Patient Services Specialist Supervisor - Access Center at University of Texas Medical Branch (UTMB)

Webster, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

14 Jun, 26

Salary

0.0

Posted On

16 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Supervision, Customer Service, Patient Experience, Patient Registration, Call Handling, Triage, Scheduling, Financial Counseling, Patient Advocacy, Confidentiality, Data Collection, Problem-Solving, Critical Thinking, Excel, Word, Database Management

Industry

Higher Education

Description

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 in a healthcare setting and/or high-volume call center environment preferred. 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: Onsite position, Monday through Friday, 8:00 AM - 5:00 PM. Includes holidays. Employees may qualify for hybrid and/or remote scheduling after successful completion of training and performance expectations. 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.

Responsibilities

This role involves supervising, directing, and evaluating Patient Services Specialist personnel while assisting the manager with day-to-day clinic operations. The supervisor must ensure a positive patient experience by coordinating clerical and medical activities, facilitating patient access, and handling high-level customer service interactions.