Patient Services Specialist Supervisor - Towncenter, Opthalmology

Minimum Qualifications:
Bachelor’s Degree and two years’ experience or High School or equivalent and five years clerical or customer service experience.

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 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.

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 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.