Advanced Patient Services Coordinator

2 weeks ago

Galveston, Texas, United States UTMB Health Full time
Position Title: Patient Services Specialist II - Pediatric Cardiology Lab

Minimum Qualifications:
Bachelor's degree with one year of relevant experience or a High School diploma with three years of clerical or customer service experience.

Job Overview:

The Patient Services Specialist II is equipped with advanced skills in patient services and excels in independently fostering a positive patient experience. This role is pivotal in consistently surpassing expectations in customer service and patient care by coordinating the clerical and medical activities of a healthcare team, managing patient registration processes, and facilitating access to services for both new and returning patients.

Key Responsibilities:
  • Act as a team leader, providing guidance and support to peers.
  • Effectively triage issues and challenges as they arise.
  • Understand clinic operations to optimize usage and meet patient needs.
  • Deliver exceptional customer service in all interactions with internal and external stakeholders.
  • Engage professionally and knowledgeably with patients, physicians, referral sources, and the treatment team.
  • Handle incoming calls with accuracy and outstanding customer service.
  • Ensure that callers' needs are met and that accurate information is collected.
  • Document calls appropriately and triage issues to ensure patient satisfaction and safety.
  • Serve as a patient advocate, liaising with various departments to achieve shared objectives.
  • Maintain confidentiality regarding patient and clinical information across all communication channels.
  • Address patient concerns, provide service recovery, and escalate issues as necessary.
  • Apply clinical policies to schedule appointments effectively.
  • Coordinate financial counseling for day surgery procedures.
  • Conduct reminder calls to patients for their scheduled appointments.
  • Educate patients and responsible parties about the billing process and financial responsibilities, including third-party benefits.
  • Provide out-of-pocket cost estimates to patients.
  • Assist patients with inquiries regarding unpaid bills.
  • Facilitate future appointments during service for follow-ups, referrals, and ancillary services.
  • Prepare patient paperwork and charts for visits.
  • Accurately process all collected payments and authorized deferments.
  • Verify eligibility and pre-register patients by collecting necessary demographics and insurance information at each encounter.
  • Document information required for third-party reimbursement.
  • Ensure compliance with Medicare and other third-party coverage requirements.
  • Communicate with patients, referral sources, and clinical staff regarding any access or authorization challenges.
  • Perform related duties as required.
  • Stay informed on all relevant communications related to job responsibilities.
  • Complete annual competency-based training and assessments successfully.
  • Prioritize and execute all tasks in an accurate and efficient manner.
  • Adhere to internal controls established for the department.
  • Secure confidential information and financial records when away from the workstation.
  • Participate in team meetings and activities, supporting the team's philosophy and goals.
Salary Information:
Salary will be commensurate with experience or as discussed and approved by the hiring authority.

Work Schedule:
This position requires on-site work, Monday through Friday, with occasional additional hours as needed.

Equal Employment Opportunity:

UTMB Health is committed to providing equal employment opportunities 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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