Patient Services Specialist I - ADC Rehab, Outpatient Only (Casual - 19hrs per wk /No Benefits)

Job Summary

The Patient Services Specialist I 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.

Education & Experience

Minimum Qualifications: Associate's degree and no experience. An equivalent combination of education and experience relevant to the role may be considered for this position.

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.

Essential Job Functions

• 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.
  • Adheres to internal controls established for department.
• 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 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.

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

Standard hospital, clinical, and/or office environments. Standard office equipment.