Patient Service Supervisor Oncology - Galveston, United States - UTMB Health

Description

EDUCATION & EXPERIENCE

Minimum Qualifications:

• Associate 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.


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.

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 VEVRAA Federal Contractor, UTMB Health takes affirmative action to hire and advance women, minorities, protected veterans and individuals with disabilities.