JOB SUMMARY: Patient Services Specialist (PSS) provides customer service, including telephone etiquette, cash management, scheduling of appointments, processes insurance updates and conducts patient check in/out. The PSS is responsible for maintaining a smooth patient flow. They are the first contact with our patients, therefore, must be extremely courteous, patient, and have a neat appearance. The PSS must be able to always maintain composure and politeness while dealing with patients, and they must also be able to work and interact as part of a team, with the skills to perform multiple tasks simultaneously.
**We are looking for candidates who are bilingual in Spanish/English to best serve our patient population. This is not a requirement, however, would be an excellent skill for the right candidate to possess. Candidates who can speak conversational to fluent Spanish highly sought after**
Greet patients and guests upon arrival. Scan the reception area periodically to ensure that each patient is checked in. If uncertain, verify patient's status. Proactively communicate wait times or delays to patients at the time of check-in. Provide updates to patients regarding revised wait times. Maintain an organized work area and professional appearance.
Respond to each call with the standard greeting: Clinic name or other identifier; Your name; answer call within 3 rings. Place caller on hold with permission from caller and for appropriate time frames. Provide complete transfer assistance to all incoming calls when needed. Demonstrate phone service etiquette.
Listen to patient and direct call to the appropriate person
Schedule patient appointments with providers
Follow appropriate steps to forward calls to the answering service at the end of each day
Take accurate messages with appropriate detail
Confirm patient appointments
Pull and prepare patient charts for next-day visits
Demonstrate on-stage behavior in all setting viewed by patients or visitors
Demonstrate off-stage behavior expected in all settings when representing VPA
Initiates message by correctly including the following information: Name; At least 2 of the correct identifiers (MR#, DOB, SS#); Reason for call or inquiry; Forwards messages to the appropriate recipient in a timely manner following clinical protocol. Respond to all messages using correct spelling, grammar, and commentary appropriate for medical record documentation.
Demonstrate ability to identify and proactively assist a patient or visitor. Provide accurate and complete directional assistance independently or using appropriate resources. Schedule, pull, and prepare patient charts for same-day visit.
Organize and prepare patient records daily (pull patient charts and organize chart for visit); Ensure privacy by adhering to sign-in standard format; Ensure accurate patient identification by comparing sign-in data to 2 separate identifiers; Review display notes for Referral and Central Registration needs; Accurately determine which account to use for the visit. See Financial Screening Policy regarding payment responsibilities. Collect co-payments. Document in EPIC. Provide receipt. Determine if referral is needed from insurance and is in place for the visit.
Verify demographic & insurance information via open-ended questions: Name-Accuracy and Spelling SSN Address Phone-Work and Home Employer Insurance Information Emergency Contact Information. If insurance has changed, update the registration.
Scan insurance cards; Obtain card(s) from patient or guarantor and scan (if new or not in the chart), using designated device; Rank each card as primary, secondary, or tertiary.
Imprint with correct patient data Release of Information/Assignment of Benefits Clinical Intake Screening or History Forms
Maintain orderly appearance of reception area; Ensure method for accountability of each patient check-in; Proactively communicate with patients about delays; Manage reception area disruptions
File lab slips, X-Ray reports, consult letters, and all other correspondence in patient charts; Respond accurately to Frequently Asked Questions
Collect encounter forms and verify accuracy and completeness- Date of service; Encounter # and billing #; Attending Physician's name and number; Clinic location code; CPT codes and modifiers; ICD-10 codes; Referring provider for new patients when consultation charge is marked.
Collect self-pay balances per clinic policy; verify whether patient's account shows a credit balance prior to collecting any co-pays; post professional charges. Work with Office Manager to reconcile charge batches, balance cash collections to Use Batch Report daily, reconcile cash discrepancies, prepare deposit and take to central depository or bank (daily), and reconcile petty cash and submit to central depository (daily).
Complete Medical Records processes; prepare Outside Medical Records for access during patient visit, either by creating a visit folder for the hard copies or scanning in advance of the visit. Prepare paper patient charts for storage or consolidation with the main medical record.
Respond to patient or other requests for medical record copies.
Incoming Patient & Referring MD Appointment Requests are scheduled according to clinic standards.
Tests, Procedures & Outgoing Referral MD Appointment Requests are scheduled according to clinic standards.
Vanderbilt University Medical Center is home to Vanderbilt University Hospital, The Monroe Carell Jr. Children’s Hospital at Vanderbilt, the Vanderbilt Psychiatric Hospital and the Vanderbilt Stallworth Rehabilitation Hospital. These hospitals experienced more than 61,000 inpatient admissions during fiscal year 2015. Vanderbilt’s adult and pediatric clinics treated nearly 2 million patients during this same period. Vanderbilt University Hospital and the Monroe Carell Jr. Children’s Hospital at Vanderbilt are recognized again this year by U.S. News & World Report’s Best Hospitals as among the nation’s best with 18 nationally ranked specialties. Vanderbilt University Medical Center is world renowned because of the innovation, work ethic and collegiality of its employees. From our health care advances to our compassionate care, Vanderbilt owes its accomplishments and reputation to staff and faculty who bring skill and drive and innovation to the medical center day after day. World-leading academic departments and comprehensive centers of excellence pursue scientific discoveries and transformational educational and clinical advances across the entire spectrum of health and disease.As t...he largest employer in middle Tennessee, we welcome those who are interested in ongoing development in a caring, culturally sensitive and professional atmosphere. Most of us spend so much of our lives at work, we want to be part of maintaining a workplace in which people support one another and encourage reaching for excellence. Many high-achieving employees stay at Vanderbilt because of the professional growth they experience and because of their appreciation of Vanderbilt’s benefits, public events and discussions, athletic opportunities, beautiful setting and, above all, sense of community and purpose.Vanderbilt and its employees share a set of mutual expectations that have been created with productivity, legality, fairness and safety always in mind. We believe that our investment in training and compensating employees multiplies in value when we enable individuals to deliver their best performance for the benefit of us all.