Patient Services Specialist / Front Desk / Receptionist

Overview
The Patient Services Specialist plays a vital role in ensuring a seamless and positive experience for patients throughout their journey with the healthcare facility. This individual will be responsible for patient intake, scheduling, coordinating with healthcare providers, and assisting with administrative tasks while maintaining a high level of customer service and patient care. The Patient Services Specialist is a key point of contact for patients and must possess strong communication skills, attention to detail, and a compassionate, professional demeanor.

Duties

1. Patient Intake & Registration:

• Greet patients upon arrival and assist with the registration process, including verifying personal and insurance information.

2. Scheduling & Coordination:

• Schedule patient appointments for consultations, follow-ups, and procedures, ensuring efficient use of provider time and patient availability.
• Coordinate with various departments, including lab services, diagnostic imaging, and medical staff, to ensure timely and accurate scheduling of required tests and services.
• Manage appointment reminders and confirmations, reducing no-shows and ensuring timely rescheduling when necessary.

3. Patient Communication & Support:

• Serve as a point of contact for patients, providing information about healthcare services, billing inquiries, insurance coverage, and appointment details.
• Address and resolve patient questions, concerns, and complaints with professionalism, empathy, and efficiency.
• Provide clear instructions for pre-visit preparation, follow-up care, and treatment protocols.

4. Insurance Verification & Billing Support:

• Verify patient insurance coverage, obtain pre-authorizations for procedures, and confirm benefits to ensure accurate billing.
• Assist patients with understanding their insurance benefits, co-pays, and payment options.
• Support the billing department by collecting co-pays and processing payments, and ensuring billing information is correctly documented.

5. Patient Advocacy & Care Coordination:

• Assist patients with navigating the healthcare system, providing information on available services, specialists, and treatment options.
• Work closely with healthcare providers to facilitate communication and ensure patient needs are met in a timely manner.
• Coordinate referrals to specialists or additional services as needed, ensuring continuity of care.

6. Administrative & Documentation Support:

• Maintain organized and up-to-date patient files, records, and scheduling logs in compliance with privacy laws (e.g., HIPAA).
• Assist with medical records management, including filing, retrieving, and ensuring proper documentation for patient visits.
• Handle incoming phone calls, emails, and correspondence, directing inquiries to the appropriate departments or staff.

7. Customer Service & Patient Experience:

• Create a welcoming, compassionate environment for patients, ensuring that each interaction reflects the facility’s commitment to high-quality care.
• Monitor and improve patient satisfaction by actively seeking feedback and addressing any areas for improvement.
• Ensure that patient concerns are resolved in a timely and respectful manner, maintaining a high level of patient trust and satisfaction.

8. Compliance & Privacy:

• Follow all organizational policies and procedures regarding patient privacy, safety, and confidentiality (HIPAA compliance).
• Maintain knowledge of healthcare industry regulations, updates, and standards to ensure accurate patient records and billing practices.
• Ensure all necessary documentation is completed accurately and collected, including consent forms, medical histories, and insurance details.
• Input patient data into the healthcare facility’s electronic medical records (EMR) system, maintaining accuracy and confidentiality.

Qualifications:

Education: High school diploma or equivalent required; Associate degree in healthcare administration, medical assisting, or a related field is preferred.

Experience: At least 1-2 years of experience in a healthcare setting, with prior experience in patient services, front office, or customer service roles preferred.

Skills & Knowledge:

• Strong communication skills, both verbal and written.
• Familiarity with healthcare terminology, insurance, and billing practices.
• Proficiency in using healthcare management software, electronic medical records (EMR), and Microsoft Office Suite.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple tasks simultaneously and work in a fast-paced environment.
• Compassionate, patient-focused, and able to maintain professionalism in all interactions.

Personal Attributes:

• Empathetic and patient-centric, with a strong commitment to excellent customer service.
• Detail-oriented with the ability to handle sensitive information in a confidential manner.
• Problem-solver who is proactive in addressing patient concerns or issues.
• Flexible and adaptable to changing workflows and patient needs.
• Team player with the ability to collaborate effectively with physicians, nurses, and clinical and administrative staff.

Working Conditions:

• Full-time position with standard office hours; evenings or weekends may be required depending on patient needs and clinic schedule.
• Work environment involves frequent patient interaction, both in-person and over the phone, as well as data entry tasks.
• Competitive salary and benefits package, including health insurance, paid time off, and opportunities for professional development.

The IVF Center is an equal opportunity employer and strives to create an inclusive, welcoming work environment for all employees. We encourage individuals of all backgrounds to apply.

Job Type: Full-time

Pay: From $16.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Bereavement leave
• Dental insurance
• Health insurance
• Life insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Uniform allowance
• Vision insurance

Medical Specialty:

• Reproductive Endocrinology & Infertility

Schedule:

• Monday to Friday

Work Location: In person

Salary : $16