Patient Service Specialist

Vanderbilt Integrated Providers, LLC; United States; On-site; USD 21,000 - 32,000; Full time

Job summary

Vanderbilt Health, part of VIP - Rivergate Admin Staff, seeks a Patient Service Specialist to greet patients, schedule visits, and manage front-desk operations with empathy and accuracy.

You will coordinate with clinical staff, relay information, and maintain patient records while upholding privacy and service standards in a busy clinic setting.

Qualifications

• Experience in patient reception and scheduling.
• Ability to verify patient information and demographics.
• Excellent communication and problem‑solving abilities.

Responsibilities

• Greet patients and guests upon arrival.
• Schedule patient appointments with providers.
• Provide updates on wait times and appointment status.
• Take messages and transfer calls to appropriate staff.
• Maintain organized reception area and professional appearance.
• Document interactions in the medical record system (EPIC).
• Respond to patient inquiries with empathy and accuracy.

Skills

Patient interaction

Communication skills

Scheduling

EPIC

Education

High School Diploma or GED

Tools

EPIC

Job description

Discover Vanderbilt Health: With eight hospitals and over 180 clinics, we are the region’s largest comprehensive academic health system. Vanderbilt Health has a long tradition of providing world‑class care to the people of the Mid‑South, living out our mission of moving medicine forward through preeminent programs in patient care, education and research. Here you’ll find a spirit of collaboration and a supportive community where your expertise is valued, your knowledge expanded and your uniqueness celebrated. We are committed to fostering an environment where talented, compassionate people are united in bringing the most advanced care to our neighbors throughout the region.

Organization: VIP - Rivergate Admin Staff

Job Summary

The Patient Service Specialist is responsible for working directly with patients and their families to discuss any questions, complaints, comments, or suggestions. In addition, he/she advocates for patient in resolution of concerns and complaints.

KEY RESPONSIBILITIES TECHNICAL CAPABILITIES

• 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.

Our professional administrative functions include critical supporting roles in information technology and informatics, finance, administration, legal and community affairs, human resources, communications and marketing, development, facilities, and many more.

At our growing health system, we support each other and encourage excellence among all who are part of our workforce. High‑achieving employees stay at Vanderbilt Health for professional growth, appreciation of benefits, and a sense of community and purpose.

Core Accountabilities

• Organizational Impact: Performs tasks that are typically routine that may impact team's performance with occasional guidance.
• Problem Solving/ Complexity of work: Utilizes some discretion and research to solve routine problems.
• Breadth of Knowledge: Applies knowledge of standards, established processes and procedure that apply to your own job.
• Team Interaction: Provides guidance to entry level co-workers.

Core Capabilities

• Supporting Colleagues : Develops Self and Others: Continuously improves own skills by identifying development opportunities.
• Builds and Maintains Relationships: Seeks to understand colleagues' priorities, working styles and develops relationships across areas.
• Communicates Effectively: Openly shares information with others and communicates in a clear and courteous manner.
• Serves Others with Compassion: Invests time to understand the problems, needs of others and how to provide excellent service.
• Solves Complex Problems: Seeks to understand issues, solves routine problems, and raises proper concerns in a timely manner.
• Offers Meaningful Advice and Support: Listens carefully to understand the issues and provides accurate information and support.
• Performs Excellent Work: Checks work quality before delivery and asks relevant questions to meet quality standards.
• Fulfills Safety and Regulatory Requirements: Demonstrates basic knowledge of conditions that affect safety and reports unsafe conditions to the appropriate person or department.
• Demonstrates Accountability: Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high‑quality work/service.
• Stewards Organizational Resources: Displays understanding of how personal actions will impact departmental resources.
• Uses Data Driven Decisions: Uses accurate information and good decision making to consistently achieve results on time and without error.
• Generates New Ideas: Willingly proposes/accepts ideas or initiatives that will impact day‑to‑day operations by offering suggestions to enhance them.
• Applies Technology: Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action.
• Adapts to Change: Embraces changes by keeping an open mind to changing plans and incorporates change instructions into own area of work.

Position Qualifications

Responsibilities: Certifications: Work Experience: Relevant Work Experience Experience Level: 2 years Education: High School Diploma or GED

This role offers the opportunity to make a meaningful impact within Vanderbilt Health, supported by a comprehensive benefits package which may include health, disability, retirement and/or wellness offerings to enhance your well-being and professional growth.

Vanderbilt Health is committed to fostering an environment where everyone has the chance to thrive and is committed to the principles of equal opportunity. EOE/Vets/Disabled.

PEOPLE ARE AT THE HEART OF ALL WE DO.

Great health care takes great people.

We’re the largest private employer in Middle Tennessee, with a growing team and an expanding footprint across towns and communities throughout the region.

We employ more than 43,000 people who work in inpatient and outpatient clinical care, research and graduate medical education.

Our employees also serve in critical supporting roles in administration, information technology and informatics, finance, legal and community affairs, communications and marketing, fundraising, groundskeeping and facilities, and many other departments.

Our growing academic health system has more than 2,100 licensed hospital beds at eight hospitals: Vanderbilt University Hospital Monroe Carell Jr. Children’s Hospital at Vanderbilt Vanderbilt Psychiatric Hospital Vanderbilt Stallworth Rehabilitation Hospital Vanderbilt Bedford Hospital Vanderbilt Clarksville Hospital Vanderbilt Tullahoma‑Harton Hospital Vanderbilt Wilson County Hospital Vanderbilt Health is the Mid‑South's largest provider of specialty care, with hundreds of outpatient clinic and surgical locations throughout the region, and Tennessee’s only National Cancer Institute‑designated Comprehensive Cancer Center for adults and children.

We are one of the nation’s busiest critical care centers, home to Middle Tennessee’s only Level 1 Trauma Center and Burn Center for adults and children, and Middle Tennessee’s only Level IV Neonatal Intensive Care Unit.

We are the nation’s largest transplant center, and last year we performed the most heart transplants than any center worldwide.

Vanderbilt Health is an epicenter for biomedical research, winning over $1 billion in annual research awards from government, industry, foundations and donors.

We are also a national leader in medical training and education, with the largest clinical training center in the Mid‑South and the only training center in Tennessee for many adult and pediatric specialties.

We’re honored to be consistently considered among the nation’s best hospitals for quality, safety and patient satisfaction.

Three of our hospitals — Vanderbilt University Hospital, Vanderbilt Psychiatric Hospital and Vanderbilt Wilson County Hospital — have been awarded a Five‑Star Quality Rating from Medicare.

High‑achieving employees stay at Vanderbilt Health for professional growth opportunities, competitive compensation and benefits, and a sense of community and purpose.

Our vision: The world leader in advancing personalized health

Our mission: Personalizing the patient experience through our caring spirit and distinctive capabilities