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Clinical Support Manager
2 months ago
The Patient Services Specialist II plays a critical role in maintaining a positive patient experience by consistently exceeding expectations in customer service and patient care. This position requires advanced skills in coordinating clerical and medical activities of a healthcare team, patient registration activities, and facilitating access to UTMB services for new and returning patients.
Key Responsibilities- Team Leadership: Ability to function as a team leader and provide peer guidance and leadership.
- Problem Triage: Effective triage of problems to ensure timely resolution and patient satisfaction.
- Clinic Flow Management: Understanding of clinic flow to maximize clinic usage and meet patient needs.
- Customer Service: Provides high-level customer service in all interactions with internal and external customers.
- Patient Advocacy: Acts as a patient advocate and liaises with various departments to meet mutual goals.
- Confidentiality: Maintains patient confidentiality regarding access to patient and other clinical information.
- Service Recovery: Addresses concerns of patients, provides service recovery, and escalates issues as needed.
- Scheduling: Applies the policies of the clinical entity to schedule appointments.
- Financial Counseling: Coordinates financial counseling for day surgery.
- Reminder Calls: Completes reminder calls to patients for scheduled appointments.
- Financial Education: Educates patient/responsible parties regarding billing process and any additional financial responsibilities.
- Cost Estimates: Provides out-of-pocket cost estimates to patients.
- Unpaid Bills: Counsels patients about unpaid bills.
- Appointment Coordination: Obtains future appointments at time of service for clinic follow-up, referrals, and ancillary services.
- Pre-Registration: Verifies, ensures eligibility, and pre-registers patients by obtaining patient demographics and third-party coverage(s) at every encounter.
- Third-Party Reimbursement: Obtains and documents information required for third-party reimbursement.
- Compliance: Ensures compliance with Medicare and third-party coverage.
- Communication: Communicates with patient, referral source, UTMB physician, and clinical staff regarding any obstacle to access or authorization.
- Competency-Based Training: Successfully completes competency-based training and testing on an annual basis.
- Work Prioritization: Prioritizes and completes all work in an accurate, effective, and efficient manner.
- Internal Controls: Adheres to internal controls established for department.
- Security: Locks office and secures files containing money or confidential information when away from workstation.
- Team Participation: Participates in team meetings/activities and supports the philosophy and goals of the team/department.
