Patient Care Specialist

Job Summary:
A Patient Care Specialist acts as a liaison between patients, medical staff, and healthcare providers. They help coordinate patient appointments, assist with medical records, address patient concerns, and ensure a smooth and efficient flow of care. The specialist also helps improve the overall patient experience by providing excellent customer service and ensuring that patients’ needs are met in a timely manner.

Key Responsibilities:
1. Patient Interaction & Support:
Patient Intake: Greet patients, collect personal and insurance information, and verify patient details.
Patient Communication: Answer patient inquiries via phone, email, or in person. Provide information about treatments, appointments, insurance, and policies.
Appointment Scheduling: Schedule, reschedule, and confirm patient appointments. Ensure proper coordination of appointments with physicians, specialists, or departments.
Patient Advocacy: Serve as a patient advocate, ensuring their concerns are addressed and that they understand their treatment plans, follow-up needs, and care instructions.

2. Administrative Support:
Medical Records Management: Update and maintain accurate patient records in the electronic health record (EHR) system, ensuring compliance with confidentiality and HIPAA regulations.
Insurance Verification: Verify insurance information, assist with claims, and address any billing questions or issues that may arise.
Data Entry: Enter patient data, treatment information, and other relevant records into the healthcare system for tracking and reporting purposes.
Appointment Reminders: Send reminders for upcoming appointments and follow-up visits via calls, texts, or emails.

3. Patient Education:
Care Instructions: Provide patients with pre- and post-care instructions, explaining procedures, medication regimens, and any other necessary healthcare information.
Health Resources: Direct patients to additional resources such as educational materials, support groups, or healthcare providers based on their needs.

4. Coordination of Care:
Referral Coordination: Assist patients in coordinating referrals to specialists or follow-up appointments as recommended by the healthcare provider.
Test Results & Follow-ups: Help ensure patients receive test results and follow-up instructions promptly. Communicate results to patients as directed by healthcare providers.
Team Collaboration: Work closely with physicians, nurses, medical assistants, and other healthcare professionals to ensure that patients receive comprehensive care and that all aspects of their treatment are coordinated.

5. Billing & Payment Assistance:
Insurance Verification: Confirm patient insurance eligibility, coverage, and benefits before appointments.
Billing Support: Assist patients with billing questions, provide cost estimates for procedures, and help them understand their financial responsibilities for services rendered.

6. Patient Advocacy & Experience:
Patient Comfort: Ensure patients are comfortable and informed during their visits, addressing any concerns or anxieties they may have about their care.
Feedback Collection: Gather patient feedback about their experiences and escalate any unresolved issues or complaints to appropriate staff or management.

7. Compliance & Record-Keeping:
Confidentiality & HIPAA Compliance: Ensure all patient data is kept confidential and handled according to HIPAA regulations.
Health Regulations: Stay updated on health regulations, medical office protocols, and best practices for patient care.

Skills & Qualifications:
Education:
Candidate must be a graduate of any 4-year course
Preferably with at least 1 year of related experience in customer service

Key Skills:
Excellent Communication: Ability to communicate clearly and compassionately with patients, families, and healthcare teams.
Empathy & Compassion: A caring attitude and ability to build rapport with patients and help ease their concerns.
Attention to Detail: Ensure accurate data entry, billing information, and patient records are maintained.
Problem-Solving: Ability to troubleshoot patient concerns, resolve scheduling conflicts, and manage billing issues efficiently.
Organizational Skills: Strong ability to juggle multiple tasks, manage appointments, and ensure smooth operations in a busy healthcare environment.
Knowledge of Healthcare Terminology: Understanding of medical terms, insurance policies, and healthcare practices.
Multitasking: Ability to handle multiple tasks simultaneously, including answering phones, assisting patients, and updating records.