Front Desk - Patient Service Specialist I
Job Overview
Employment Type
Full-time
Work Schedule
Flexible
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee assistance program
Professional development opportunities
flexible scheduling
Job Description
New Mexico Orthopaedics is a reputable medical practice specializing in orthopaedic care, known for its patient-centered approach and commitment to high standards of healthcare. As a prominent provider in the region, they offer comprehensive orthopaedic services aimed at treating musculoskeletal issues with expert care and advanced treatments. The clinic is well-established, serving a wide demographic that ranges from children to adults requiring orthopedic medical attention. The environment is clinical yet welcoming, emphasizing both innovation and compassionate patient care. The practice employs highly skilled healthcare professionals dedicated to improving patient outcomes through personalized treatment plans and collaborative patient interactions. Working at New Mexico Orthopaedics means joining a team that values integrity, professionalism, and a strong commitment to community health. The clinic operates in a fast-paced yet supportive setting, encouraging continuous learning and professional growth among its staff to stay current with medical advancements and regulatory compliance.
The Patient Service Specialist position at New Mexico Orthopaedics is a critical front-line role focused on delivering exceptional patient and customer service. This full-time role acts as the first point of contact for patients, families, and visitors entering the facility, working under the guidance of the Patient Services Supervisor. The Patient Service Specialist is responsible for welcoming individuals, providing clear wayfinding assistance, and ensuring that the patient experience is positive from the moment of arrival. The role includes various patient services responsibilities such as registration, scheduling, check-ins, and check-outs. Tasks involve collecting payments, verifying insurance details and patient information, and troubleshooting appointment issues, all while maintaining confidentiality and adherence to regulatory standards like HIPAA.
The role is subdivided into two levels: Patient Service Specialist I and Patient Service Specialist II. The Specialist I level focuses primarily on check-in duties, greeting patients and visitors, registering patients accurately, assisting with inquiries, and maintaining cleanliness in waiting areas. On the other hand, Patient Service Specialist II extends these responsibilities to include check-out duties like scheduling follow-up appointments, handling MRI registrations, scheduling physical therapy evaluations, and supporting operations at the Motion Shop. This specialization involves handling medical records requests, collecting payments, and offering knowledge about the products available, thereby enhancing patient service efficiency. Additionally, the Specialist II role demands maintaining high safety standards by promptly reporting any safety concerns and ensuring strict confidentiality in line with HIPAA and institutional policies.
Candidates for this role must possess exceptional customer service skills and be proficient in basic medical terminology, coding, medical office procedures, and healthcare regulatory policies. Strong communication abilities, both verbal and written, are essential to professionally interact with patients, staff, vendors, and management. The position requires multitasking capabilities, excellent organizational skills, and the ability to handle stressful situations calmly while exhibiting patience and professionalism. The ideal candidate will be proficient with computers and telephony systems, knowledgeable of healthcare compliance, and capable of assisting a diverse patient population, including English and preferred Spanish speakers. This job also necessitates mobility within clinic locations and the flexibility to work evenings and weekends when required. New Mexico Orthopaedics offers a dynamic work environment where the Patient Service Specialist plays a key role in fostering positive patient relationships and ensuring smooth clinic operations, thereby contributing significantly to the overall patient care experience.
The Patient Service Specialist position at New Mexico Orthopaedics is a critical front-line role focused on delivering exceptional patient and customer service. This full-time role acts as the first point of contact for patients, families, and visitors entering the facility, working under the guidance of the Patient Services Supervisor. The Patient Service Specialist is responsible for welcoming individuals, providing clear wayfinding assistance, and ensuring that the patient experience is positive from the moment of arrival. The role includes various patient services responsibilities such as registration, scheduling, check-ins, and check-outs. Tasks involve collecting payments, verifying insurance details and patient information, and troubleshooting appointment issues, all while maintaining confidentiality and adherence to regulatory standards like HIPAA.
