Patient Services Specialist II - CLC Spine Center

Patient Services Specialist II - CLC Spine Center

** Webster, Texas, United States*
* ** New*
* Clerical & Administrative Support

UTMB Health

Requisition # 2600219

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* EDUCATION & EXPERIENCE:

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* Minimum Qualifications:

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* + Associate's 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.

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* Preferred Qualifications:

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* + Five (5) or more years of clerical, patient access, or customer service experience, preferably in a high-volume or complex specialty clinic environment.

+ Specialty clinic experience strongly preferred.

+ Bilingual (English/Spanish) preferred, but not required.

** LICENSES, REGISTRATIONS OR

CERTIFICATIONS:

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* Required:

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* 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.

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* JOB SUMMARY:

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* 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.

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* ESSENTIAL JOB FUNCTIONS:

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* ** LEAD RESPONSIBILITIES:*
* + 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.

** 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.

** Marginal or Periodic Functions:*
* + Performs related duties as required.

+ Adheres to internal controls established for 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.

+ Locks…