Patient Services Specialist

Extended Job Title

Patient Services Specialist

Position Description

This position is responsible for ensuring the smooth operation of the clinic patient flow and serving as the primary contact for patients. Responsible for scheduling appointments, preparing necessary paperwork before the patient visits, receiving patients, and maintaining records. In addition, this position is responsible for processing charges for clinic services, filing insurance claims, responding to requests for information from patients and insurance companies and maintaining related information for the department. Employees may have cash-handling responsibilities.

Requisition ID

44224BR

Travel Required

Up to 25%

Pay Grade Maximum

19.5

Major/Essential Functions

• Manage high-volume inbound and outbound patient communications (calls, emails, chats) in a timely, professional, and customer-focused manner.
• Coordinate patient access and scheduling, including appointment booking, confirmations, cancellations, and rescheduling while ensuring accuracy and efficiency.
• Assess patient needs and resolve inquiries by gathering information, researching issues, and delivering accurate, compliant solutions across services, policies, and clinic operations.
• Facilitate patient financial communication, including discussing outstanding balances, establishing payment plans within guidelines, and coordinating transfers to appropriate departments when necessary.
• Route and escalate communications appropriately, including calls, messages, and faxes, using established workflows, systems, and work queues.
• Document all patient interactions accurately within the Electronic Medical Record (EMR) and related systems, ensuring timely and complete record updates.
• Deliver high-quality customer service experiences by utilizing active listening, de-escalation techniques, and clear communication to support patient satisfaction and resolution.
• Maintain knowledge of organizational services, systems, and procedures to ensure accurate information sharing and effective problem-solving.
• Utilize call center technology, scripts, and tools effectively to support workflow efficiency, compliance, and service consistency.
• Achieve and maintain established performance metrics, including quality, productivity, and service standards.
• Collaborate with team members, supervisors, and cross-functional departments to ensure continuity of care and service excellence.
• Participate in ongoing training and professional development to maintain and enhance job knowledge and performance.
• Comply with all organizational policies, procedures, and regulatory requirements.

Grant Funded?

No

Pay Grade Minimum

15

Pay Basis

Hourly

Schedule Details

Monday - Friday 0800-1700

Work Location

Lubbock

Preferred Qualifications

• Experience working in a call center environment
• Clerical experience in a medical office setting
• Familiarity with electronic medical records programs (e.g., Epic)
• Knowledge of basic medical and insurance terminology
• Strong data entry and computer navigation skills with the ability to manage multiple systems simultaneously
• Experience with appointment scheduling, patient registration, or insurance verification

Department

SOM Admin Call Center Lbk

Required Attachments

Resume / CV

Job Type

Full Time

Pay Statement

Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as the institutional pay plan. For additional information, please reference the institutional pay plan website at https://app4.ttuhsc.edu/payplan.

Occasional Duties

Perform other duties as assigned in support of departmental and organizational objectives.

Shift

Day

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information or status as a protected veteran.

Required Qualifications

• A High School diploma or GED.
• 1-year Customer Service, office, or related experience. Additional education may substitute for the experience requirement.