The role is subdivided into two levels: Patient Service Specialist I and Patient Service Specialist II. The Specialist I level focuses primarily on check-in duties, greeting patients and visitors, registering patients accurately, assisting with inquiries, and maintaining cleanliness in waiting areas. On the other hand, Patient Service Specialist II extends these responsibilities to include check-out duties like scheduling follow-up appointments, handling MRI registrations, scheduling physical therapy evaluations, and supporting operations at the Motion Shop. This specialization involves handling medical records requests, collecting payments, and offering knowledge about the products available, thereby enhancing patient service efficiency. Additionally, the Specialist II role demands maintaining high safety standards by promptly reporting any safety concerns and ensuring strict confidentiality in line with HIPAA and institutional policies.
Candidates for this role must possess exceptional customer service skills and be proficient in basic medical terminology, coding, medical office procedures, and healthcare regulatory policies. Strong communication abilities, both verbal and written, are essential to professionally interact with patients, staff, vendors, and management. The position requires multitasking capabilities, excellent organizational skills, and the ability to handle stressful situations calmly while exhibiting patience and professionalism. The ideal candidate will be proficient with computers and telephony systems, knowledgeable of healthcare compliance, and capable of assisting a diverse patient population, including English and preferred Spanish speakers. This job also necessitates mobility within clinic locations and the flexibility to work evenings and weekends when required. New Mexico Orthopaedics offers a dynamic work environment where the Patient Service Specialist plays a key role in fostering positive patient relationships and ensuring smooth clinic operations, thereby contributing significantly to the overall patient care experience.
Job Requirements
- High school diploma or GED
- minimum of two years of relevant experience
- medical practice experience required or equivalent combination of education and experience
- ability to work a flexible schedule including evenings and weekends
- ability to maintain confidentiality according to HIPAA guidelines
- strong computer and phone skills
- excellent communication skills both verbal and written
- ability to handle multiple tasks and stressful situations
- standing for extended periods
- ability to travel to different clinic locations
- ability to understand, read, write and speak English
- ability to understand and speak Spanish preferred
Job Qualifications
- High school diploma or GED
- associate degree preferred
- minimum of two years of relevant experience
- medical practice experience required or equivalent combination of education and experience
- exceptional customer service skills
- knowledge of basic medical terminology, coding, eligibility and prior authorization knowledge and office procedures
- strong computer and phone skills including multi-line phones
- excellent grammar and spelling skills
- ability to effectively present information, respond to questions and professionally interact with physicians, managers, employees, patients, vendors, and the public
- ability to communicate successfully with others both in person and over the phone
- ability to read, analyze and interpret medical information, technical procedures and general business information
- ability to recognize and define problems, collect data, establish facts, draw conclusions and correct errors
- ability to interpret a variety of instructions in a variety of forms and deal with abstract and concrete variables
- understanding of healthcare regulatory and compliance policies such as HIPAA
- working knowledge of clinic policies and procedures
- ability to handle multiple tasks effectively and efficiently while maintaining professional and courteous manner
- high integrity including maintenance of confidential information
- ability to handle stressful situations with patience and poise
- highly organized, timely and thorough
- ability to exercise good judgment and positively influence others
- ability to work a flexible schedule including evenings and weekends
- ability to establish and maintain effective working relationships with staff, co-workers, patients and management team
- knowledge of New Mexico Orthopaedics policies and procedures and healthcare regulatory and compliance policies
- ability to understand, read, write and speak English
- ability to understand and speak Spanish preferred
- ability to add, subtract, multiply and divide in all units of measure
- travel to other sites may be required
- standing for extended periods and walking to assist patients
- ability to work at different clinic locations depending on business needs
Job Duties
- Welcome patients and visitors and direct individuals to the appropriate service area
- assist with patient inquiries and proactively obtain resolution of concerns
- register patients with accuracy and completeness
- monitor and maintain the lobby waiting areas for cleanliness
- troubleshoot appointment issues
- schedule patients for follow-up appointments and provide applicable patients with MRI registration
- schedule physical therapy evaluations
- collect medical records requests, patient paperwork, and associated fees and submit to appropriate departments
- collect payment for Motion Shop goods
- maintain and share knowledge and understanding of functionality of goods
- report any concern that may create a safety issue
- maintain strict confidentiality in accordance with HIPAA guidelines and NMOA policies
- maintain regular and reliable attendance
- perform other specific tasks as assigned
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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