Patient Service Specialist Supervisor - League City Radiation Oncology

University of Texas Medical Branch (UTMB)•League City, TX

About The Position

The Patient Services Specialist Supervisor has advanced Patient Services Specialist skills and is an expert 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.

Requirements

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

Responsibilities

Assist manager with day-to-day operation of clinic(s).
Supervises, directs and evaluates Patient Services Specialist personnel.
Provides feedback to manager regarding Patient Services Specialist personnel.
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.
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.