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Patient Services Specialist Supervisor

3 months ago

Webster, United States UTMB Health Full time

**Required Education / Experience**

Bachelor’s Degree and two years’ experience or High School or equivalent and five years clerical or customer service experience.

**Job Summary**

The Patient Services Specialist Supervisor has advanced Patient Services Specialist skills and is an expert 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 / Supervisor Responsibilities**
- Assist manager with day-to-day operation of clinic(s).
- Supervises, directs, and evaluates Patient Services Specialist personnel.
- Provides feedback to manager regarding Patient Services Specialist personnel.

ü **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 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.

ü **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.

ü **Arrival**
- Arrives patients and prepares paperwork/chart for visit.
- Appropriately receipts all monies collected, tokens distributed, and deferments authorized.

ü **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.

ü **Disposition**
- Fully dispositions each patient within the designated timeline.

**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.
- Works Independently.
- Displays critical thinking.
- Able to triage problems.

**Salary Range**

Actual salary commensurate with experience.

**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.