JOB PURPOSE

The Patient Care Specialist will be responsible for managing the schedule of patient appointments, handling registration processes, and ensuring a smooth and efficient patient experience from the initial contact through the entirety of their visit. This role requires a high level of organization, excellent communication skills, and a strong commitment to providing exceptional customer service.

RESPONSIBILITIES AND DUTIES

• Schedule and confirm patient appointments using the clinic’s scheduling system.

• Coordinate appointment times with providers to optimize clinic flow and minimize patient wait times.

• Manage rescheduling and cancellations, ensuring that changes are communicated clearly to all relevant parties.

• Greet patients warmly upon arrival and assist with the check-in process.

• Verify and update patient information, including personal details and insurance coverage.

• Collect and process patient co-pays, deductibles, and other payments as necessary.

• Verify insurance eligibility and benefits prior to patient appointments.

• Ensure that all required documentation is collected and processed in accordance with clinic policies and insurance requirements.

• Assist patients with understanding their insurance coverage and financial responsibilities.

• Accurately enter and maintain patient information in the electronic health record system.

• Ensure that patient records are complete and up-to-date, and comply with confidentiality and privacy regulations.

• Provide exceptional customer service by addressing patient inquiries and concerns with empathy and professionalism.

• Assist patients with navigating clinic procedures and resolving any issues that may arise.

• Perform general administrative duties such as answering phones, handling correspondence, and managing office supplies.

• Collaborate with clinical staff to ensure that patient needs are met and that appointment schedules are efficiently managed.

• Regular and consistent attendance is an essential function of this role.

• Other duties as assigned.

REQUIREMENTS AND QUALIFICATIONS

• High school diploma.

• Bilingual in English/Spanish required.

• Experience in a medical office or healthcare setting, particularly in scheduling or registration roles is highly desirable.

• Knowledge of medical terminology and medical office/outpatient surgery center policies & procedures, insurance and billing.

• Proficiency in using electronic health record systems and scheduling software is highly desirable.

• Strong comprehension of HIPAA.

• Exceptional oral and written communication skills with internal and external partners.

• Internal and external customer service orientation.

• Strong attention to detail.

• Demonstrates organization and time management skills.

WORK ENVIRONMENT/PHYSICAL DEMANDS

• Prolonged periods of sitting at a desk and working on a computer.

• Must be physically able to sit, climb, balance, bend, stoop, kneel, crouch and crawl occasionally.

• Must be able to lift and push/pull up to 50 pounds occasionally.

• Frequently required to talk and hear.

• Vision abilities required include depth, perceptions, and ability to adjust focus throughout the day.