Patient Services Specialist I - PCP, Med Specialties

Minimum Qualifications:

Bachelor’s Degree and no experience or High School or equivalent and 2 years customer service and/or clerical experience.

Job Summary:

The Patient Services Specialist I create 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

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.

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.

Arrival:

• Arrives patients and prepares paperwork/chart for visit.

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

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

Disposition:

• Fully dispositions each patient within the designated timeline.

• Adheres to internal controls established for department.

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.

• 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.

• 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.

Salary Range:

Actual salary commensurate with experience.