Patient Service Specialist II

970 Scotland Memorial Hospital, Inc; Pembroke (NC); On-site; USD 34,000 - 52,000; Full time

Benefits offered by this job

Competitive pay

Parental leave

On-site childcare

Flexible scheduling

Career growth

Job summary

Scotland Health Care System in Laurinburg, NC seeks a full-time Medical Office Clerk to support front desk operations and patient flow. You will register patients in EPIC, verify demographics, schedule follow-ups, and manage referrals with a focus on accuracy and customer service.

The role involves collecting copays, handling referrals, and ensuring AVS is delivered post-visit. Prior medical office experience and strong organization are preferred.

Qualifications

• High school diploma or GED; associate degree preferred in healthcare administration.
• Previous medical office experience preferred.
• Strong organizational and interpersonal skills; excellent verbal and customer service.
• Ability to prioritize tasks and solve problems independently.

Responsibilities

• Accurately complete EPIC registration and verify patient demographics.
• Screen for insurance eligibility and explain SPN sliding fee option.
• Schedule and confirm appointments, reminders, and walk-ins.
• Handle patient communications and referrals as directed by providers.
• Collect copays and coinsurance; process daily deposits and reconciliation.
• Complete referrals and ensure AVS (after visit summary) is delivered.

Skills

EPIC

Organizational

Communication

Customer service

Problem-solving

Education

High school diploma or GED

Associate degree in healthcare administration

Tools

EPIC

MS Office

Job description

Department: SCMG Pembroke Primary - Family Medicine Status: Full time Shift: Various (United States of America) Schedule Details/Additional Information: Mon-Fri 8am-5pm

Job Description

A. Check in Core Skills

• 1. Accurately completes EPIC registration for each patient as indicated by the following: Verifies and updates complete patient demographics. Screens for insurance eligibility and scans correct insurance cards. If Self-Pay, offers SPN Sliding Fee application and makes sure acknowledgement is signed. (Applicable to Primary Care Only) Ensures E-sign Consent for treatment and insurance authorization is completed if due. Patient Appointment arrival, following Standard Work.


• 2. Performs Patient reminder calls. Daily reviews requests to cancel or reschedule appointments. Handles live calls as assigned for appointment reminders with a goal of decreasing unused appointment slots daily.


• 3. Assists with Phones Greets patient/ answer phones in a kind, courteous tone. Assists patient with scheduling, rescheduling appointments. Creates inbox messages as needed to assist patients including refill requests for medication. Demonstrates competence in identifying RED words.


• 4. Performs Scheduling for Walk Ins.


• 5. Generates no show letters through EPIC.

B. Check Out Core Duties

• 1. Schedule follow up appointments, referrals, and ancillary services as directed by EPIC provider orders.


• 2. Return phone messages and assist patients.


• 3. Distribute land line faxes as needed to appropriate Clerical and Clinical Teammates.


• 4. Complete appropriate referral work ques.


• 5. Ensure Patient receives AVS (after visit summary).


• 6. Complete work notes as directed by provider.

C. Other Core Duties

Collects copays and coinsurance as applicable at Check out or Check in. Completes standard work for daily deposit and reconciliation. Manage ON Base Patient Documentation Application Transcribe orders/Enter Referral Orders Schedules Incoming referrals by practice protocols Completes Prior Authorizations as required

Education

High school diploma or equivalency (GED) Associate degree in healthcare administration or equivalent college coursework preferred.

Experience

Previous Medical Office experience preferred.

Knowledge, Skills, Abilities

Strong organizational skills and ability to prioritize tasks Strong interpersonal skills and ability to work with a wide variety of individuals. Ability to identify and solve problems independently. Excellent in verbal and communication skills. Excellent Customer Service skills.

Careers

At Scotland Health Care System, we’re proud to employ a team of dedicated professionals who embody the Scotland Way. Founded in 1946, Scotland Health Care System is a community-owned, not-for-profit organization serving Laurinburg, North Carolina. Our mission is simple yet powerful: to deliver safe, high-quality, compassionate, and sustainable health care to everyone in need. We offer a full spectrum of services—including inpatient, outpatient, and emergency care—along with specialized programs in cancer treatment, cardiac care, surgical services, and women’s health. Our culture is built on caring—for our patients and for our people. We believe that when we take exceptional care of our employees, they can provide exceptional care to our communities. That’s why we offer:

• Competitive compensation


• Family-friendly benefits including Paid Parental Leave and On-Site Childcare


• Flexible scheduling


• Exclusive savings programs


• Career growth and advancement opportunities

If you’re looking for more than just a job—if you want a meaningful career where you can make a difference—Scotland Health Care System is the place for you. Join our team today! Scotland Health Care System in Laurinburg, North Carolina is proud to be the community's health care system. We are a community owned and controlled not-for-profit organization that includes Scotland Memorial Hospital, Scotland Physicians Network with sixteen medical practices, Scotland Regional Hospice (formerly Hospice of Scotland County), Scotland Family Counseling Center, and Scotland Memorial Foundation. Here at Scotland Health Care System, we understand that healthcare is evolving. Advances in medicine and strides in technology are providing local communities access to better healthcare. It is our desire to provide you the best care possible. Our staff will be here to help you and your loved ones when the need arises. Our Beliefs About Our Future: To successfully accomplish our Mission and Vision our transformation must include creative and innovative changes in what we do and how we do it. We must change from a hospital and provider-centric model to a patient-centered, ambulatory model. There will be a continued focus on moving the industry to an increasingly ambulatory based delivery model focused on the health of the individual patient and the overall health of the population we serve. New payment models will incent us to better coordinate our patient’s care along the continuum of services. This includes both how our patients are treated and how their treatment information flows. New partners, arrangements, and competitors will emerge for us as a result of the new treatment and payment models. We will be strategically advantaged by coordinating access to a comprehensive continuum of care. Patients and their families will behave more like Consumers, expecting more Value, Convenience, and Access, in addition to caring and compassionate Service. Limited opportunities to pursue Smart Growth will necessitate us focusing our strategic efforts and resource allocation decisions.