Patient Services Specialist, Behavioral Health

About the role

• Scheduled Weekly Hours: 40
• Schedule: Monday and Wednesday (8:00 am - 5:00 pm) Fuquay-Varina -
• Tuesday and Friday (8:00 am - 5:00 pm) Wake Forest
• Thursday (8:00 am - 5:00 pm) Zebulon

Pay Range Minimum

$17.00

Education We're Looking for: High School Diploma (Required)

Experience We're Looking For

Experience in healthcare front office or customer service | 1-2 Years | Not Required Familiarity with scheduling systems and electronic medical records | Required Understanding of insurance verification and billing processes | Not Required

Additional Details: Key Skills & Competencies

• Customer service and empathy (patient-centered mindset)
• Strong communication skills (phone and in-person)
• Multitasking and ability to work in a fast-paced environment
• Attention to detail especially with insurance and billing data
• Basic knowledge of medical terminology and EMR systems

Job Description Summary

The Patient Services Specialist (PSS) serves as the first point of contact for patients and visitors within the behavioral health clinic setting. This role is responsible for front desk operations, patient scheduling, registration, insurance verification, customer service, and administrative support while ensuring a positive, patient-centered experience. The PSS supports efficient clinic operations and collaborates closely with clinical staff to maintain smooth patient flow and high-quality service delivery.

What You'll Do

Patient Intake & Front Desk Operations

• Greet patients and visitors in a professional, welcoming manner
• Check patients in and out of appointments
• Verify patient identity, demographics, and insurance information
• Ensure all registration and consent forms are completed accurately

Scheduling & Access Management

• Schedule, confirm, and reschedule appointments
• Manage clinical staff calendars to optimize access and reduce gaps
• Coordinate referrals and follow-up

Patient Communication

• Answer incoming calls and respond to inquiries (appointments, services, directions, etc.)
• Route calls/messages to clinical staff appropriately
• Provide clear, basic information about procedures, services, and next steps

Billing & Financial Transactions

• Collect co-pays and outstanding balances at point of service
• Explain financial responsibilities to patients
• Verify insurance coverage and assist with billing questions

Medical Records & Data Management

• Maintain and update electronic health records (EHR/EMR)
• Create and organize patient charts and documentation
• Ensure all records are accurate, complete, and compliant with privacy regulations (HIPAA)

Coordination with Clinical Staff

• Serve as a liaison between patients and clinical staff
• Notify clinical staff of patient arrivals
• Support smooth patient flow throughout the clinic

Customer Service & Issue Resolution

• Address patient concerns or complaints professionally
• Escalate issues appropriately when needed
• Ensure a positive, patient-centered experience at every touchpoint
• Collect basic vitals and complete UDS in absence of nursing staff as needed
• May be asked to support operations at locations outside of the primary worksite as needed to meet business and patient care needs.
• May be required to work beyond regularly scheduled hours, including after 5:00 p.m., as needed to support patient care and clinic operations.

General Administrative Support

• Manage front desk operations (filing, faxing, scanning)
• Maintain a clean, organized reception and lobby area - daily/weekly cleaning and reset
• Perform other clerical duties as assigned

Benefits

We offer a competitive and flexible total rewards package designed to support the diverse needs of our team members. In addition to base compensation, eligible employees have access to a range of customizable benefits and perks, which may include comprehensive health coverage, retirement plans, professional development support, and more. Specific offerings are tailored to the role, employment type, and location. We look forward to discussing the details of your personalized compensation and benefits package-and what matters most to you-during the interview process.

Make a Difference in Someone's Life!

At Monarch, we work together to provide life-changing care in communities across North Carolina and Rhode Island. As a team, we provide hope, promote wellness, and empower individuals and families impacted by mental illness, substance use disorders, intellectual and developmental disabilities, and traumatic brain injury.

You Belong at Monarch Healthcare

You deserve a positive and encouraging work environment - a place where you can do your best work and grow as a professional. That is just what you'll find at Monarch Healthcare. Here, we care for people, including our team members. We offer a comprehensive, competitive benefits package that supports full-time and part-time team members and their families. More than just a job, this opportunity with Monarch Healthcare will give you room to spread your wings and grow because we believe in promoting from within and developing future leaders.