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Patient Services Specialist Ii
4 months ago
**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. 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.
**Preferred Qualifications**:
- Bilingual in English and Spanish
- Three years of direct registration experience
**Job Duties**:
**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 a patient advocate and liaisons with various departments to meet mutual goals.
- 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 the 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 the time of service for clinic follow-up, referrals, and ancillary services.
**ARRIVAL**:
- Arrives patients and prepares paperwork/charts for visits.
- Appropriately receipt of 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.
- Communicate with the 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 the 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 the workstation.
- Properly disposes of printed patient information, logs off the computer when leaving the workstation, and keeps passwords confidential.
- Participates in team meetings/activities and supports the philosophy and goals of the team/department.
**Knowledge/Skills/Abilities**:
- Assist the individual in successfully performing the role
- Proficient in the 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.
**Salary Range**:
Actual salary commensurate with experience.
**Work Schedule**:
Monday through Friday, 8am to 5pm, and as needed on occasion.
**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 VEVRAA Federal Contractor, UTMB Health takes affirmative a
