Patient Services Specialist

The Patient Services Specialist provides high-functioning administrative and operational support for UD Health and supports front- and back-office functions. The incumbent is responsible for evaluating effectiveness, identifying gaps, and recommending or implementing process improvements to ensure efficient operations and a high-quality patient experience. The incumbent applies established policies, procedures, and guidelines to address patient service and administrative issues, escalating complex matters as appropriate, and determines appropriate responses to inquiries from patients, families, leadership, insurance providers, and community partners. The position also supports patient intake processes, including medical billing information, insurance verification, and financial coordination. Operating with minimal supervision, this role requires initiative, problem-solving, and the consistent discretion and independent judgment on clinic related matters. May require travel between UD Health clinic locations based on business needs.

Major responsibilities:

• Independently determine and modify intake and scheduling frameworks to ensure equitable access, operational efficiency and regulatory alignment.
• Review, process, and verify financial and non-financial patient documentation, including processing co-pays, daily billing, reviewing patient accounts, identifying delinquent accounts, and collecting due amounts.
• Communicate department practices and procedures to patients and families with clarity and empathy, using active listening and supportive communication techniques.
• Administer and coordinate appointment scheduling utilizing EMR systems and workflows, ensuring appropriate prioritization, compliance, and efficient utilization of resources.
• Communicate with staff and follow special instructions related to patient appointments.
• Input patient documentation and add correspondence into the electronic medical record.
• Analyze waitlist data, access trends, and scheduling bottlenecks; generate regular reports; and recommend operational adjustments.
• Handle highly sensitive and confidential information. Follow HIPAA privacy rights, where applicable.
• Evaluate non-routine or complex service access issues and determine appropriate administrative escalation or resolution pathways.
• Optimize clinical workflow by managing provider schedules, analyze impact of scheduling trends on clinic productivity, implementing s