Patient Service Specialist

Patient Service Specialist

Discover 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 Responsibilities

Patient Experience & Front Desk Operations

• Welcome patients and visitors with a professional, courteous, and empathetic approach
• Manage patient check-in/out processes efficiently while ensuring accurate identification using two identifiers
• Proactively communicate wait times, delays, and updates to patients
• Maintain a clean, organized, and patient-ready reception area
• Demonstrate professionalism and service excellence in all patient-facing interactions

Scheduling & Access Management

• Schedule, confirm, and modify patient appointments in alignment with clinic protocols
• Coordinate referrals, diagnostic testing, and follow-up visits
• Ensure appointments are appropriately linked to provider schedules and patient needs
• Support same-day scheduling and urgent patient requests when appropriate

Communication & Call Management

• Answer incoming calls promptly using established service standards
• Route calls appropriately and document accurate, detailed messages in the EMR
• Manage call transfers and escalation pathways effectively
• Provide clear, accurate information and support to patients, providers, and care teams

Registration, Insurance & Financial Coordination

• Verify and update patient demographic and insurance information using open-ended questioning techniques
• Scan, review, and validate insurance cards, ensuring accurate payer hierarchy (primary/secondary/tertiary)
• Identify referral, authorization, and financial clearance requirements prior to service
• Collect co-pays, deductibles, and outstanding balances in accordance with policy
• Provide receipts and ensure accurate documentation of all financial transactions

Revenue Cycle & Cash Handling

• Collect payments from self-pay patients and patient coinsurance balances in accordance with organizational policy
• Maintain accountability of assigned cash drawer and ensure accurate tracking of all transactions
• Reconcile daily cash collections and resolve discrepancies in a timely manner
• Meet or exceed established front-end collection performance metrics
• Prepare and secure daily deposits in accordance with organizational procedures
• Collaborate with leadership to ensure compliance with financial controls and audit standards

Medical Records & Documentation

• Prepare patient charts and records for upcoming visits (electronic and/or paper workflows)
• Scan and index clinical and administrative documents into the EMR
• Process requests for medical records in compliance with privacy regulations
• Ensure all documentation is accurate, complete, and aligned with clinical and billing requirements

Team Collaboration & Operational Excellence

• Partner effectively with clinical staff, leadership, and support teams to ensure seamless operations
• Support workflow improvements and contribute to operational efficiency initiatives
• Demonstrate adaptability and accountability in a dynamic healthcare environment
• Uphold organizational values, service standards, and compliance requirements

Minimum Qualifications

High 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 preferred

Core Competencies

• Customer Service Excellence
• Communication & Active Listening
• Attention to Detail & Accuracy
• Multitasking & Time Management
• Emotional Intelligence & Professionalism
• Problem-Solving & Critical Thinking
• Teamwork & Collaboration

Physical Requirements & Work Environment

Physical Demands

• Ability to perform medium work (lift up to 50 lbs occasionally, 20 lbs frequently)
• Frequent use of hands for typing, scanning, and handling documents
• Ability to sit, stand, and move throughout the workday as needed

Work Environment

• Clinical office environment with moderate noise levels
• Exposure to patients and potential communicable illnesses
• Frequent interaction with patients, staff, and external stakeholders

Additional Expectations

Maintain confidentiality in accordance with HIPAA and organizational policies

Adhere to all infection prevention, safety, and compliance protocols

Demonstrate a commitment to continuous learning and process improvement

Represent the organization with professionalism both on-stage (patient-facing) and off-stage

Our 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.