Patient Services Specialist II #Full Time

61st Street Service Corporation; New York (NY); On-site; USD 36,933 - 45,212; Full time

Benefits offered by this job

Healthcare benefits

Paid Time Off

Job summary

61st Street Service Corporation is seeking a Patient Services Specialist II to provide scheduling support and excellent service for ColumbiaDoctors. The specialist will manage appointment requests, communicate insurance information, and ensure a smooth patient experience. Ideal candidates will have at least 3 years of relevant experience, strong customer service skills, and proficiency in Microsoft Office. The position offers a competitive hourly rate and a comprehensive benefits package.

Qualifications

• Minimum of 3 years of relevant experience including proficiency in medical terminology.
• Excellent problem-solving skills in complex settings.
• Strong verbal and written communication skills.

Responsibilities

• Schedules appointment requests and indicates special needs.
• Performs outbound calls for Epic referral scheduling.
• Mentors other specialists to resolve complex issues.

Skills

Excellent customer service skills

Problem assessment

Bilingual (English/Spanish)

Education

High School Diploma or equivalent

Associate’s Degree or higher preferred

Tools

Microsoft Office (Word & Excel)

Job description

Patient Services Specialist II #Full Time

The 61st Street Service Corporation provides administrative and clinical support staff for ColumbiaDoctors. This position will support ColumbiaDoctors, one of the largest multi-specialty practices in the Northeast. ColumbiaDoctors’ practices comprise an experienced group of more than 2,800 physicians, surgeons, dentists, and nurses, offering more than 240 specialties and subspecialties.

Job Summary

The Patient Services Specialist II is part of a department-based scheduling pod that handles large volumes of inquiries and requests from patients and customers for access/assistance in scheduling diagnostic services, physician referrals/appointments, and general department information. The Patient Services Specialist II is part of a team that delivers an exceptional patient experience that contributes to positive health outcomes for patients and a work culture of Service-Oriented, Trust, Empathy, Safety, Inclusion, and Communication.

Job Responsibilities

• Schedules appointment requests. Indicates special needs as needed.
• Communicates insurance participation, financial responsibility, and time of service policy to the patient population.
• Obtains patients’ insurance and demographic information and ensures all obtained information is registered in EPIC.
• Performs insurance verification and interprets responses. Informs patient of insurance requirements for services provided. Escalates cases for resolution as appropriate.
• Helps identify and document trends.
• Escalates issues/cases to Supervisor/Manager for resolution.
• Supports and participates in a collaborative team-oriented environment. Facilitates team discussions about complex patient scheduling needs.
• Takes ownership of resolving scheduling conflicts and communicates with the management team and care providers to resolve scheduling issues.
• Collects pre-registration information to address outstanding Epic work queue accounts.
• Performs outbound calls to perform Epic referral scheduling.
• Ensures processing of requested record collection for patients and corresponds with internal parties.
• General faxing, filing, and mail sorting.
• Contributes to the team by providing support and backup coverage as needed.
• Works on escalated cases with higher complexity as assigned. Manages complex cases and troubleshoots as needed.
• Helps mentor other Specialists to resolve complex issues/cases. Escalates such cases to Supervisor for resolution. Ensures remedy is executed successfully.
• Mentors assigned Patient Service Specialists on how to deliver excellent service to patients while accurately and efficiently retrieving patient demographic and financial information.
• Provides suggestions and recommendations to improve workflow, communication, and overall protocols in an effort to better serve the needs of the patients and department.
• Performs other related duties as assigned.

Job Requirements

• High School Diploma or the equivalent required.
• Minimum of 3 years of relevant experience including proficiency in medical terminology. The incumbent must demonstrate a strong proficiency in a wide range of scheduling complexity and related workflows.
• Excellent customer service skills and the ability to maintain a pleasant and helpful demeanor through all situations.
• Excellent skills in problem assessment, using good judgment, and collaborative problem-solving in complex and interdisciplinary settings.
• Excellent verbal and written communication skills including interpersonal skills.
• Strong proficiency in Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.
• Associate’s Degree or higher preferred.
• Prior high volume customer service experience in a call center environment is preferred.
• Bilingual (English/Spanish) is a plus.

Hourly Rate Ranges

$26.81 - $32.82

Note: Our salary offers will fall within these ranges based on a variety of factors, including but not limited to experience, skill set, training and education.

Benefits

The Service Corporation offers a competitive comprehensive Benefit package to eligible employees, including Healthcare and various other benefits such as Paid Time off to promote a healthy lifestyle.

Equal Employment Opportunity

We are an equal employment opportunity employer and we adhere to all requirements of all applicable federal, state, and local civil rights laws.