
- Contact patients regarding appointment reminders, rescheduling, or cancellations.
- Check out patients in appropriate patient management system and distribute records
- File paperwork, medical records, and correspondence
- Maintain inventory of office supplies and printed forms
- Manage dissemination of all paperwork to outside parties including non-injury, custody, and control forms
- Follow HIPAA guidelines and safety rules
- Attend center staff meetings
- Participate in initial and ongoing training as required
- Complete processing of patient referrals including accurate checkout, paperwork processing, patient education, and communication with Client Support Group
- Assist Center Operations Director or other leader in managing daily administrative functions
- Assist in maintaining a neat, clean, and orderly appearance throughout the facility
- Use employer reporting tool to scan and distribute employer results and paperwork
- Review clinician transcriptions and enter applicable charges via internal charge entry system.
- Perform some medical assistant duties such as breath alcohol tests, drug screens, TB skin test reads and/or other duties as assigned/approved by medical leadership
Job-Related Experience
- 6 months to 1 year
- Working knowledge of state-specific occupational medicine requirements preferred
- Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
- Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
- Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
- The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
- Demonstrated effective communication and interaction with employers, patients, providers, and other employees
- Demonstrated ability to maintain working relationship with all levels of employees
- Demonstrated excellent customer service skills
- Demonstrated intermediate knowledge of Microsoft Office such as Word, Excel, Outlook and entry of data into various systems/applications
- Ability to perform all aspects of Front Office operations
- Drive to achieve or exceed established service standards
- 401(k) Retirement Plan with Employer Match
- Medical, Vision, Prescription, Telehealth, & Dental Plans
- Life & Disability Insurance
- Paid Time Off & Extended Illness Days Offered
- Colleague Referral Bonus Program
- Tuition Reimbursement
- Commuter Benefits
- Dependent Care Spending Account
- Employee Discounts