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Patient Services Specialist II - Day Surgery (Galveston)

Galveston, Texas, United States

Patient Care

UTMB Health

Requisition # 2502236

Minimum Qualifications:

• Associate degree and one year of clerical or customer service experience. An equivalent

combination of education and experience relevant to the role may be considered for this

position.

Licenses, Registrations, or Certifications:

Required: For departments reporting under Health System Ambulatory Operations, a valid Basic Life

Support (BLS) certification must be obtained within 90 days of hire. Certification must be maintained for

the duration of their employment in this position

Job Summary

The Patient Services Specialist II has advanced Patient Services Specialist skills and is proficient in

independently maintaining a positive patient experience by consistently exceeding expectations in

customer service and patient care, by coordinating clerical and medical activities of a healthcare team,

patient registration activities and facilitating access to UTMB services for new and returning patients.

Job Duties:

LEAD RESPONSIBILITES:

• Ability to function as a team leader.

• Provides peer guidance and leadership.

• Able to effectively triage problems.

• Understand clinic flow to maximize clinic usage to meet patient needs.

CUSTOMER SERVICE:

• Provides high level customer service in all interactions with internal and external customers.

• Provides direct, professional, and knowledgeable interactions with patients, physicians,

referral sources, and the treatment team.

• Answers calls accurately and with exceptional customer service at all times.

• Ensures caller’s needs are met and accurate information is obtained.

• Ensures calls are documented and triaged appropriately ensuring patient satisfaction and

patient safety. Completes telephone encounter process if appropriate.

• Acts as patient advocate and liaisons with various departments to meet mutual goals.

• Maintains patient confidentiality regarding access to patient and other clinical information via

email, computer, fax and mail.

• Addresses concerns of patients, provides service recovery, and escalates issues as needed.

SCHEDULING:

• Applies the policies of the clinical entity to schedule appointments.

• Coordinates financial counseling for day surgery.

• Completes reminder calls to patients for scheduled appointments.

• Educates patient/responsible parties regarding billing process and any additional financial

responsibilities including third party benefits information.

• Provides out of pocket cost estimates to patients.

• Counsels patients about unpaid bills.

• Obtains future appointments at time of service for clinic follow-up, referrals, and ancillary

services.

ARRIVAL:

• Arrives patients and prepares paperwork/chart for visit.

• Appropriately receipts all monies collected, tokens distributed, and deferments authorized.

REGISTRATION:

• Verifies, ensures eligibility, and pre-registers patients by obtaining patient demographics and

third-party coverage(s) at every encounter.

• Obtains and documents information required for third party reimbursement.

• Ensures compliance with Medicare and third-party coverage.

• Communicates with patient, referral source, UTMB physician and clinical staff regarding any

obstacle to access or authorization.

DISPOSITION:

• Fully dispositions each patient within the designated timeline.

Marginal or Periodic Functions:

• Performs related duties as required.

• Adheres to internal controls established for department.

• Reads all OSA Announcements and relevant communications relating to job duties.

• Successfully completes competency-based training and testing on an annual basis.

• Prioritizes and completes all work in an accurate, effective, and efficient manner.

• Locks office and secures files containing money or confidential information when away from

workstation.

• Properly disposes of printed patient information, logs off computer when leaving workstation and

keeps passwords confidential.

• Participates in team meetings/activities and supports the philosophy and goals of the

team/department.

Salary Range

Actual salary commensurate with experience.

Equal Employment Opportunity

UTMB Health strives to provide equal opportunity employment without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, genetic information, disability, veteran status, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. As a Federal Contractor, UTMB Health takes affirmative action to hire and advance protected veterans and individuals with disabilities.

Compensation