Sr Patient Services Specialist; Call Center - Student Health Services

Extended Job Title

Sr Patient Services Specialist (Call Center) - Student Health Services

This position is responsible for ensuring the smooth operation of the clinic patient flow and serving as the primary contact for patients. Responsible for scheduling appointments, preparing necessary paperwork before the patient visits, receiving patients, and maintaining records. In addition, this position is responsible for processing charges for clinic services, filing insurance claims, responding to requests for information from patients and insurance companies and maintaining related information for the department.

Work is performed in usual clinic conditions and requires a high degree of direct contact with patients, staff, and insurance companies. Employees may have cash-handling responsibilities.

43406

None

$18.32

• Manage large amounts of inbound and outbound calls in a timely manner.
• Agents manage incoming calls, emails, or chats by greeting customers in a friendly and professional manner.
• Direct calls to appropriate departments (as needed) using advanced call routing systems.
• Guide the caller through appointment scheduling and resolve appointment questions.
• Identify patient needs, clarify information, research every issue, and provide solutions. De‑escalate complaints, and update account information.
• Deliver accurate details about services offered, clinic hours, appointments, and policies.
• Log interactions, update patient records in the Electronic Medical Record, and complete call reports.
• Contact patients for appointment confirmation or appointment cancellations needing to be rescheduled.
• Respond efficiently and accurately to callers, explain possible solutions, and ensure that patients feel supported and valued.
• Engage in active listening with callers, confirming or clarifying information and diffusing angry patients, as needed.
• Build lasting relationships with patients, supervisors, and other call center team members based on trust and reliability.
• Utilize software, databases, scripts, and tools appropriately.
• Understand and strive to meet or exceed call center metrics while providing excellent, consistent customer service.
• Take part in training and other learning opportunities to expand knowledge of the organization, clinics, and position.
• Adhere to all company policies and procedures.
• Other duties as assigned.

No

$17.60

Hourly

Lubbock

• At least 1 year of call center experience.
• Experience with EPIC systems.

Student Health Services Lbk

Full Time

Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as the institutional pay plan. For additional information, please reference the institutional pay plan website at https://app
4.ttuhsc.edu/payplan.

Day

All qualified applicants will be considered for employment without regard to sex, race, color, national origin, religion, age, disability, protected veteran status, or genetic information.

High school diploma or equivalent. Three (3) years of customer service, office, or related experience, with two (2) of those years in a healthcare or dental clinic setting preferred. Additional education may substitute for the experience requirement.

No

YN, HM

3A1X1, 4A0 X1

0111

The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act is a federal statute requiring colleges and universities participating in federal financial aid programs to maintain and disclose campus crime statistics and security information. By October 1 of each year, institutions must publish and distribute their Annual Campus Security Policy & Crime Statistics Report (ASR) to current and prospective students and employees.

To view this report, visit the TTUHSC Clery Act website at…