Position Description

With close direction, the PSS I performs standard clerical responsibilities that impact clinic patient flow, in accordance with established procedures. Responsibilities may include registration, scheduling, collections, and/or insurance authorizations.

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