***This is an open-pooled position. Applicants' education/experience will be considered and the position may be filled at a lower or higher level, as appropriate.***

Patient Services Specialist I

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.

Minimum Qualifications

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

Preferred Qualifications

Experience with patient registration, patient appointment setting, and insurance verification preferred.

ESSENTIAL JOB FUNCTIONS

CUSTOMER SERVICE:

• Provides high level customer service in all interactions with internal and external customers.
• Answers calls accurately and with exceptional customer service at all times.
• Ensures caller’s needs are met and accurate information is obtained.

SCHEDULING:

• Applies the policies of the clinical entity to schedule appointments.
• 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.
• 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.

Patient Services Specialist II

Job Summary:
The Patient Services Specialist II has advanced Patient Services Specialist skills and is proficient 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.

Minimum Qualifications:

Associate degree and one year of clerical or customer service experience. An equivalent combination of education and experience relevant to the role may be considered for this position.

Preferred Qualifications

Experience with patient registration, patient appointment setting, and insurance verification preferred.

ESSENTIAL JOB FUNCTIONS

All the functions of the PSS I and:

LEAD RESPONSIBILITES:

• Ability to function as a team leader.
• Provides peer guidance and leadership.
• Able to effectively triage problems.
• Understand clinic flow to maximize clinic usage to meet patient needs.