Patient Services Specialist Supervisor

4 weeks ago

Galveston, United States University of Texas Medical Branch Full time

Required Education / Experience

Bachelor’s Degree and two years’ experience or High School or equivalent and five years clerical or customer service experience.

Preferred Qualifications

Medical Office Experience and/or multi-specialty work preferred.

 

 

Job Summary

The Patient Services Specialist Supervisor has advanced Patient Services Specialist skills and is an expert in independently maintaining a positive patient experience by consistently exceeding expectations in customer service and patient care, by coordinating clerical and medical activities of a healthcare team, patient registration activities and facilitating access to UTMB services for new and returning patients.

 

Essential Job Functions / Supervisor Responsibilities

·         Assist manager with day-to-day operation of clinic(s).

·         Supervises, directs, and evaluates Patient Services Specialist personnel.

·         Provides feedback to manager regarding Patient Services Specialist personnel.

 

ü  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 always calls accurately and with exceptional customer service.

·         Ensures caller’s needs are met and accurate information is obtained.

·         Ensures calls are documented and triaged appropriately ensuring patient satisfaction and patient safety. Completes telephone encounter process if appropriate.

·         Acts as patient advocate and liaisons with various departments to meet mutual goals.

·         Maintains patient confidentiality regarding access to patient and other clinical information via email, computer, fax and mail

·         Addresses concerns of patients, provides service recovery, and escalates issues as needed.

 

ü  Scheduling

·         Applies the policies of the clinical entity to schedule appointments.

·         Coordinates financial counseling for day surgery

·         Completes reminder calls to patients for scheduled appointments

·         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

·         Counsels’ patients about unpaid bills.

·         Obtains future appointments at time of service for clinic follow-up, referrals, and ancillary services.

 

ü  Arrival

·         Arrives patients and prepares paperwork/chart for visit.

·         Appropriately receipts all monies collected, tokens distributed, and deferments authorized.

 

ü  Registration

·         Verifies, ensures eligibility, and pre-registers patients by obtaining patient demographics and third-party coverage(s) at every encounter.

·         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.

 

ü  Disposition

·         Fully dispositions each patient within the designated timeline.

 

Marginal Or Periodic Job Functions

·         Performs related duties as required.

·         Reads all OSA Announcements and relevant communications relating to job duties.

·         Successfully completes competency-based training and testing on an annual basis.

·         Prioritizes and completes all work in an accurate, effective, and efficient manner.

·         Adheres to internal controls established for department.

·         Locks office and secures files containing money or confidential information when away from workstation. Properly disposes of printed patient information, logs off computer when leaving workstation and keeps passwords confidential.

·         Participates in team meetings/activities and supports the philosophy and goals of the team/department.

·         Works Independently.

·         Displays critical thinking.

·         Able to triage problems.

 

 

Salary Range

Actual salary commensurate with experience.

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