Patient Services Representative

Role Expectations for Patient Services Specialist Version 06.8.2026

Role Summary:

This role is responsible for scheduling patient appointments and answering patient calls. The ideal candidate will possess the ability to adapt in a fast-paced environment while providing exemplary customer service.

Key Responsibilities:

Support New patient visits as follows:

• Contact patient to schedule appointment for provider (fax) referrals. Review with the patient the information in eCw, ensuring all critical information is complete and accurate, including and not limited to, basic demographics and insurance information. Correct any information as needed. Any downstream denials associated with scheduled visits will be a measurement of accuracy.
• Schedule the patient in the proper provider slots according to guidance on the eCw schedule.
• Be knowledgeable in commercial and Medicare insurance types to be able to answer questions regarding copayments and deductibles. ▪ Contact the patient via phone up to three times and electronic correspondence two times within 5 business days to schedule.
• ▪ If you cannot reach the patient or the patient refuses to schedule, update the referral status as applicable; i.e., Fax Refused (Patient Refused), Fax Per(fax personal), etc.
• Process self-referrals. When a patient calls in or submits online a self-referral, create a patient record and enters all critical information into eCW, including and not limited to basic demographics and insurance information. Any downstream denials associated with scheduled visits will be a measurement of accuracy.
• Schedule the patient in the proper provider slots according to guidance on the eCW schedule.

Answering calls

• Answer incoming patient calls as managed by the phone system queue.
  • Listen to the patient’s request and confidently direct the call as needed, including and not limited to: Cancelling a patient appointment
  • Rescheduling a patient appointment
  • Directing the patient to another SCMT team member depending on their need.
  • Leverage teams to contact the internal team to take care of the patient instead of taking a message. If the team member is not available, enter a telephone encounter with what the patient needs and when is an appropriate time to call the patient back.
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Special Projects

• Investigate, troubleshoot, and problem solve
• Predict resources needed to reach objectives
• Proven ability to complete projects according to outlined scope and timeline
• Excellent analytical skills
• Able to work independently to complete assigned tasks

Other general expectations of the role:

• Hours for this role are 8:00 am to 5:00 pm CST Monday through Friday.
• This is an in-office position.
• Provide a confident, positive, patient-centric first impression to individuals calling in to the practice. All interactions must present a positive and polished image of SCMT.
• Strive to understand the end-to-end process of SCMT and patient care to better present and answer any patient questions or concerns.
• Follow communication procedures and policies. Carefully adhere to HIPAA standards and procedures to ensure the privacy of our patients is a priority in every interaction.
• Handle all patient telephone encounters within 24 hours of the encounter entry time unless otherwise noted.
• Return all internal telephone encounters to ensure peers receive timely responses to requests.
• Be proactive in staying current with changes/information that affect patients

Adherence to Core Values:

• We expect all team members to do their best to adhere to our core values:

• Demonstrate commitment: Display loyalty and commitment to help team members, patients, and referring providers achieve the best outcomes.
• Display relational empathy: Understand that relationships thrive with effective communication through active listening, putting ourselves in others’ shoes, and authentic care about others’ success.
• Win-Win-Win: Do great things together as a team, not as an individual. Ensure that each of your actions is in the best interests of our patients, our people, and our practice.
• Embrace And Drive Change: There’s always a better way—and we won’t rest till we find it. We know that all growth requires change. Actively committed to transforming the field of sleep medicine for the good of our patients and team members. Embrace and drive personal change to adapt and grow with the practice.

Experience: Medical preferred

Physical requirements:

• Sitting or standing for long periods of time
• Light object lifting/moving, up to 20 pounds

Additional Essential Skills

• Proven and advanced use of technology including but not limited to, Dual computer screen processing, eClinicalWorks EMR, Voice over IP Phone system (including soft phone), Microsoft suite of products (email, Teams, OneDrive).
• Organization of workspace and optimization of time.
• Communication – advanced written, typing, verbal, and listening communication skills.
• Ability to function confidently and thrive in a fast-paced, highly dynamic work environment.
• Priority management – Able to perform a variety of tasks; often changing from one task to another without loss of effectiveness or composure and being able to perform under stressful conditions when presented with multiple requests in a short time.