Front Desk Patient Services Specialist

Summary This position serves as the front‑line support for the practice, providing clerical, secretarial, and receptionist duties. Responsibilities include coordinating patient flow, answering phones, scheduling appointments, registering patients, verifying insurance information, collecting payments, scheduling tests or procedures, and processing referrals. The role requires demonstrating respect, kindness, compassion, courteousness, and professionalism to patients, families, and visitors while ensuring excellent customer service to a diverse patient population. Responsibilities Maintain excellent customer service by acknowledging and welcoming patients, families, and visitors; greeting callers promptly; and efficiently handling customer needs, concerns, and complaints. Verify and update patient information, ensuring accuracy and compliance with HIPAA, PPA, MSP, and consent forms. Schedule patient appointments and coordinate use of practice management, EMR, insurance verification, Medifax, population health registry, and Iterminal systems. Register new patients, explain practice policies and procedures, and obtain email addresses for portal registration and satisfaction surveys. Prior to patient departure, schedule future appointments, necessary tests and procedures, collect copayments, process referrals, obtain prior authorizations, and checkout patients. Other Duties and Responsibilities Apply HIPAA privacy regulations to all verbal and written communications involving personal health information. Educate patients on Televox (if applicable), financial policy, HIPAA, PCMH, PRC Customer Satisfaction survey, and Patient Portal. Coordinate primary care and specialty referrals within MyMichigan Health and other health systems; obtain insurance authorizations as needed. Maintain cash drawer, balance at day end, and post payments to patient accounts. Accurately fax, file, scan documents, and maintain patient medical records. Perform office opening and closing procedures; cover one or multiple practices; understand medication and prescription release process. Train and orient new employees in the Patient Service Assistant position. Demonstrate teamwork, clear communication, and commitment to internal and external customer needs. Support additional duties as assigned. Show competency in Microsoft Windows; may participate in further learning opportunities offered by MyMichigan Health. Certifications and Licensures Fingerprinting (FINGERPRIN) Qualifications Knowledge of reading, writing, mathematics, and computer skills. Keyboarding skills for patient registration and office tasks. Medical terminology, office policies, practices, and procedures typically acquired through two (2) years of experience in a medical office or similar setting. Strong interpersonal skills for effective communication with individuals and groups at all levels. Competency in Microsoft Windows. Physical and Mental Requirements Exposure to stressful situations and public contact, including trauma, grief, and death. Ability to wear personal protective equipment, including latex or suitable substitutes. Ability to move freely throughout the facility, with or without an assistive device. Good vision and hearing, with or without assistance. Frequent sitting, standing, and walking for extended periods; require postural changes such as stooping, kneeling, or crouching. Exposure to bloodborne pathogens; must follow MyMichigan Health bloodborne pathogen and TB testing requirements. Handle multiple tasks independently, maintain regular attendance, and stay alert. Dexterity for handling, reaching, grasping, and repeating movements; occasional lifting of 0–10 lbs. Physical demand level: Sedentary. #J-18808-Ljbffr