Patient Services Specialist I - Clear Lake Center - Full-Time

University of Texas Medical Branch (UTMB)•Webster, TX

About The Position

The mission of Correctional Managed Care is to address the healthcare needs of underserved patient populations within the Texas Department of Criminal Justice and the Texas Juvenile Justice Department. This role 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.

Requirements

Bachelor's degree and no experience.
High school diploma, or equivalent, and two (2) years customer service and/or clerical experience.
Security clearance is required.
Pre-employment drug testing is also required.

Responsibilities

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.
Completes reminder calls to patients for scheduled appointments.
Obtains future appointments at time of service for clinic follow-up, referrals, and ancillary services.
Verifies, ensures eligibility, and pre-registers patients by obtaining patient demographics and third party coverage(s) at every encounter.
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.
Fully dispositions each patient within the designated timeline.
Adheres to internal controls and reporting structures established for department.
Performs related duties as required.