Patient Services Specialist (PSS)

Job Title: Patient Services Specialist (PSS)

Location: Snoqualmie, WA 98065

Pay Rate: $22/ Hourly/ W-2

SCHEDULE:

Monday - Friday, 0900-1730 (no weekends, no holidays, no call)

GENERAL SUMMARY:

The Patient Services Specialist - Journey Level performs all core front-office functions with increased independence and efficiency. The Journey PSS is capable of performing all aspects of the Associate PSS. This role is responsible for patient registration, appointment scheduling for routine and basic healthcare services, and general clerical duties. As a fully engaged member of the care team, the Patient Services Specialist demonstrates a commitment to compassionate service, effective communication, and operational excellence in support of Providence patients and their families.

ESSENTIAL FUNCTIONS:

• Perform all core front-office functions, including patient registration, check-in, copay collection and check-out processes, ensuring accurate demographic and insurance information is collected and updated.

• Schedule, confirm, and modify routine and basic healthcare services in accordance with clinic standards and provider availability. May include supporting procedural / surgery scheduling as needed.

• Deliver high-quality customer service by addressing patient needs, resolving concerns, and escalating issues as appropriate.

• Navigate and document within electronic medical records (EMR) systems to maintain accurate and timely patient records.

• Operate and manage multi-line phone systems to route calls, take messages, and respond to inquiries efficiently.

• Serve as the first point of contact for patients and support smooth operation of the clinic, providing courteous and professional communication in person and over the phone.

• Complete a variety of administrative and clerical tasks, including scanning, filing, managing the wait list and data entry to support daily clinic operations.

• Assist with monitoring appointment availability and optimizing scheduling templates.

• Independently resolve routine patient and scheduling issues using established clinic standards, escalating complex issues appropriately.

• Support onboarding of new team members by modeling workflows and best practices.

JOB-SPECIFIC KNOWLEDGE, SKILLS, & ABILITIES:

• Ability to communicate clearly and professionally with patients, families, and healthcare team members in person, over the phone, and in writing.

• Ability and willingness to learn multi-line phone systems (e.g. routing calls, taking messages, responding to inquiries with courtesy and efficiency), electronic medical records (EMR), standard office applications (e.g., email, word processing, spreadsheets) and common office tools (e.g. printers, scanners, copiers, and fax machines).

• Demonstrates resilience and the ability to adjust to changing priorities, workflows, and patient needs in a fast-paced environment.

• Committed to providing a positive patient experience through empathy, responsiveness, and professionalism.

• Ability to independently resolve routine patient and scheduling issues using established standards and workflows.

• Ability to identify and escalate complex issues to appropriate personnel.

• Willingness and ability to support onboarding of new team members by modeling workflows and best practices.

• Knowledge of electronic medical record (EMR) to assist with monitoring appointment availability and optimizing scheduling templates.

REQUIRED QUALIFICATIONS:

• 1 year of experience in medical office or related healthcare experience