Patient Service Specialist - Ent Call Center - Full Time

WATSON CLINIC; Lakeland (FL); On-site; USD 32,000 - 38,000; Full time

Job summary

Watson Clinic in Lakeland, FL is seeking a Patient Service Specialist to join the Call Center and manage scheduling, rescheduling, and cancellations for multiple providers across several specialties, including pediatrics. The role requires strong customer service, clear communication, and the ability to navigate complex scheduling needs.

In this fast-paced environment, the PSS will handle high volumes of calls, greet patients professionally, and assist with scheduling follow-up care as directed

Qualifications

• All related education and experience must be within the last five years.
• High School graduate or GED equivalent.
• Prefer understanding of medical, insurance, and legal terminology.

Responsibilities

• Schedule, reschedule, and/or cancel appointments for multiple providers and specialties.
• Answer incoming calls and make outbound calls to schedule appointments in a fast-paced Call Center.
• Schedule hospital follow-up appointments based on discharge or ER instructions.
• Assist patient portal requests by scheduling, rescheduling, or cancelling on behalf of patients.

Skills

Customer service

Appointment scheduling

Medical terminology

Education

High School diploma or GED

Job description

SUMMARY/OBJECTIVE

The Patient Service Specialist-Call Center team member must possess excellent customer service skills as (s)he will work directly with our patients.

The PSS must demonstrate mastery in all PSS duties to schedule, reschedule, and/or cancel for multiple providers within multiple specialties or pediatric department.

The PSS works in a fast-paced, high-volume Call Center environment where the PSS receives incoming calls and makes outgoing calls to schedule or reschedule appointments.

In addition, the PSS schedules appointments based upon physician referrals and schedules hospital follow-up appointments based upon discharge or Emergency Room instructions.

PSS will also schedule, reschedule, and cancel appointments via Patient Portal requests on the patient's behalf.

The PSS must possess strong interpersonal skills to communicate effectively to include a clear speaking voice. Greets callers and provides general directions to and within our facilities.

Must be able to interact in an affirmative demeanor to patients, visitors and co-workers alike; expected to display a positive and professional image at all times to elicit a favorable lasting impression.

Requirements

• Required Education and Experience: All related education and experience must be within the last five (5) years. High School graduate or GED equivalent.
• Preferred Education and Experience: Prefer understanding of medical, insurance, and legal terminology. Prefer 1+ years' customer service experience in related field. Prefer 1+ years' experience in medical appointment scheduling. Prefer 1+ years' experience in insurance verification. Prefer 1+ years' experience in billing/payment processing.
• Additional Eligibility qualifications: Must meet department standards for general abilities and typing tests; must have accurate keyboard skills. Must have knowledge of Windows-based computer applications. Must have detail oriented and able to access data from varied resources and programs. Must possess professional manner and appearance.