Patient Services Specialist - Call Center

Position Description

This position is responsible for ensuring the smooth operation of the clinic patient flow and serving as the primary contact for patients. Responsible for scheduling appointments, preparing necessary paperwork before the patient visits, receiving patients, and maintaining records. In addition, this position is responsible for processing charges for clinic services, filing insurance claims, responding to requests for information from patients and insurance companies and maintaining related information for the department. Employees may have cash-handling responsibilities.

Department

Call Center Ode

Major/Essential Functions

• Answers incoming patient calls promptly and professionally, provides exceptional patient service, assesses needs, schedules appointments, documents messages, and routes calls appropriately.
• Creates and maintains accurate patient charts, updates demographic and insurance information, and ensures timely documentation within the EMR system.
• Verifies insurance eligibility through third-party websites and company systems.
• Coordinates scheduling and communicates effectively with front-end staff and clinical teams to support efficient patient flow.
• Maintains patient confidentiality and adheres to HIPAA regulations, privacy standards, and company policies when handling patient information.
• Follows call center guidelines, matrix requirements, policies, and procedures while maintaining a high level of professionalism.

Required Qualifications

• High school diploma or GED
• 1-year Customer Service, office, or related experience. Additional education may substitute for the experience requirement.

Preferred Qualifications

• Bilingual English/Spanish
• Previous call center experience
• Experience in a healthcare or patient-facing environment

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information or status as a protected veteran.

Jeanne Clery Act

The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act is a federal statute requiring colleges and universities participating in federal financial aid programs to maintain and disclose campus crime statistics and security information. By October 1 of each year, institutions must publish and distribute their Annual Campus Security Policy & Crime Statistics Report (ASR) to current and prospective students and employees. To view this report, visit the TTUHSC Clery Act website at https://www.ttuhsc.edu/compliance/clery-report.aspx.