Patient Services Specialist II - Towncenter, Pain

Minimum Qualifications: 

Bachelor’s degree and one year experience or High School or equivalent and three years clerical or customer service experience.

Job Summary/Description:

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.

Job Duties:

·         Ability to function as a team leader.

·         Provides peer guidance and leadership.

·         Able to effectively triage problems.

·         Understand clinic flow to maximize clinic usage to meet patient needs.

·         Provides high level customer   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. 

·         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. 

·         Arrives patients and prepares paperwork/chart for visit.

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

·         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.

·         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.

Salary Range:

Actual salary commensurate with experience or range if discussed and approved by hiring authority.

Work Schedule:

On-site, Monday through Friday, 8am to 5pm, and as needed on occasion.