Patient Services Specialist Ii
1 month ago
**Minimum Qualifications**
Bachelor’s degree and one year experience or High School or equivalent and three years
clerical or customer service experience.
**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 in all interactions with internal and external customers.
- Provides direct, professional, and knowledgeable interactions with patients, physicians, referral sources, and the treatment team.
- Answers always calls accurately and with exceptional customer service.
- 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.
- 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.
**Marginal or Periodic Job Functions**
- Performs related duties as required.
- 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.
- Adheres to internal controls established for department.
- 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.
**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 action to hire and advance women, minorities, protected veterans and individuals with disabilities.
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