JOB TITLE: Patient Service Specialist
DATE: November 18, 2024
FLSA STATUS: Non-Exempt
JOB SUMMARY:
The Medical Office Receptionist will greet patients, activate patient files, obtain patient insurance and personal
information, and move patients through a predetermined schedule of appointments at a physician's office.
SUPERVISION: Reports directly to the Reception Lead / Billing Coordinator.
MINIMUM STANDARDS: High school graduate or equivalent required. Graduate of a certified medical office
training course preferred. Good organizational skills. Basic office skills such as typing and filing. Personality and
demeanor to deal with the public and assist ill, older, or distraught patients.
AGE SPECIFIC PATIENT GROUPS SERVED:
( ) Neonate (Birth to 1 month) ( X ) Infant (2 month to 12 month)
( X ) Pediatric (1 year to 12 years) ( X ) Young Adult (13-17 years)
( X ) Adult (18-64 years) ( X ) Geriatric/Frail Elderly (65 years and older)
( ) Not Applicable / Does Not Provide Direct Patient Care
KEY RESPONSIBILITIES
Responsibility Number 1 Weight 80%
Patient service specialists meet the needs of patients and visitors to the medical office.
a) Welcomes patients and visitors to the medical office by greeting patients and visitors in person and on the
telephone and answering inquiries or referring questions to other staff members. Maintain professional
atmosphere in the reception area.
b) Registers the patient in the medical practice management program. Ensures the accuracy of the information
entered into the system. Assists patients with insurance papers and billing questions.
c) Schedules appointments for the physicians to optimize patient satisfaction, provider time and most effective
use of examining and treatment rooms. Prepares a daily schedule of examinations for each provider.
d) Endeavors to keep patients on schedule by reminding provider of service delays.
e) Assists patients with insurance papers and billing questions.
f) Assists ill or distraught patients as necessary. Telephones taxis or family members when necessary for
transportation.
g) Maintains reception area in a neat and orderly condition.
h) Handle complex patient inquiries and escalated concerns.
i) Correctly processes patient check-out.
j) Participates in the medical office emergency routine when required. Summons ambulance or EMS or assists
Responsibility Number 2 Weight 10%
Acts in a caring and courteous manner towards all patients, guests, visitors, students and staff.
a) Provides helpful and friendly assistance in a timely manner.
b) Demonstrates caring behavior by utilizing positive interpersonal skills.
c) Effectively responds to inquiries with pleasant expressions, maintaining eye contact, etc.
d) Caring and courteous behavior will be measured by the number of complaints received in a 12-month period.
No more than two complaints is considered satisfactory.
Responsibility Number 3 Weight 10%
Adheres to the quality standards of Renaissance Institute employment, including, but not limited to:
communication, competent performance, personal leadership, respect and teamwork.
a) Openly and freely exchanges information and ideas.
b) Listens attentively and provides clear, accurate and appropriate information.
c) Maximizes the use of resources, identifies and corrects problems.
d) Anticipates and embraces change.
e) Advances the mission, vision and values of the institution.
f) Facilitates the progress of others toward achieving common goals.
g) Demonstrates sincere interest, concern and compassion of the well being of others, sensitivity to others’
needs and tolerances of differences.
h) Works cooperatively and collaboratively and demonstrates commitment to the team.
i) Adheres to all established policies and procedures of the institution.
