Patient Services Specialist I - Referral & Scheduling Contact Center

Patient Services Specialist 1Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.Our Core Values are:We serve faithfully by doing what's right with a joyful heart.We never settle by constantly striving for better.We are in it together by supporting one another and those we serve.We make an impact by taking initiative and delivering exceptional experience.Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:Immediate eligibility for health and welfare benefits401(k) savings plan with dollar-for-dollar match up to 5%Tuition ReimbursementPTO accrual beginning Day 1Note: Benefits may vary based upon position type and/or level.The Patient Services Specialist 1, with direct oversight, provides administrative support in a physician office, clinic, or other area. This role assists patients to ensure high-quality, patient-centered care. Duties include patient relations, check-in and check-out, scheduling, insurance verification, and answering phones.This is a remote position; however, candidates must reside within a reasonable commutable distance of 2401 South 31st Street, Temple, TX 76508. This role operates in a fast-paced, productivity-focused environment and requires team members to consistently meet established daily performance and productivity quotas.Essential Functions of the Role:Assists with patient duties, including relations, check-in, check-out, scheduling, insurance verification, and answering phones. Arranges follow-up visits and referral appointments.Assists with patient registration by collecting and verifying insurance information. Verifies patient demographics and enters changes into the computer system. Directs patients to appropriate waiting areas.Accepts payments for physician/clinic services according to established guidelines.Posts payments and enters charges into computer utilizing appropriate codes.Generates daily payment reports and verifies cash drawer against report.Provides accurate patient, medical, financial or procedural information to patients or approved outside entities.May be required to discuss financial arrangements with patients.Receives and directs phone calls. Assists patients and other visitors.Responds to routine inquiries concerning practice services, hours of operation, etc.Ensures any patient complaints are handled appropriately.Assists with medical records duties as requested.Key Success Factors:Good listening, interpersonal and communication (oral and written), and professional, pleasant and respectful telephone etiquette.Ability to adapt communication style to suit different audiences. Empathetic listener, sensitive, upbeat, optimistic, articulate, gracious and tactful.Ability to promptly assess requests by using electronic and paper resource materials and correctly respond to patient inquiries.Ability to calm upset patients in a composed and professional demeanor.Excellent data entry, numeric, typing and computer navigational skills, with attention to details.Comfortable working in a fast paced, constantly changing and stressful environment.Demonstrates a positive, professional attitude and a willingness to learn and adapt.Shows a history of stable, long-term employment and commitment to their roles.Prior experience working with referrals, medical orders, or patient scheduling is highly valued.Demonstrates strong customer service and de-escalation skills, including the ability to remain professional during challenging interactions.Possesses strong problem-solving and critical-thinking skills, particularly when information is incomplete or requires clarification.Comfortable working in a fast-paced, productivity-driven environment with established daily quotas.Epic experience is a plus, particularly experience related to scheduling, referrals, or order processing.Able to learn complex processes and workflows while maintaining accuracy and attention to detail.Belonging Statement:We believe that all people should feel welcomed, valued and supported.Qualifications:EDUCATION - H.S. Diploma/GED EquivalentEXPERIENCE - Less than 1 Year of Experience