Patient Services Specialist Supervisor – Family Medicine Clinic (Galveston)

Patient Services Specialist Supervisor - Family Medicine Clinic (Galveston)

Galveston, Texas, United States

New

Clerical & Administrative Support

UTMB Health

Requisition # 2602787

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 as a Patient Services Specialist or in a healthcare front office role performing patient registration, scheduling, and/or insurance verification.

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:

On-site, Monday - Friday, 8 AM - 5 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