Patient Services Intermediate

Provides an intermediate level of customer service and clerical support to patients within either inpatient or outpatient settings. May assist adjacent work units. Guides entry level positions and suggest workflow changes and improvements.

• Maintain accurate patient records and documentation, ensuring compliance with confidentiality and privacy regulations (HIPAA).
• Accurately verify patient information, including demographic details, medical history, and insurance coverage.
• Provide customer service to patients by facilitating business processes including appointment scheduling, check-in and check-out, pre-arrival and telephone triage.
• Serve as the point of contact between patients, healthcare providers, and administrative staff.
• Communicate appointment changes, test results, or instructions to patients clearly and promptly.
• Assist healthcare providers with administrative tasks such as preparing patient files, documents, and arranging follow-up services.
• May collect cash and credit card payments from patients, determine patient pay portion and provide receipt of payment.
• Work closely with other healthcare professionals to ensure seamless patient flow and high-quality care.
• Provide expertise in navigating grid openings and closures and template redesign changes.
• Perform all reschedules for onsite clinic closures and offsite clinic closures greater than 6 weeks.
• Effectively address urgent template closures and reschedule patients utilizing scheduling tools independently.
• Create template request forms for any needed template changes or new providers and request them through the service now cadence tickets.
• Provide formal training/onboarding to clinic schedulers on scheduling guidelines and functionality of scheduling tools.

• Graduation from high school or an equivalent combination of education and experience.
• Minimum three years experience.
• 3 or more years of customer service experience within a medical environment.

Direct supervision is received from the Department Supervisor

This position requires infrequent standing/walking.