Lead Patient Services Spec

Patient Service Coordinator Location: Bellevue (Monday‑Friday 8:00am‑4:30pm) The Patient Service Coordinator works directly with patients and their families to discuss any questions, complaints, comments, or suggestions. The coordinator advocates for patients in the resolution of concerns and complaints. Key Responsibilities Serve as the clinic contact to listen and resolve patient/family concerns and complaints. Gather and research information related to patient care, reimbursement, or community resource issues. Follow complaints through to resolution and provide feedback to patients/families. Facilitate relationships with public agencies and collaborate with community resource networks. Work with staff to resolve concerns and improve services, taking an advocacy position. Track and analyze all concerns and complaints. Identify problematic trends and make recommendations for correction. Produce regular overview reports. Develop referral systems with human services agencies. Perform other duties as assigned. Knowledge, Skills and Abilities Knowledge: Medical terminology and organization services; administrative processes, procedures, claims processing, and preparing patient charts; healthcare field, medical practice, clinical administrative systems, financial policies and reimbursement payment requirements; counseling, conflict resolution, and customer service principles and applications. Skills: Use of multi‑line phone system, including transferring calls and paging; high degree of diplomacy and tact while multi‑tasking, organizing, and scheduling patients; data analysis, policy analysis, objective report preparation; defusing tense situations through diplomatic problem‑solving; balancing clinic and patient needs with minimal tension. Abilities: Work well under pressure with minimal supervision; calm or defuse irate callers and patients; communicate effectively with patients, staff, and external contacts; maintain effective relationships with a wide variety of people; competently use Microsoft Office (Word, PowerPoint, Excel) and practice management software. Other Qualifications Willingness to work evenings and/or weekends as needed. Willingness to attend continuing education courses at the request of the employer. Basic Qualifications Bachelor’s degree in human relations/social services, communications, marketing, or business/health administration (preferred). Minimum of two (2) years of experience in customer service, including at least six months in a healthcare setting. Patient Services Specialist experience preferred. Medical terminology knowledge preferred. Physical Requirements and Work Environment Occasionally required to stand, walk, sit for extended periods, use hands, reach, climb stairs, balance, stoop, kneel, bend, crouch, or crawl. Occasionally lift and move up to 20pounds. Repetitive upper‑body motion for computer use. Vision requirements: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Primarily works in a well‑lit, ventilated, climate‑controlled office environment with routine office equipment; may work from clinic locations and be exposed to contagious viruses. Equal Opportunity Employer : 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. #J-18808-Ljbffr Montgomery College