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Patient Services Specialist II - Access Center

Webster, Texas, United States

New

Medical Administrative

UTMB Health

Requisition # 2507319

EDUCATION & EXPERIENCE:

Minimum Qualifications:

+ Associate’s 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.

Preferred Qualifications:

+ Consistently meets or exceeds all established Individual KPI goals and performance metrics

+ Demonstrated ability to precept, mentor, and support new hires or existing team members, either individually or in a group setting

+ Proven, working knowledge of Access Center Main workflows, processes, and resources

+ Successful completion of Access Center After-Hours training, with the ability to function independently during extended or non-standard hours

+ Demonstrates strong problem-solving skills by applying logical thinking and practical experience to best serve their team and our patients.

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.

ESSENTIAL JOB FUNCTIONS:

LEAD RESPONSIBILITIES:

+ 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.

KNOWLEDGE/SKILLS/ABILITIES:

+ Proficient in use of PC with experience in Excel, Word, and database management packages.

+ Analytical and ability to collect and trend data.

+ Knowledge of patient care and patient problems.

+ Excellent human relations and written and oral communication skills.

+ Ability to problem-solve.

WORKING ENVIRONMENT/EQUIPMENT:

+ Standard hospital, clinical, and/or office environments.

+ Standard office equipment.

SALARY RANGE:

Actual salary commensurate with experience.

WORK SCHEDULE:

On-site, Mid-Shift, Sunday - Thursday 10am - 7pm.

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