Patient Service Specialist - Desk Job

Full Job Title: Patient Service Specialist - Desk - Full Time

Job Number: 481314

Location: Lakeland, FL

Education: High school graduate or equivalent (GED).

Requirements: These staff members will be working directly with our patients and must possess the following:

  • Good public relations skills to effectively communicate with internal and external customers (includes clear voice and good listening skills)
  • Must be able to work independently with minimum supervision with an ability to exercise judgment and discretion
  • Must be detail-oriented
  • Must have basic knowledge and experience of Windows-based computer applications.
  • Must have accurate keyboard skills
  • Must possess professional appearance and manner.
  • Must be able to sit for long/extended periods of time.
  • Must be able to get up and down from chair/stool with ability to walk to equipment and offices.

Other Requirements – within the last five (5) years:

  • 1+ years experience within medical/insurance environment
  • Medical terminology and/or knowledge in the medical field
  • 2-3 years of customer service


  • Verifies patient’s address and phone number, updating emergency contact information to include guarantor and addresses (i.e., seasonal, parents, etc.) as well as Meaningful Use information. Verifies demographics and performs a complete patient search to avoid duplicate patients. Provides questionnaires and/or appropriate forms to patients according to physician/provider protocols.
  • Accurately verifies payment sources are entered into EPM including the appropriate case built and attached (i.e., liability, work comp, agency, grants, employer, legal). Accurately runs eligibility of insurances.
  • Monitors lobby to ensure patients are not waiting excessive amounts of time and courteously advise patients of wait times when physicians/ providers run behind. Arrives patients in a timely manner. Monitors reading material maintained in lobby, removing any items with inappropriate content. Keep lobby neat and clean throughout the day.
  • Schedules and cancels appointments accurately following physician, provider, desk and location protocols. Proportionately arrives and schedules appointments. Runs report sets as applicable.
  • Collects payments using appropriate payment codes and issues receipts. Follows IDX Alert policy prior to scheduling appointment. Follows PFS collection comments.

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