Patient Services Specialist I - Victory Lake Orthopedic Clinic (Up to 19.99 hours/week)

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 Federal Contractor, UTMB Health takes affirmative action to hire and advance protected veterans and individuals with disabilities.

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.