Patient Services Specialist I - Towncenter, Administration

Job Description:

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.

EDUCATION & EXPERIENCE

Minimum Qualifications:

Associate degree and no 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.

Preferred Qualifications:

Experience with patient registration, patient appointment scheduling, and/or insurance verification preferred.

Qualifications 

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, and ensure caller’s needs are met.

·      Ensures calls are documented and triaged appropriately ensuring patient satisfaction and patient safety.

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

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

SCHEDULING:

·      Schedules appointments and completes reminder calls to patients for scheduled appointments.

·      Coordinates financial counseling for day surgery

·      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 and 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.