EDUCATION & EXPERIENCE:
Minimum Qualifications:
- Associate's 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.
Preferred Qualifications:
- Previous experience in an administrative or clerical role within a psychiatric or behavioral health setting preferred..
LICENSES, REGISTRATIONS OR CERTIFICATIONS:
Required:
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.
JOB SUMMARY:
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.
ESSENTIAL JOB FUNCTIONS:
Supervisor 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.
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:
- Adheres to internal controls and reporting structure.
- Performs related duties as required.
- 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.
- Works Independently.
- Displays critical thinking.
- Able to triage problems.
KNOWLEDGE/SKILLS/ABILITIES:
- 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.
WORKING ENVIRONMENT/EQUIPMENT:
- Standard hospital, clinical, and/or office environments.
- Standard office equipment.
SALARY RANGE:
Actual salary commensurate with experience.
WORK SCHEDULE:
Onsite position, Monday through Friday, 8:00 AM - 5:00 PM.
Equal Employment Opportunity
UTMB Health strives to provide equal opportunity employment without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, genetic information, disability, veteran status, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. As a Federal Contractor, UTMB Health takes affirmative action to hire and advance protected veterans and individuals with disabilities.
Compensation