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Healthcare Operations Specialist

2 months ago

League City, Texas, United States UTMB Health Full time
Job Summary

The Patient Services Specialist I plays a vital role in creating a positive patient experience by consistently exceeding expectations in customer service and patient care. This position is responsible for 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
  • Customer Service
    • Provides high-level customer service in all interactions with internal and external customers.
    • Provides direct, professional, and knowledgeable interactions with patients, physicians, referral sources, and the treatment team.
    • Answers calls accurately and with exceptional customer service at all times, and ensures caller's needs are met.
    • Ensures calls are documented and triaged appropriately ensuring patient satisfaction and patient safety.
    • Acts as patient advocate and liaisons with various departments to meet mutual goals.
    • Addresses concerns of patients, provides service recovery, and escalates issues as needed.
  • Scheduling
    • Educates patient/responsible parties regarding billing process and any additional financial responsibilities including third-party benefits information.
    • Provides out-of-pocket cost estimates to patients and counsels patients about unpaid bills.
    • Obtains future appointments at time of service for clinic follow-up, referrals, and ancillary services.
    • Schedules appointments and completes reminder calls to patients for scheduled appointments.
    • Coordinates financial counseling for day surgery.
  • Registration
    • Obtains and documents information required for third-party reimbursement.
    • Ensures compliance with Medicare and third-party coverage.
    • Communicates with patient, referral source, UTMB physician, and clinical staff regarding any obstacle to access or authorization.
    • Verifies, ensures eligibility, and pre-registers patients by obtaining patient demographics and third-party coverage(s) at every encounter.
    Requirements
    • Associate degree and no experience.
    • An equivalent combination of education and experience relevant to the role may be considered for this position.
    Preferred Qualifications
    • Experience with patient registration, patient appointment scheduling, and/or insurance verification preferred.
    Work Schedule

On-site, Monday through Friday, 8am to 5pm, possible nights/weekends and as needed on occasion.

Equal Employment Opportunity

UTMB Health strives to provide 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.