Department: Health and Human Services
Union Affiliation: AFSCME
Work Schedule: Monday - Friday
Total Hours Per Week: 40
Position is eligible for 5% premium pay if bilingual Spanish.
Tillamook County follows Oregon Pay Equity laws in reviewing education, experience and seniority for wage offers.
Be a part of our Health & Human Services Team!
As a Patient Services Specialist, you will be part of a dedicated team working to promote and protect the health of ALL people in Tillamook County.
We are seeking compassionate and organized individuals who enjoy a fast-paced environment and thrive on making a positive difference in peoples' lives.
The Patient Services Specialist provides administrative and front desk support for healthcare services, ensuring efficient patient registration, scheduling, and coordination between patients and medical staff. This role requires a strong understanding of medical records, patient privacy regulations, and healthcare operations. The Patient Services Specialist is responsible for processing patient documentation, verifying insurance, handling financial transactions, and assisting with Electronic Health Records (EHR) management. This position also provides customer service, crisis management, and resource guidance to patients while ensuring compliance with healthcare policies and procedures.
Knowledge, Skills, and Abilities
The individual in this role is expected to possess and exhibit the following knowledge, skills, and abilities.
Knowledge
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Knowledge of medical front desk operations, including patient scheduling and registration.
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Knowledge of EPIC EHR or similar electronic health record systems.
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Knowledge of insurance verification and financial assistance processes.
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Knowledge of HIPAA regulations and patient confidentiality requirements.
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Knowledge of customer service principles, including professional patient communication.
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Understanding of mental health, substance abuse concerns, and crisis intervention procedures.
Skills
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Strong interpersonal and communication skills, with the ability to interact professionally with patients, medical staff, and the public.
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Skill in scheduling and managing multiple priorities in a fast-paced healthcare setting.
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Skill in handling financial transactions and payments accurately.
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Skill in problem-solving and effectively addressing patient concerns.
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Skill in multitasking while maintaining attention to detail and accuracy.
Abilities
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Ability to work independently while managing multiple responsibilities efficiently.
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Ability to provide empathetic and compassionate customer service, particularly to patients in distress.
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Ability to handle sensitive patient information confidentially and in compliance with healthcare regulations.
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Ability to communicate clearly and effectively in person, over the phone, and through written correspondence.
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Ability to recognize patient crises and escalate appropriately for medical or behavioral health intervention.
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Ability to function as a liaison between patients and healthcare providers.
Required Qualifications (Minimum qualifications for this role)
Education
Experience
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Two (2) years of experience in healthcare administration, patient registration, scheduling, or a related field.
OR
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An equivalent combination of education and experience.
Certifications or Licenses
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If the position requires driving, must possess a valid Oregon driver’s license and maintain an acceptable driving record.
Other Qualifications
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Must be able to maintain compliance with HIPAA regulations.
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Must pass a pre-employment criminal history background investigation.
Duties assigned to this classification include, but are not limited to, the following examples.
Patient Registration & Scheduling
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Act as registration staff for all healthcare providers in the office.
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Schedule and register patients for upcoming and same-day appointments.
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Verify patient insurance, update demographic information, and process necessary consent and HIPAA documentation.
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Assist patients with financial aid applications and eligibility determination.
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Contact patients via phone or text to confirm appointments and reduce no-shows.
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Process controlled substance prescription requests and ensure proper documentation.
Customer Service & Patient Support
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Greet patients, check them into appointments, and provide assistance with paperwork.
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Educate patients on available resources, rights, and MyChart services.
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Assist patients in navigating the MyChart system for appointment scheduling, communication, and prescription refills.
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Address patient concerns and escalate issues when necessary.
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Provide compassionate and professional support, especially for patients dealing with mental health or substance abuse issues.
Administrative & Clerical Duties
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Maintain and update the EPIC EHR system.
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Answer multi-line phones, return voicemail messages, and transfer calls to the appropriate departments.
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Perform daily administrative tasks such as pre-registration, appointment reminders, and check-ins/check-outs.
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Handle mail runs, distribute paperwork, and process patient records securely.
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Communicate with medical assistants, nurses, and physicians regarding patient needs and concerns.
Crisis Management & Compliance
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Recognize and respond to crisis situations involving patient distress, mental health concerns, or emergency needs.
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Maintain compliance with HIPAA regulations and handle confidential patient information appropriately.
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Identify when medical or social intervention is necessary and refer patients to the appropriate healthcare staff.
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Support other administrative departments as needed.
Performs additional duties as assigned.
SUPERVISORY CONTROLS
Works under general supervision with recurring tasks performed independently. The supervisor provides professional advice on non-routine matters, and periodic reviews are conducted to ensure adherence to expected results.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
Physical effort
The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items, such as papers, laptop bag, or small parts; or driving an automobile. No special physical demands are required to perform the work.
Mental effort
High degree of concentration with above normal periods of attention, above normal deadlines, or a high degree of creative thinking.
Work environment
Everyday Risks/Discomforts: require normal safety precautions typical of such places as offices, meeting and training rooms, libraries, and commercial vehicles, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals. The work area is adequately lighted, heated, and ventilated.
SELECTION PROCESS
Following the closing date of this recruitment, if you are selected as a candidate for an interview, we will contact you via email to arrange a date and time. We want to ensure that we hire the best possible staff for our county team, because we believe that the right people are our most valuable asset!
