Patient Service Specialist

Description

Patient Service Specialist

Hybrid - West Bloomfield, MI

Summary

Bilingual in Spanish Preferred but not required

The Financial Navigator I at Metro Vein Centers plays a vital role in supporting patients and staff by providing accurate and clear information regarding insurance benefits and out-of-pocket costs. This position is responsible for verifying insurance eligibility, assessing network status, addressing patient inquiries, and ensuring first-call resolution for both internal and external stakeholders. Financial Navigator I serves as the first point of contact, delivering exceptional customer service and maintaining strict compliance with HIPAA and clinic requirements.

Essential Functions

• Serve as the first line of contact for satellite offices and patient inquiries.
• Manage inbound calls from patients and staff in a friendly, professional, and solution-oriented manner.
• Listen actively to patients' concerns and handle complaints with empathy and professionalism. Aims to resolve a patient's concerns within one call.
• Provide detailed explanations of healthcare benefits, out-of-pocket costs, and statements.
• Process payments from both patients and staff efficiently and securely.
• Review patient accounts, transactions, and payments while resolving related issues.
• Clearly communicate insurance benefits and eligibility to patients and staff.
• Maintain strict confidentiality in accordance with HIPAA regulations and clinic policies.
• Obtain and verify patient insurance coverage, benefits, and network status.
• Document all communications and resolutions accurately in the appropriate systems.
• Collaborate with internal teams to ensure seamless communication and issue resolution.
• Perform additional responsibilities as assigned or required to meet departmental goals.
  
  

Competencies

• Customer Service: Provide outstanding service with professionalism and empathy.
• Attention to Detail: Ensure accuracy in all communications and documentation.
• Communication Skills: Demonstrate strong verbal and written communication skills.
• Problem Solving: Resolve patient inquiries and issues effectively and efficiently.
• Confidentiality: Handle sensitive patient information with the utmost discretion.
• Adaptability: Stay flexible in managing evolving priorities and responsibilities.
  
  

Work Environment

• Primarily in-office, with the potential for a transition to a hybrid schedule after successful training / auditing.
  
  

Physical Demands

• Sitting, standing, and occasional lifting of up to 25 lbs.
  
  

Travel Required

• None
  
  

Preferred Education And Experience

• Previous contact center experience.
• Familiarity with Athena Practice or similar electronic medical record (EMR) systems.
• Experience working with Revenue Cycle Management (RCM) vendors, either onshore or offshore.
  
  

Additional Eligibility Requirements

This job description is not exhaustive and may be adjusted at any time to reflect changing organizational needs. Duties, responsibilities, and activities are subject to modification with or without notice.

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.