Patient Services Specialist II - Center for Cardiac Rehab (Galveston)

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

10h•Onsite

About The Position

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. Essential Job Functions include leading responsibilities, providing high-level customer service, scheduling appointments, managing patient arrival processes, handling patient registration, and ensuring proper patient disposition. The role also involves performing marginal or periodic functions as required.

Requirements

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
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
Proficient in use of PC with experience in Excel, Word, and database management packages
Analytical and ability to collect and trend data
Knowledge of patient care and patient problems
Excellent human relations and written and oral communication skills
Ability to problem-solve

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
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
Fully dispositions each patient within the designated timeline
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 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