Healthcare Customer Service Representative

1 week ago

Galveston, Texas, United States UTMB Health Full time

Job Overview:
The Patient Services Specialist I is dedicated to fostering a positive experience for patients by consistently surpassing expectations in service delivery and care. This role involves coordinating both clerical and clinical functions within a healthcare team, managing patient registration processes, and facilitating access to UTMB 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 obtained 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 stakeholders.
  • 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 upcoming appointments.
  • Coordinates financial counseling for day surgery.
  • Educates patients and responsible parties regarding the billing process and any additional financial obligations, including third-party benefits information.
  • Provides out-of-pocket cost estimates to patients and offers guidance regarding unpaid bills.
  • Secures future appointments during service for clinic follow-ups, referrals, and ancillary services.

ARRIVAL:
  • Welcomes patients and prepares necessary paperwork and charts for their visit.
  • Accurately processes all payments collected, 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, UTMB physicians, 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 takes affirmative action to hire and advance women, minorities, protected veterans, and individuals with disabilities.

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