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Patient Services Specialist-Internal Medicine
2 months ago
Extended Job Title
Patient Services Specialist-Internal Medicine (Patient Call Center)
Org Level 1
Texas Tech Unv Hlth Sci Ctr El Paso
Position Description
This position is responsible for assuring smooth operation of the contact center patient call flow. Employees serve as primary contacts for patients over the telephone and are responsible for scheduling appointments for various clinical services, maintaining records, and resolving service or clinical issues by clarifying the patient’s complaint, determining the cause of the problem, and selecting and explaining the best solution according to each clinical departmental procedures and guidelines. This is a call center, metric-based performance-driven environment. Employees do not have cash handling responsibilities.
Requisition ID
38272BR
Travel Required
None
Major/Essential Functions
Answers and handles contact center appointment calls appropriately according to department procedures and guidelines.
Handles all other contact center calls appropriately according to department procedures and guidelines for new, existing, and prospective patients regarding a variety of inquiries.
Handles contact center prescription refill calls and routes them timely according to department procedures and guidelines.
Handles contact center medical concern calls timely according to department procedures and guidelines.
Handles billing contact center calls appropriately according to department procedures and guidelines regarding insurance pre-authorizations and copay inquiries.
Makes outbound calls to patients as needed or required by the department.
Performs other duties as assigned.
Adheres to all TTUHSCEP policies, procedures, and processes.
Demonstrates and acts in accordance with TTUHSCEP values (Service, Respect, Accountability, Integrity, Advancement, and Teamwork).
Grant Funded?
No
Minimum Hire Rate
Compensation is commensurate upon the qualifications.
Pay Basis
Hourly
Schedule Details
Monday- Friday 8:00 am-5:00 pm
Work Location
El Paso
Preferred Qualifications
Ability to speak effectively with customers and build rapport while providing exceptional customer service.
Communicates effectively, both orally and in writing.
Excellent customer service and interpersonal skills.
Ability to devote full attention to patients and medical professionals alike.
Ability to remain calm under stressful situations.
Ability to follow direction effectively.
Ability to work as part of a team.
Strong grammatical and data entry skills.
Strong organizational, time management, problem-solving, and multitasking skills.
Ability to operate call center applications and equipment, including computers, fax machines, calculators, printers, scanners, and copy machines.
1 year experience in a medical setting.
Knowledge of patient service principles and practices.
Knowledge of administration and clerical processes.
Call Center Experience.
Bilingual- English/Spanish.
Campus
HSC - El Paso
Department
Patient Call Center
Required Attachments
Resume / CV, Transcript
Job Type
Full Time
Pay Statement
Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as the institutional pay plan. For additional information, please reference the institutional pay plan on the Human Resources webpage.
Job Group
Information and Records Clerks
Shift
Day
EEO Statement
As an EEO/AA employer, the Texas Tech University System and its components will not discriminate in our employment practices based on an applicant’s race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or status as a protected veteran.
Required Qualifications
A High School diploma or GED.
1-year Customer Service, office, or related experience.
Additional education may substitute for the experience requirement.
Does this position work in a research laboratory?
No
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