Patient Service Specialist

Discover Vanderbilt University Medical Center: Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. Vanderbilt Health is committed to an environment where everyone has the chance to thrive and where your uniqueness is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt’s mission is to advance health and wellness through preeminent programs in patient care, education, and research.

Organization:

VIS Admin SHIC

Job Summary:

****Monday-Friday 12:30pm-9pm****




Position Summary
The Patient Service Specialist (PSS) serves as the first point of contact for patients and visitors, delivering an exceptional, patient-centered experience across all interactions. This role supports front-end operations including registration, scheduling, financial clearance, and communication, while ensuring accuracy, efficiency, and compliance with healthcare standards.
The PSS plays a critical role in maintaining patient flow, optimizing access to care, and supporting revenue cycle processes. Success in this role requires strong communication skills, emotional intelligence, attention to detail, and the ability to multitask in a fast-paced clinical environment.

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Key Responsibilities

Patient Experience & Front Desk Operations

Welcome patients and visitors with a professional, courteous, and empathetic approach

Manage patient check-in/out processes efficiently while ensuring accurate identification using two identifiers

Proactively communicate wait times, delays, and updates to patients

Maintain a clean, organized, and patient-ready reception area

Demonstrate professionalism and service excellence in all patient-facing interactions

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Scheduling & Access Management

Schedule, confirm, and modify patient appointments in alignment with clinic protocols

Coordinate referrals, diagnostic testing, and follow-up visits

Ensure appointments are appropriately linked to provider schedules and patient needs

Support same-day scheduling and urgent patient requests when appropriate

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Communication & Call Management

Answer incoming calls promptly using established service standards

Route calls appropriately and document accurate, detailed messages in the EMR

Manage call transfers and escalation pathways effectively

Provide clear, accurate information and support to patients, providers, and care teams

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Registration, Insurance & Financial Coordination

Verify and update patient demographic and insurance information using open-ended questioning techniques

Scan, review, and validate insurance cards, ensuring accurate payer hierarchy (primary/secondary/tertiary)

Identify referral, authorization, and financial clearance requirements prior to service

Collect co-pays, deductibles, and outstanding balances in accordance with policy

Provide receipts and ensure accurate documentation of all financial transactions

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Revenue Cycle & Cash Handling

Collect payments from self-pay patients and patient coinsurance balances in accordance with organizational policy

Maintain accountability of assigned cash drawer and ensure accurate tracking of all transactions

Reconcile daily cash collections and resolve discrepancies in a timely manner

Meet or exceed established front-end collection performance metrics

Prepare and secure daily deposits in accordance with organizational procedures

Collaborate with leadership to ensure compliance with financial controls and audit standards

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Medical Records & Documentation

Prepare patient charts and records for upcoming visits (electronic and/or paper workflows)

Scan and index clinical and administrative documents into the EMR

Process requests for medical records in compliance with privacy regulations

Ensure all documentation is accurate, complete, and aligned with clinical and billing requirements

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Team Collaboration & Operational Excellence

Partner effectively with clinical staff, leadership, and support teams to ensure seamless operations

Support workflow improvements and contribute to operational efficiency initiatives

Demonstrate adaptability and accountability in a dynamic healthcare environment

Uphold organizational values, service standards, and compliance requirements

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Minimum Qualifications

High School Diploma or GED (or equivalent experience)

Minimum 3 years of administrative or customer service experience, with at least 1 year in a healthcare or medical office setting preferred

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Core Competencies

Customer Service Excellence

Communication & Active Listening

Attention to Detail & Accuracy

Multitasking & Time Management

Emotional Intelligence & Professionalism

Problem-Solving & Critical Thinking

Teamwork & Collaboration

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Physical Requirements & Work Environment

Physical Demands

Ability to perform medium work (lift up to 50 lbs occasionally, 20 lbs frequently)

Frequent use of hands for typing, scanning, and handling documents

Ability to sit, stand, and move throughout the workday as needed

Work Environment

Clinical office environment with moderate noise levels

Exposure to patients and potential communicable illnesses

Frequent interaction with patients, staff, and external stakeholders

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Additional Expectations

Maintain confidentiality in accordance with HIPAA and organizational policies

Adhere to all infection prevention, safety, and compliance protocols

Demonstrate a commitment to continuous learning and process improvement

Represent the organization with professionalism both on-stage (patient-facing) and off-stage

Our professional administrative functions include critical supporting roles in information technology and informatics, finance, administration, legal and community affairs, human resources, communications and marketing, development, facilities, and many more.

At our growing health system, we support each other and encourage excellence among all who are part of our workforce. High-achieving employees stay at Vanderbilt Health for professional growth, appreciation of benefits, and a sense of community and purpose.

Core Accountabilities:

* Organizational Impact: Performs tasks that are typically routine that may impact team's performance with occasional guidance. * Problem Solving/ Complexity of work: Utilizes some discretion and research to solve routine problems. * Breadth of Knowledge: Applies knowledge of standards, established processes and procedure that apply to your own job. * Team Interaction: Provides guidance to entry level co-workers.

Core Capabilities :

Supporting Colleagues : Develops Self and Others: Continuously improves own skills by identifying development opportunities.- Builds and Maintains Relationships: Seeks to understand colleagues' priorities, working styles and develops relationships across areas.- Communicates Effectively: Openly shares information with others and communicates in a clear and courteous manner. Delivering Excellent Services: - Serves Others with Compassion: Invests time to understand the problems, needs of others and how to provide excellent service.- Solves Complex Problems: Seeks to understand issues, solves routine problems, and raises proper concerns in a timely manner. - Offers Meaningful Advice and Support: Listens carefully to understand the issues and provides accurate information and support. Ensuring High Quality: - Performs Excellent Work: Checks work quality before delivery and asks relevant questions to meet quality standards. - Fulfills Safety and Regulatory Requirements: Demonstrates basic knowledge of conditions that affect safety and reports unsafe conditions to the appropriate person or department. Managing Resources Effectively : - Demonstrates Accountability: Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service. - Stewards Organizational Resources: Displays understanding of how personal actions will impact departmental resources. - Makes Data Driven Decisions: Uses accurate information and good decision making to consistently achieve results on time and without error. Fostering Innovation : - Generates New Ideas: Willingly proposes/accepts ideas or initiatives that will impact day-to-day operations by offering suggestions to enhance them. - Applies Technology: Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action. - Adapts to Change: Embraces changes by keeping an open mind to changing plans and incorporates change instructions into own area of work.

Position Qualifications:

Responsibilities:

Certifications:

Work Experience:

Relevant Work Experience

Experience Level:

2 years

Education:

High School Diploma or GED

This role offers the opportunity to make a meaningful impact within Vanderbilt Health, supported by a comprehensive benefits package which may include health, disability, retirement and/or wellness offerings to enhance your well-being and professional growth.

Vanderbilt Health is committed to fostering an environment where everyone has the chance to thrive and is committed to the principles of equal opportunity. EOE/Vets/Disabled.