Patient Services Specialist (New Patient Referrals) at Horizon Behavioral Health – Hinesville, Georgia

Horizon Behavioral Health seeks a FULL-TIME (30-40hours) Patient Services Specialist focused on new patient referrals and scheduling. This role serves as one of the first points of contact for individuals seeking care. The position works as part of the referral and front office team, assisting with inbound calls from prospective patients, scheduling new patient appointments, and guiding callers through the intake process with professionalism and empathy.

This role requires excellent phone etiquette, a calm and welcoming voice, and strong organizational skills. The specialist ensures every caller receives prompt, courteous, and helpful service. The position also provides backup support to the front desk Patient Services Specialist when needed.

The Patient Services Specialist ensures compliance with HIPAA and OSHA standards while delivering service aligned with the values of integrity, compassion, and professionalism.

Primary Responsibilities
• Answer inbound phone calls from individuals seeking services
• Demonstrate excellent phone etiquette and a professional phone presence at all times
• Gather required demographic and referral information from new patients
• Schedule new patient appointments accurately and efficiently across multiple offices
• Match patient needs with the appropriate provider and service line when scheduling
• Provide clear instructions regarding intake paperwork, arrival times, and required documentation
• Maintain a helpful, patient-centered tone during every interaction
• Work collaboratively with the referral team to support the timely scheduling of new patients

Patient Communication and Customer Service
• Provide a welcoming and professional experience for every caller
• Answer questions about services offered by the practice
• Direct clinical questions to the appropriate clinical staff
• Return calls to prospective patients when follow-up is required
• Maintain strict confidentiality when handling patient information
• Ensure all callers feel respected, heard, and supported

Scheduling and Coordination
• Maintain provider schedules to support efficient booking of new patient appointments
• Coordinate scheduling across multiple office locations
• Document all patient interactions accurately in the practice management system
• Send appointment reminders and follow-up communications as required

• Send consult reports to referring providers after the patient has been seen within 72 hours of the appointment.

Front Office Support
• Provide backup coverage for the front desk Patient Services Specialist when needed
• Assist with patient check-in and registration during coverage periods
• Verify patient demographics and insurance information when assisting at the front desk
• Collect co-payments or balances when assisting with front desk duties

Administrative Responsibilities
• Maintain knowledge of services offered at Horizon Behavioral Health
• Maintain accurate documentation within the practice management system
• Monitor front office supplies and notify supervisor when inventory runs low
• Maintain organized and professional work areas
• Follow all HIPAA, OSHA, and compliance regulations
• Maintain front office quality assurance standards

• Minimum of two years of medical office or healthcare customer service experience preferred
• High school diploma or equivalent required.
• Demonstrated ability to communicate professionally and clearly on the phone
• Excellent phone etiquette with a calm, pleasant, and confident speaking voice
• Strong customer service skills with the ability to create a welcoming first impression for patients
• Ability to communicate effectively with individuals experiencing mental health concerns
• Strong organizational and scheduling skills
• Ability to manage a high volume of inbound phone calls while maintaining accuracy and professionalism
• Ability to work independently and as part of a team
• Ability to prioritize tasks and remain flexible in a fast-paced environment
• Strong computer skills, including data entry and use of practice management systems
• Experience with multi-line phone systems
• Basic knowledge of medical terminology preferred
• Medical assisting experience is a plus
• Dependable, professional appearance and positive attitude