Patient Services Specialist (New Patient Referrals)

Horizon Behavioral Health•Hinesville, GA

About The Position

Horizon Behavioral Health seeks a FULL-TIME (30-40hours) Patient Services Specialist focused on new patient referrals and scheduling. This role serves as one of the first points of contact for individuals seeking care. The position works as part of the referral and front office team, assisting with inbound calls from prospective patients, scheduling new patient appointments, and guiding callers through the intake process with professionalism and empathy. This role requires excellent phone etiquette, a calm and welcoming voice, and strong organizational skills. The specialist ensures every caller receives prompt, courteous, and helpful service. The position also provides backup support to the front desk Patient Services Specialist when needed. The Patient Services Specialist ensures compliance with HIPAA and OSHA standards while delivering service aligned with the values of integrity, compassion, and professionalism.

Requirements

Minimum of two years of medical office or healthcare customer service experience preferred
High school diploma or equivalent required.
Demonstrated ability to communicate professionally and clearly on the phone
Excellent phone etiquette with a calm, pleasant, and confident speaking voice
Strong customer service skills with the ability to create a welcoming first impression for patients
Ability to communicate effectively with individuals experiencing mental health concerns
Strong organizational and scheduling skills
Ability to manage a high volume of inbound phone calls while maintaining accuracy and professionalism
Ability to work independently and as part of a team
Ability to prioritize tasks and remain flexible in a fast-paced environment
Strong computer skills, including data entry and use of practice management systems
Experience with multi-line phone systems
Basic knowledge of medical terminology preferred
Medical assisting experience is a plus
Dependable, professional appearance and positive attitude

Nice To Haves

Basic knowledge of medical terminology preferred
Medical assisting experience is a plus

Responsibilities

Answer inbound phone calls from individuals seeking services
Demonstrate excellent phone etiquette and a professional phone presence at all times
Gather required demographic and referral information from new patients
Schedule new patient appointments accurately and efficiently across multiple offices
Match patient needs with the appropriate provider and service line when scheduling
Provide clear instructions regarding intake paperwork, arrival times, and required documentation
Maintain a helpful, patient-centered tone during every interaction
Work collaboratively with the referral team to support the timely scheduling of new patients
Provide a welcoming and professional experience for every caller
Answer questions about services offered by the practice
Direct clinical questions to the appropriate clinical staff
Return calls to prospective patients when follow-up is required
Maintain strict confidentiality when handling patient information
Ensure all callers feel respected, heard, and supported
Maintain provider schedules to support efficient booking of new patient appointments
Coordinate scheduling across multiple office locations
Document all patient interactions accurately in the practice management system
Send appointment reminders and follow-up communications as required
Send consult reports to referring providers after the patient has been seen within 72 hours of the appointment.
Provide backup coverage for the front desk Patient Services Specialist when needed
Assist with patient check-in and registration during coverage periods
Verify patient demographics and insurance information when assisting at the front desk
Collect co-payments or balances when assisting with front desk duties
Maintain knowledge of services offered at Horizon Behavioral Health
Maintain accurate documentation within the practice management system
Monitor front office supplies and notify supervisor when inventory runs low
Maintain organized and professional work areas
Follow all HIPAA, OSHA, and compliance regulations
Maintain front office quality assurance standards