Healthcare Customer Service Representative
2 weeks ago
Job Overview:
The Patient Services Specialist I is dedicated to fostering a positive experience for patients by consistently surpassing expectations in service and care. This role involves the coordination of clerical and medical functions within a healthcare team, managing patient registration processes, and facilitating access to services for both new and returning patients.
EDUCATION & EXPERIENCE - Minimum Qualifications:
An Associate degree is required, with no prior experience necessary. An equivalent combination of education and relevant experience may be considered for this position.
LICENSES, REGISTRATIONS OR CERTIFICATIONS - Required:
For departments under Health System Ambulatory Operations, a valid Basic Life Support (BLS) certification must be acquired within 90 days of employment. This certification must be maintained throughout the duration of employment in this role.
Preferred Qualifications:
Experience in patient registration, appointment scheduling, and/or insurance verification is preferred.
Qualifications - External - CUSTOMER SERVICE:
- Delivers exceptional customer service in all interactions with both internal and external clients.
- Engages professionally and knowledgeably with patients, physicians, referral sources, and the healthcare team.
- Handles calls with accuracy and outstanding customer service, ensuring that the needs of callers are met.
- Documents and triages calls appropriately to ensure patient satisfaction and safety.
- Acts as an advocate for patients, liaising with various departments to achieve shared objectives.
- Addresses patient concerns, provides service recovery, and escalates issues as necessary.
SCHEDULING:
- Manages appointment scheduling and conducts reminder calls for patients.
- Coordinates financial counseling for day surgery.
- Educates patients and responsible parties about the billing process and any additional financial obligations, including third-party benefits information.
- Provides out-of-pocket cost estimates to patients and advises them regarding unpaid bills.
- Secures future appointments at the time of service for follow-ups, referrals, and ancillary services.
ARRIVAL:
- Welcomes patients and prepares necessary paperwork and charts for their visits.
- Accurately receipts all collected payments, distributes tokens, and authorizes deferments.
REGISTRATION:
- Verifies eligibility and pre-registers patients by collecting demographic information and third-party coverage at every encounter.
- Obtains and documents necessary information for third-party reimbursement.
- Ensures compliance with Medicare and third-party coverage requirements.
- Communicates with patients, referral sources, and clinical staff regarding any barriers to access or authorization.
Equal Employment Opportunity: UTMB Health is committed to providing 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 actively seeks to hire and advance women, minorities, protected veterans, and individuals with disabilities.
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