Patient Service Specialist – Call Center – Full Time Job at Watson Clinic – 3.4 in Lakeland, FL

Job Description


The Patient Service Specialist-Call Center staff must possess excellent customer service skills as (s) he will work directly with our patients to schedule and/or cancel appointments within multiple medical specialties. The PSS works in a fast-paced, high-volume Call Center environment where the PSS receives incoming and makes outgoing calls to schedule or reschedule appointments. In addition, the PSS schedules appointments based upon physician referrals and schedules hospital follow-up appointments based upon discharge or Emergency Room instructions. The PSS is responsible for scheduling appointments for multiple providers and specialties, each with a unique protocol and instructions, as well as confirm patient insurance is accepted. The PSS must possess strong interpersonal skills to communicate effectively to include a clear speaking voice. Greets callers and provides general directions to our facilities. Must be able to interact in an affirmative demeanor to patients, visitors and co-workers alike; expected to display a positive and professional image at all times to elicit a favorable lasting impression.


Scheduling Appointments and Insurance Verification:
Must follow HIPAA privacy policy guidelines.

Receives incoming and makes outgoing calls to schedule or reschedule appointments; handles phone calls, faxes, voice mail messages and emails in a professional and timely manner.

Obtain and/or verify patient demographic information to include address and phone number; update information as applicable; avoid duplicate patients.

Obtain and/or verify current insurance when scheduling appointments to ensure that Watson Clinic accepts patient insurance. Verifies payment source is accurately entered with appropriate case built and attached (i.e.: liability, work comp, agency, grants, employer, legal).

Utilize current Insurance Grid to confirm we are contracted with patient’s insurance carrier.

If insurance is an HMO or requires an authorization (sometimes referred to as a “referral”)—confirm this is in place when applicable. Master/Verify/Update to ensure appropriate payment source is accurate and attached if appropriate (i.e., Cases, liability, work comp, agency, grants, employer, VA, legal).

Proportionately schedules and cancels appointments accurately following physician/provider protocols.

Mail questionnaires to patients or advise them to retrieve and complete questionnaire from their patient portal according to physician/provider protocol.

Notifies and reschedules bumped patients in a timely manner.

Billing and Payment Collection:
Follows IDX Alert policy prior to scheduling appointment and appropriately documents appointment comments to reflect PFS collection amounts.

Follow NOI grid for self pay patients.

Advise patients to bring co-payment if applicable.

Miscellaneous Duties:
Provides additional clerical support to Call Center Supervisory Staff as requested and/or needed for special projects.

Required Education and Experience: High school graduate or equivalent (GED).

PREFERRED EDUCATION AND EXPERIENCE: Prefer advanced understanding of medical, insurance and legal terminology. Prefer 2+ years customer service experience in related field. Prefer 2+ years experience in medical appointment scheduling for multiple specialty physician group. Prefer 2+ years experience in insurance verification. Prefer 1+ year experience in billing/payment processing

ADDITIONAL ELIGIBILITY QUALIFICATIONS: Must meet department standards for general abilities and typing tests; must have accurate keyboard skills. Must have knowledge of Windows-based computer applications. Must be detail oriented and able to access data from varied resources and programs. Must possess professional manner and appearance.

About Company

Company: Watson Clinic – 3.4

Company Location:  Lakeland, FL

About Watson Clinic - 3.4