Patient Service Specialist

Patient Service SpecialistDiscover 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.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 ResponsibilitiesPatient Experience & Front Desk OperationsWelcome patients and visitors with a professional, courteous, and empathetic approachManage patient check-in/out processes efficiently while ensuring accurate identification using two identifiersProactively communicate wait times, delays, and updates to patientsMaintain a clean, organized, and patient-ready reception areaDemonstrate professionalism and service excellence in all patient-facing interactionsScheduling & Access ManagementSchedule, confirm, and modify patient appointments in alignment with clinic protocolsCoordinate referrals, diagnostic testing, and follow-up visitsEnsure appointments are appropriately linked to provider schedules and patient needsSupport same-day scheduling and urgent patient requests when appropriateCommunication & Call ManagementAnswer incoming calls promptly using established service standardsRoute calls appropriately and document accurate, detailed messages in the EMRManage call transfers and escalation pathways effectivelyProvide clear, accurate information and support to patients, providers, and care teamsRegistration, Insurance & Financial CoordinationVerify and update patient demographic and insurance information using open-ended questioning techniquesScan, review, and validate insurance cards, ensuring accurate payer hierarchy (primary/secondary/tertiary)Identify referral, authorization, and financial clearance requirements prior to serviceCollect co-pays, deductibles, and outstanding balances in accordance with policyProvide receipts and ensure accurate documentation of all financial transactionsRevenue Cycle & Cash HandlingCollect payments from self-pay patients and patient coinsurance balances in accordance with organizational policyMaintain accountability of assigned cash drawer and ensure accurate tracking of all transactionsReconcile daily cash collections and resolve discrepancies in a timely mannerMeet or exceed established front-end collection performance metricsPrepare and secure daily deposits in accordance with organizational proceduresCollaborate with leadership to ensure compliance with financial controls and audit standardsMedical Records & DocumentationPrepare patient charts and records for upcoming visits (electronic and/or paper workflows)Scan and index clinical and administrative documents into the EMRProcess requests for medical records in compliance with privacy regulationsEnsure all documentation is accurate, complete, and aligned with clinical and billing requirementsTeam Collaboration & Operational ExcellencePartner effectively with clinical staff, leadership, and support teams to ensure seamless operationsSupport workflow improvements and contribute to operational efficiency initiativesDemonstrate adaptability and accountability in a dynamic healthcare environmentUphold organizational values, service standards, and compliance requirementsMinimum QualificationsHigh 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 preferredCore CompetenciesCustomer Service ExcellenceCommunication & Active ListeningAttention to Detail & AccuracyMultitasking & Time ManagementEmotional Intelligence & ProfessionalismProblem-Solving & Critical ThinkingTeamwork & CollaborationPhysical Requirements & Work EnvironmentPhysical DemandsAbility to perform medium work (lift up to 50 lbs occasionally, 20 lbs frequently)Frequent use of hands for typing, scanning, and handling documentsAbility to sit, stand, and move throughout the workday as neededWork EnvironmentClinical office environment with moderate noise levelsExposure to patients and potential communicable illnessesFrequent interaction with patients, staff, and external stakeholdersAdditional ExpectationsMaintain confidentiality in accordance with HIPAA and organizational policiesAdhere to all infection prevention, safety, and compliance protocolsDemonstrate a commitment to continuous learning and process improvementRepresent the organization with professionalism both on-stage (patient-facing) and off-stageOur 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.