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Patient Services Specialist II
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- Function as a team leader and provide peer guidance and leadership.
- Effectively triage problems and understand clinic flow to maximize clinic usage and meet patient needs.
- Provide high-level customer service in all interactions with internal and external customers.
- Provide direct, professional, and knowledgeable interactions with patients, physicians, referral sources, and the treatment team.
- Ensure caller's needs are met and accurate information is obtained, and calls are documented and triaged appropriately.
- Act as a patient advocate and liaison with various departments to meet mutual goals.
- Maintain patient confidentiality regarding access to patient and other clinical information via email, computer, fax, and mail.
- Address concerns of patients, provide service recovery, and escalate issues as needed.
- Apply the policies of the clinical entity to schedule appointments and coordinate financial counseling for day surgery.
- Complete reminder calls to patients for scheduled appointments and educate patient/responsible parties regarding billing process and any additional financial responsibilities.
- Provide out-of-pocket cost estimates to patients and counsel patients about unpaid bills.
- Obtain future appointments at time of service for clinic follow-up, referrals, and ancillary services.
- Arrive patients and prepare paperwork/chart for visit, and appropriately receipt all monies collected, tokens distributed, and deferments authorized.
- Verify, ensure eligibility, and pre-register patients by obtaining patient demographics and third-party coverage(s) at every encounter.
- Obtain and document information required for third-party reimbursement and ensure compliance with Medicare and third-party coverage.
- Communicate with patient, referral source, UTMB physician, and clinical staff regarding any obstacle to access or authorization.
- Perform related duties as required and read all OSA Announcements and relevant communications relating to job duties.
- Successfully complete competency-based training and testing on an annual basis and prioritize and complete all work in an accurate, effective, and efficient manner.
- Adhere to internal controls established for department and participate in team meetings/activities and support the philosophy and goals of the team/department.
Actual salary commensurate with experience or range if discussed and approved by hiring authority.
On-site, Monday through Friday, 8am to 5pm, and as needed on occasion.
UTMB Health is an equal opportunity employer and takes affirmative action to hire and advance women, minorities, protected veterans, and individuals with disabilities.
