Patient Service Specialist

Discover Vanderbilt University Medical Center : Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. Vanderbilt Health is committed to an environment where everyone has the chance to thrive and where your uniqueness is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt's mission is to advance health and wellness through preeminent programs in patient care, education, and research.

Organization:
VIS Admin SHIC

Job Summary:
****Monday-Friday 12:30pm-9pm****

Position Summary
The Patient Service Specialist (PSS) serves as the first point of contact for patients and visitors, delivering an exceptional, patient-centered experience across all interactions. This role supports front-end operations including registration, scheduling, financial clearance, and communication, while ensuring accuracy, efficiency, and compliance with healthcare standards.
The PSS plays a critical role in maintaining patient flow, optimizing access to care, and supporting revenue cycle processes. Success in this role requires strong communication skills, emotional intelligence, attention to detail, and the ability to multitask in a fast-paced clinical environment.

Key Responsibilities

Patient Experience & Front Desk Operations

• Welcome patients and visitors with a professional, courteous, and empathetic approach

• Manage patient check-in/out processes efficiently while ensuring accurate identification using two identifiers

• Proactively communicate wait times, delays, and updates to patients

• Maintain a clean, organized, and patient-ready reception area

• Demonstrate professionalism and service excellence in all patient-facing interactions

Scheduling & Access Management

• Schedule, confirm, and modify patient appointments in alignment with clinic protocols

• Coordinate referrals, diagnostic testing, and follow-up visits

• Ensure appointments are appropriately linked to provider schedules and patient needs

• Support same-day scheduling and urgent patient requests when appropriate

Communication & Call Management

• Answer incoming calls promptly using established service standards

• Route calls appropriately and document accurate, detailed messages in the EMR

• Manage call transfers and escalation pathways effectively

• Provide clear, accurate information and support to patients, providers, and care teams

Registration, Insurance & Financial Coordination

• Verify and update patient demographic and insurance information using open-ended questioning techniques

• Scan, review, and validate insurance cards, ensuring accurate payer hierarchy (primary/secondary/tertiary)

• Identify referral, authorization, and financial clearance requirements prior to service

• Collect co-pays, deductibles, and outstanding balances in accordance with policy

• Provide receipts and ensure accurate documentation of all financial transactions

Revenue Cycle & Cash Handling

• Collect payments from self-pay patients and patient coinsurance balances in accordance with organizational policy

• Maintain accountability of assigned cash drawer and ensure accurate tracking of all transactions

• Reconcile daily cash collections and resolve discrepancies in a timely manner

• Meet or exceed established front-end collection performance metrics

• Prepare and secure daily deposits in accordance with organizational procedures

• Collaborate with leadership to ensure compliance with financial controls and audit standards

Medical Records & Documentation

• Prepare patient charts and records for upcoming visits (electronic and/or paper workflows)

• Scan and index clinical and administrative documents into the EMR

• Process requests for medical records in compliance with privacy regulations

• Ensure all documentation is accurate, complete, and aligned with clinical and billing requirements

Team Collaboration & Operational Excellence

• Partner effectively with clinical staff, leadership, and support teams to ensure seamless operations

• Support workflow improvements and contribute to operational efficiency initiatives

• Demonstrate adaptability and accountability in a dynamic healthcare environment

• Uphold organizational values, service standards, and compliance requirements

Minimum Qualifications

• High School Diploma or GED (or equivalent experience)

• Minimum 3 years of administrative or customer service experience, with at least 1 year in a healthcare or medical office setting preferred

Core Competencies

• Customer Service Excellence

• Communication & Active Listening

• Attention to Detail & Accuracy

• Multitasking & Time Management

• Emotional Intelligence & Professionalism

• Problem-Solving & Critical Thinking

• Teamwork & Collaboration

Physical Requirements & Work Environment

Physical Demands

• Ability to perform medium work (lift up to 50 lbs occasionally, 20 lbs frequently)

• Frequent use of hands for typing, scanning, and handling documents

• Ability to sit, stand, and move throughout the workday as needed

Work Environment

• Clinical office environment with moderate noise levels

• Exposure to patients and potential communicable illnesses

• Frequent interaction with patients, staff, and external stakeholders

Additional Expectations

• Maintain confidentiality in accordance with HIPAA and organizational policies

• Adhere to all infection prevention, safety, and compliance protocols

• Demonstrate a commitment to continuous learning and process improvement

• Represent the organization with professionalism both on-stage (patient-facing) and off-stage

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. Delivering Excellent Services: - 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. Ensuring High Quality: - 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. Managing Resources Effectively : - 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. - Makes Data Driven Decisions: Uses accurate information and good decision making to consistently achieve results on time and without error. Fostering Innovation : - 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.