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    Patient Services Specialist Supervisor - Galveston, United States - University of Texas Medical Branch

    University of Texas Medical Branch
    University of Texas Medical Branch Galveston, United States

    4 weeks ago

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    Description

    Required Education / Experience

    Bachelor's Degree and two years' experience or High School or equivalent and five years clerical or customer service experience.

    Preferred Qualifications

    Medical Office Experience and/or multi-specialty work preferred.

    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.

    ü 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 always calls accurately and with exceptional customer service.

    · 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.

    ü 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.

    ü Arrival

    · Arrives patients and prepares paperwork/chart for visit.

    · Appropriately receipts all monies collected, tokens distributed, and deferments authorized.

    ü 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.

    ü Disposition

    · Fully dispositions each patient within the designated timeline.

    Marginal Or Periodic Job Functions

    · 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.

    · Adheres to internal controls established for department.

    · 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.

    Salary Range

    Actual salary commensurate with experience.

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