The Patient Services Specialist II is part of a department-based scheduling pod that handles large volumes of inquiries and requests from patients and customers for access/assistance in scheduling diagnostic services, physician referrals/appointments, and general department information. The Patient Services Specialist II is part of a team that delivers an exceptional patient experience that contributes to positive health outcomes for patients and a work culture of Service-Oriented, Trust, Empathy, Safety, Inclusion, and Communication.

Responsibilities:

• Schedules appointment requests. Utilizes existing tools to facilitate securing the right appointment with the right medical provider or team. Indicates special needs (e.g. special accommodation, interpreter, etc.)
• Communicates insurance participation, financial responsibility (if applicable), and time of service policy to the patient population.
• Ensure that patients understand the arrival and check-in process, pre-appointment instructions and patient safety precautions, and other relevant information. Emails specialty patient forms if needed.
• Obtain patients insurance and demographic information and ensure all obtained information is registered in EPIC with 100% completeness and accuracy. Accurately completes required tasks and fields in pre-registration.
• Maintains knowledge of insurance requirements. Performs real-time insurance verification and
• interprets responses. Informs patient of insurance requirements for services provided. Escalates cases for resolution as appropriate. Helps identify and document trends. Escalate issues to Lead or Pod Supervisor for resolution.
• Performs outbound calls to perform Epic referral scheduling.
• Maintain patient privacy and confidentiality according to HIPAA requirements at all times and successfully complete all required trainings.
• Keep current on all organizational and practice policies and standard operating procedures. General faxing, filing, and mail sorting.
• Contribute to the team by providing support and backup coverage as needed and directed by Supervisor and/or Manager.
• Works on escalated cases with higher complexity as assigned.
• Helps to mentor other Specialists to resolve complex issues/cases. Escalated such cases to Supervisor for resolution. Ensures remedy is executed successfully.

Minimum Qualifications

• High School Diploma or the equivalent is required, associate's degree or higher preferred
• 1plus years of relevant experience including proficiency in medical terminology. The

incumbent must demonstrate a strong proficiency in a wide range of scheduling complexity and related workflows.

• Excellent customer service skills and the ability to maintain a pleasant and helpful demeanor through all situations. Including the ability to maintain a professional demeanor under pressure due to the high volume and urgent nature of calls.
• Excellent skills in problem assessment, using good judgment, and collaborative problem-solving in complex and interdisciplinary settings.
• Excellent verbal and written communication skills including interpersonal skills. Ability to communicate clearly and concisely and ensure understanding of information by patients and customers.
• Strong proficiency in Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.
• Ability to work collaboratively with a culturally diverse staff and patient/family population,

demonstrating tact and sensitivity.

• Must successfully complete systems training requirements. (add computer system requirement here)