Description

*EDUCATION & EXPERIENCE:*
*Minimum Qualifications:*
* Associate's degree and no experience. An equivalent combination of education and experience relevant to the role may be considered for this position.
*Preferred Qualifications:*
* Bilingual (English/Spanish) preferred.
*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 I creates 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:*
*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.
* Adheres to internal controls established for department.
*
*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; alternating 8-hour and 10-hour shifts, with 10-hour shifts requiring rotating early arrival (6:30 am) and late departure (5:30 pm).
*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.