Patient Services Specialist

Position Purpose:
    Provides service to patient’s requests courteously and professionally.  Perform accurate and timely data entry.  Process paperwork neatly and accurately. Gailey Eye Clinic is committed to providing each patient with the highest quality eye care. This position plays an integral role in accomplishing this goal by utilizing a broad range of skills related to the customer service and administrative functions of the department.      

Essential Functions and Responsibilities: 

•    Able to converse over the telephone with all types of people, showing concern and care for the patient and their situation. Providing an exceptional patient experience is our top priority.
•    Operates telephone lines to answer, screen, and provide information, take messages, or schedule appointments while monitoring call queue and minimizing patient wait/on hold time. 
•    Schedules and confirms patient diagnostic appointments, exams or medical consultations by talking with the patient and utilizing patient medical record for appointment recall/diagnosis.
•    Collects insurance and demographic data as required with accuracy and speed.
•    Verifies insurance eligibility for vision and medical plans using online resources and software. This includes verifying product eligibility (glasses, contacts, etc).
•    Advises patients of any copays, deductibles, out of pocket expenses that may be due at the time of service as well as works closely with patient accounts to aid in billing questions and payments.
•    Knowledgeable in all services GEC offers to be able to prepare the patient for the process of the appointment as well as the products we offer.
•    Works multiple reports and spreadsheets in rescheduling and monitoring patient appointments to maximize doctor schedules. 
•    Operate office equipment, such as voice mail messaging systems, and use word processing, spreadsheet, or other software applications to prepare patient records and reports.
•    Compile and record medical charts, reports, or correspondence, using personal computer.
•    Hear, resolve, and escalate patient concerns.
•    Receive payment and record receipts for services including cash, checks and credit cards while also balancing those payments within the system each day. 
•    Travel required when needed to satellite clinics for assistance.

This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, duties, skills, or working conditions associated with a particular job.  It is intended to be only a general description of the principal requirements common to positions of this type. Employees in this job may perform other duties as assigned.

Minimum Job Requirements (Education, Experience, Skills): 

•    Excellent communication skills.
•    Strong analytical skills.
•    Strong interpersonal and relationship building skills.
•    Able to work independently & effectively in a team environment. 
•    Strong organization and planning skills.
•    Able to work effectively with the public.
•    High school diploma or equivalent.
•    Previous customer service experience required. 
•    Previous experience using EHR and EMP is preferred.
•    Ability to work effectively in team environment.
•    Demonstrated ability to work effectively with the staff and public
•    Ability to handle multiple tasks and work with shifting priorities.
•    Detail oriented. 
•    Demonstrates a sincere interest in listening to and responding to patient concerns and solving their issue in a timely manner.

Physical Demands:
This position requires incumbent to sit at desk and/or stand for long hours during regularly scheduled work hours.  This job may include, but are not limited to sitting, reaching, stooping, crouching, kneeling, climbing, twisting, hearing and repetitive motions. The ability to lift up to 25 pounds.  Travel is required to satellite offices.

Working Conditions and Environment:
Incumbent works in a temperature controlled medical office environment.  

Pay: The starting range for this position is $17.00 - $19.74/hr. depending on skills, experience, and qualifications as well as market considerations. (posting updated 1/2/2025)