Patient Services Specialist (on-call, non-benefited)
Department Patient Liaison Services
Location Onalaska
Schedule/Shift 12 Hour Shift, 8 Hour Shift, Days, Nights, PM, Rotate, Weekends
FTE 0.01 FTE
Benefit Eligible No
Temporary Position No
Salary $15.49
Job Details

Gundersen Health System is seeking an on-call, non-benefited Patient Services Specialist to join our Onalaska team! This position assists patients through the check in/out process while ensuring accuracy in a highly processional and caring manner. Typical hours will vary between 6:45am – 10:15pm including every other weekend.


The Patient Services Specialist provides superior face-to-face customer service in greeting and assisting patients, family, visitors and internal customers. They perform an important role in facilitating the patient experience by promoting a patient and family centered atmosphere throughout the check in/out process.

Job Responsibilities
  • Represents Gundersen Health System's high standards for customer service face-to-face communication through courteous, patient and respectful conduct and conversation, while meeting the needs of all customers encountered.

  • Promotes and maintains a warm and inviting environment for the patient/family by focusing attention to their needs and in greeting, offering way-finding and promptly notifying staff of patient arrival.

  • Responsible for notifying the Patient Services Supervisor of issues/concerns affecting patient flow.

  • The Patient Services Specialist ensures complete patient registration and reviews whether insurance has been verified upon check in. Obtains signatures on forms related to registration, billing and patient care, meeting all compliance regulations and requirements.

  • Effectively coordinates and schedules appointments/procedures as directed and in alignment with patient needs. Provides closure to the visit, as well as applicable information and instructions to prepare the patient for subsequent appointments.

  • Reconcile the department schedule to account for accuracy in billing, dictation and data collection related to patient visits.

  • Demonstrates and maintains competency in computer skills related to patient registration and appointment scheduling.

  • Keeps skills and education current through periodic in-service on service excellence, registration and scheduling policies, and insurance guidelines and other information related to position.

  • Works within the organizational financial guidelines for collecting payment and directs customers to appropriate resources when necessary.

  • Views, documents, or prints from the patients electronic health record to assist with coordination of patient care.

  • Performs other job-related responsibilities as requested.

  • Scope of the Job
    Age Specific Population Served Nonage Specific (N/A)
    OSHA Category Category III - No employees in this job title have a reasonably anticipated risk of occupational exposure to blood and/or other potentially infectious materials.
    Position Qualifications
    Education and Experience:
    Required High School Diploma or equivalency 
    Successful completion of defined core competency testing.
    Desired  

    Work Experience:
    Required 6 months experience in an office setting requiring customer service responsibilities
    Desired 6 months experience in a medical office setting requiring customer service responsibilities
    Skills:
    Required Ability to...
    Computer Systems/Software/Applications basic computer skills
    Computer Systems/Software/Applications maintain proficiency in Microsoft Office Products (i.e. Word, Excel, PowerPoint, Illustrator, etc.)
    Communication complete routine forms, use existing form letters and/or conduct routine oral communication
    Comprehension understand, remember, and communicate routine, factual information
    General - All Positions be flexible and adaptable
    General - All Positions adapt to a changing work environment
    General - All Positions work independently with minimal supervision
    Mathematics add, subtract, multiply, divide, record, balance, and check results for accuracy
    Organization organize and prioritize own work schedule on short-term basis (longer than one month)
    Reasoning/Decision Making problem solve
    Reasoning/Decision Making apply common sense in performing job
    Desired Ability to...
    License and Certifications
    Required
    Desired
    Physical Requirements/Demands of the Position
    Sitting Continually (67-100% or 8 hours)
    Static Standing Rarely (1-5% or .5 hours)
    Walking/Standing
    Driving
    Stooping/Bending
    Squatting
    Kneeling/Half Kneel
    Climbing Stair
    Climbing Ladder
    Reaching - Shoulder Level
    Reaching - Below Shoulder
    Reaching - Above Shoulder
    Repetitive Actions - Pinch Forces Pounds of force:
    Repetitive Actions - Grip Forces Pounds of force:
    Repetitive Actions - Fine Manipulation Frequently (34-66% or 5.5 hours)
    Balance - Right Leg
    Balance - Left Leg
    Lifting - Floor to Waist Number of lbs:
    Lifting - Waist to Overhead Number of lbs:
    Lifting - Other Number of lbs:
    Carrying - Long Carry (>50 feet) Number of lbs:
    Carrying - Short Carry Number of lbs:
    Carrying - Right Carry Number of lbs:
    Carrying - Left Carry Number of lbs:
    Carrying - Push/Pull (Static Force) Number of lbs:
    Other:
    Number of lbs:
    Environmental Conditions
    Not substantially exposed to adverse environmental conditions (as in typical office or administrative work).

    Patient Services Specialist (on-call, non-benefited)

    Equal Opportunity Employer