Patient Services Specialist I

Patient Services Specialist I

Alpharetta - Alpharetta, GA 30022

Overview

Position Type Full Time

This position supports our Mission To expand access to compassionate, high-quality mental health care.

Description

The Patient Services Specialist (PSS) is the face of Turnwell Mental Health Network and the first and last person patients interact with at every clinic location. This is a customer service-focused front desk role: the PSS welcomes and checks in patients, answers and manages the clinic's phones, collects and verifies patient and insurance information, and collects payments, all while creating a calm, welcoming, and judgment-free experience for patients who may be struggling with their mental health. Reporting to the Clinic Manager or Practice Manager, the PSS plays a critical role in patient experience, administrative and financial accuracy, and cross-functional clinic support. The PSS will also be cross-trained in select clinical support tasks to ensure continuity of care when clinical staff are unavailable.

Core Responsibilities

Patient Greeting & Check-In

• Greet every patient and visitor warmly and by name upon arrival, making eye contact and setting a calm, welcoming tone that puts anxious or distressed patients at ease.
• Manage the full check-in process for every appointment type, including medication management, therapy, TMS, Spravato, IV Ketamine, and IOP, confirming the patient's identity, appointment, and provider.
• Present and collect intake paperwork, consent forms, privacy notices, financial policies, and electronic questionnaires, and confirm they are complete and signed before the patient is roomed.
• Verify photo ID and insurance card at each new patient visit and as policy requires for returning patients, scanning copies into the EHR.
• Notify clinical staff promptly when a patient has arrived, keep patients informed of any wait times, and handle delays with empathy and transparency.
• Use professional discretion at the front desk: protect patient privacy in the waiting area, speak quietly about sensitive matters, and escalate immediately to clinical staff or the Clinic Manager if a patient appears distressed, agitated, or in crisis, following clinic safety protocols.
• Support patients checking out by confirming follow-up appointments, reviewing any balance due, and answering questions about next steps.

Telephone & Message Management

• Answer all incoming calls promptly, within a few rings, with a friendly, professional greeting that represents Turnwell Mental Health Network.
• Serve as the first point of contact for new patient inquiries, explaining services, answering general questions about the clinic, and guiding callers through the new patient intake process.
• Route calls to the appropriate team member, department, or provider, and take accurate, complete messages when staff are unavailable, delivering them the same day.
• Handle callers with compassion and patience, including those who are upset, confused, or in distress, and immediately escalate any call involving a clinical concern, safety concern, or crisis to the appropriate clinical staff in accordance with clinic protocols.
• Place outbound calls and send texts or portal messages for appointment reminders, confirmations, and missed-appointment follow-up, in accordance with clinic protocols.
• Monitor and respond to voicemails, faxes, and electronic messages, routing them appropriately and in a timely manner.

Patient Information Collection & Registration

• Collect and enter complete, accurate demographic information for new patients, including legal name, date of birth, address, phone number, email, emergency contact, preferred pharmacy, and communication preferences.
• Confirm and update patient demographic, contact, and insurance information at every visit to keep EHR records current.
• Obtain required signatures and acknowledgments, including consent to treat, HIPAA notice of privacy practices, financial responsibility, communication and telehealth consents, and release-of-information forms.
• Explain forms and the information being requested in plain, reassuring language, and be sensitive to patients who may feel overwhelmed or reluctant to share personal details.
• Ensure information is entered consistently and accurately in the EHR and practice management system, and correct any errors or missing data before the patient is seen.

Insurance Verification & Eligibility

• Collect insurance information at scheduling and check-in, including front and back copies of the insurance card, subscriber and policyholder details, and secondary coverage.
• Verify patient eligibility and benefits through payer portals or by phone before the visit, confirming active coverage, behavioral health benefits, copay, deductible, coinsurance, visit limits, and any referral requirements.
• Identify visits and services that require prior authorization (for example, TMS, Spravato, IV Ketamine, and IOP) and coordinate with the billing department and clinical team to obtain and track authorizations before treatment.
• Document verification results in the patient record and flag coverage issues, such as inactive policies or out-of-network status, to the patient, billing team, or Clinic Manager before the appointment.
• Clearly and compassionately explain coverage, expected out-of-pocket costs, and self-pay options to patients, and direct complex questions to the billing department.
• Re-verify coverage at the start of each plan year and whenever a patient reports an insurance change.

Payment Collection & Financial Conversations

• Collect and process co-pays, deductibles, coinsurance, outstanding balances, self-pay fees, and treatment package payments at the time of service.
• Securely process credit and debit card payments through the clinic's payment terminal or payment platform, and accept cash or check where permitted.
• Offer patients the option to securely store a card on file in accordance with clinic policy and PCI compliance standards, ensuring the patient understands and signs the card-on-file authorization.
• Issue receipts, post payments accurately to the patient's account, and reconcile the cash drawer and daily payment totals at close of day.
• Discuss balances and payment expectations with tact and sensitivity, keeping conversations private and offering payment options or referrals to the billing department when a patient has difficulty paying.
• Communicate and apply clinic policies for late cancellations, no-shows, and other applicable fees consistently and respectfully.
• Handle payment card data and patient financial information with strict confidentiality, and promptly report discrepancies, declined payments, or suspected errors to the Clinic Manager or billing department.

Scheduling & Appointment Management

• Schedule new, follow-up, and recurring appointments, including treatment series for TMS, Spravato, IV Ketamine, and IOP, according to provider availability and clinic scheduling guidelines.
• Schedule follow-up appointments for patients at the conclusion of their visit or as directed by the clinical team.
• Confirm appointments, manage cancellations and reschedules, and maintain the waitlist to keep provider schedules full.
• Provide patients with clear pre-visit instructions, such as forms to complete, arrival times, and any treatment-specific requirements like arranging transportation.

Front Office Operations & Environment

• Oversee day-to-day front office operations, ensuring the reception area remains clean, organized, professional, and patient-ready at all times.
• Open and close the front office, stock supplies, and keep forms, brochures, and patient resources current and available.
• Collaborate with providers, medical assistants, billing staff, and the Clinic Manager to keep patient flow smooth and communicate any front office issues promptly.
• Welcome and direct visitors, vendors, and family members appropriately while maintaining patient confidentiality.

Chart Audits & Administrative Accuracy

• Conduct pre-visit chart audits for all scheduled patients to ensure records are complete, current, and accurate prior to the appointment.
• Verify that all required documentation, including insurance authorizations, referrals, consent forms, and clinical notes, are in place before each patient visit.
• Flag and resolve any documentation gaps in coordination with the clinical team, billing department, or provider.
• Maintain accurate patient records in the Electronic Health Record (EHR) system, including updated contact information, insurance, and appointment history.
• Support medical records requests and release of information processes in compliance with HIPAA regulations.
• Disability paperwork -- ensure patients paperwork is completed timely by the clinical team and communicate with patients for collection and payment collection.

Clinical Support Cross-Training

The PSS will be cross-

Turnwell Mental Health Network, Inc.