***This is an open-pooled position. Applicants' education/experience will be considered and the position may be filled at a lower or higher level, as appropriate. ***

Job Summary:

Patient Service Specialist I –

The Patient Services Specialist I creates 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.

Patient Service Specialist II –

The Patient Services Specialist II has advanced Patient Services Specialist skills and is proficient 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

Minimum Qualifications:

Patient Service Specialist I –

• Associate degree and no experience. An equivalent combination of education and experience relevant to the role may be considered for this position.

Patient Service Specialist II –

Associate degree and one year of clerical or customer service experience. An equivalent combination of education and experience relevant to the role may be considered for this position.

Required: For departments reporting under Health System Ambulatory Operations, a valid Basic Life Support (BLS) certification must be obtained within 90 days of hire. Certification must be maintained for the duration of their employment in this position

Job Duties:

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.

• 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.

Salary Range:

Actual salary commensurate with experience.