Patient Services Specialist 1

At HealthFirst Bluegrass, we are more than a healthcare facility – we are a community dedicated to providing quality care to every individual, regardless of their background or financial situation. Our mission is to provide transformative healthcare for all. Join the HealthFirst Bluegrass team as a Bilingual Patient Services Specialist (PSS) – the friendly voice that helps our patients feel heard, supported, and cared for from the very first call. What You’ll Do Answer and direct calls with empathy and professionalism. Schedule appointments across multiple clinics. Help patients navigate their healthcare journey. Navigate multiple platforms. Provide top‑notch customer service in a fast‑paced environment. Support billing, insurance, and outreach needs. What We’re Looking For High school diploma or GED (Associate’s degree preferred). 1 year in clerical, clinical, or call center settings preferred. Healthcare or insurance experience is a plus. Passion for helping others. Bilingual – conversing in Spanish and English. Key Responsibilities Provide excellent customer service to all callers, demonstrating a high level of patience and respect, avoiding distractions to ensure each caller is assisted promptly and appropriately for a positive experience. Handle large amounts of inbound and outbound calls per day while meeting other departmental expectations. Schedule appointments for multiple providers/clinics (new patient and existing patient). Schedule within the guidelines of clinics; verify schedules and insurances. Review appointment date, time, location and provider. Instruct new patients on required paperwork and what to bring to appointment. Make reminder calls and reschedule appointments. Evaluate patient’s healthcare needs based on signs and symptoms using established triage protocols and guidelines. Schedule nurse visits based on vaccine/injection schedules. Advise a patient to go to ED or UTC based on organizational approved call guidance. Schedule acute visits based on need and time frame. Understand when to escalates calls to nurses, clinical teams, supervisors, or managers. Obtain and enter accurate demographic information into EMR system or other ticketing system. Accurately document patient’s symptoms/complaints and advice provided per protocols and guidelines. Answer questions and/or appropriately route requests for assistance to provide patient-focused service. Assist in connecting patients to outreach and enrollment specialists or community health workers as needed. Assist patients with billing questions. Adhere to HIPAA requirements. #J-18808-Ljbffr