Patient Services Specialist

Job Description

Job Description

Description:

Fusion Therapy Center is seeking a dependable, highly organized, and professional Patient Services Specialist to support our pediatric therapy clinic.

The Patient Services Specialist plays an important role in ensuring patients maintain consistent access to therapy and that therapist schedules remain stable, productive, and well managed. This position is responsible for permanent scheduling, schedule optimization, timely re-evaluations, task list management, and coordination with families, therapists, Patient Services, Referrals, and Clinical Leadership.

This role requires a high level of ownership. The Patient Services Specialist is expected to actively manage assigned responsibilities from beginning to completion, recognize when something has not been resolved, and follow through without relying on repeated reminders or direction.

Accuracy and attention to detail are essential. Scheduling errors, missed follow-up, incomplete tasks, or inaccurate communication can directly affect patient care, therapist productivity, and the experience of our families.

Key responsibilities include:

• Establish and maintain permanent recurring therapy schedules for new and existing pediatric patients.
• Transition patients from evaluation or temporary schedules into appropriate permanent schedules promptly.
• Proactively monitor schedules and identify gaps, openings, conflicts, or other issues requiring action.
• Optimize therapist schedules to support clinic capacity, productivity, patient access, and continuity of care.
• Coordinate schedule changes related to therapist availability, patient needs, discharges, or other clinic changes.
• Monitor upcoming re-evaluation needs and help ensure required re-evaluations are scheduled on time so therapy services are not unnecessarily interrupted.
• Process and manage assigned task list items, including initial evaluations, progress notes, discharges, and related scheduling tasks.
• Close the loop on assigned tasks rather than assuming another team member will complete the next step.
• Maintain accurate patient scheduling information and verify details before completing scheduling changes.
• Communicate clearly, professionally, and respectfully with patients, caregivers, therapists, coworkers, and leadership.
• Provide families with accurate scheduling information and appropriate updates regarding their child’s therapy schedule.
• Collaborate with Patient Services, Referrals, therapists, and Clinical Leadership to address scheduling barriers and balance caseload needs.
• Identify scheduling concerns early and take appropriate action before they become larger problems.
• Escalate concerns promptly when they cannot be resolved within the responsibilities of the position.
• Maintain organized work systems and accurately prioritize urgent, time-sensitive, and routine responsibilities.
• Follow established scheduling procedures, workflows, policies, and communication expectations.
• Maintain professional behavior and communication during busy, challenging, or high-pressure situations.
• Protect patient confidentiality and handle sensitive information appropriately.
• Take responsibility for mistakes, correct them promptly, and communicate appropriately when an error affects another person or department.
• Complete assigned responsibilities accurately and within expected timeframes.
• Demonstrate consistent reliability, preparedness, and follow-through throughout the workday.

Success in this role means:

• Patients are consistently placed on stable permanent schedules.
• Re-evaluations and scheduling needs are addressed before they disrupt continuity of care.
• Therapist schedules have fewer preventable gaps and disruptions.
• Scheduling information is accurate and dependable.
• Assigned tasks are completed fully and on time.
• Families receive clear, professional, and accurate communication.
• Coworkers and leadership can rely on the Patient Services Specialist to follow through without repeated reminders.
• Problems are identified early, handled appropriately, and communicated when necessary.
• The employee demonstrates ownership of the position and actively works to improve patient access, therapist productivity, and clinic operations.

The ideal candidate for this position is someone who notices details, follows through, communicates professionally, takes responsibility for their work, and takes pride in ensuring patients and therapists have dependable schedules.

Compensation and Benefits

Compensation for this position is $17.00–$19.00 per hour, based on experience and qualifications.

Eligible full-time employees may receive:

• Health insurance
• Paid time off with accrual
• Three paid holidays
• 401(k) participation
• Employee development and training opportunities

Benefits and eligibility are subject to the terms of applicable benefit plans and company policies.

Requirements:

• High school diploma or equivalent required.
• Previous administrative, scheduling, healthcare, customer service, or medical office experience preferred.
• Strong organizational and time-management skills.
• Excellent attention to detail and accuracy.
• Strong verbal and written communication skills.
• Ability to communicate professionally with patients, caregivers, coworkers, therapists, and leadership.
• Ability to manage multiple responsibilities and competing priorities without losing track of important details.
• Ability to work independently within established expectations and recognize what needs to be handled next.
• Demonstrated reliability, accountability, and consistent follow-through.
• Ability to take ownership of assigned responsibilities from beginning to completion.
• Ability to recognize errors or incomplete work and take appropriate corrective action.
• Ability to receive feedback professionally and make needed adjustments.
• Ability to remain calm, respectful, and solution-focused during difficult or high-pressure situations.
• Ability to maintain appropriate professional boundaries and confidentiality.
• Comfort using computers, electronic medical records, scheduling platforms, phone systems, email, and other office technology.
• Ability to learn and consistently follow established policies, workflows, and scheduling procedures.
• Ability to identify problems, gather relevant information, and either resolve the issue appropriately or escalate it through the correct communication line.
• Ability to collaborate effectively with multiple departments throughout the workday.

Professional Expectations:

• Arrive prepared and ready to work according to the assigned schedule.
• Maintain reliable attendance and punctuality.
• Demonstrate professional communication and behavior at all times.
• Verify information rather than making assumptions when scheduling or communicating with families.
• Complete work accurately and thoroughly.
• Follow through on commitments and assigned tasks without repeated reminders.
• Keep organized records and task lists so responsibilities are not missed.
• Communicate delays, barriers, or unresolved issues promptly.
• Accept responsibility for the quality and accuracy of assigned work.
• Protect confidential patient and employee information.
• Contribute to a positive, respectful, and accountable team environment.
• Demonstrate initiative while remaining within established policies, procedures, and responsibilities.
• Be willing to learn, improve, and adjust processes as the clinic grows.

Working Conditions:

• Office-based position with frequent computer and telephone use.
• Requires frequent communication with patients, caregivers, therapists, and other departments.
• Requires the ability to manage interruptions while maintaining accuracy and organization.
• May involve time-sensitive scheduling needs and rapidly changing priorities.
• Requires sustained attention to detail throughout the workday.