Patient Services Specialist I - Student Health Services

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Patient Services Specialist I - Scheduling

JOB SUMMARY 

The Patient Services Specialist I –Scheduling creates a positive patient experience by consistently delivering excellent customer service and patient care. Work includes coordinating clerical and medical activities of healthcare team, patient registration activities and facilitating access to TWU Student Health Services for new and returning students.  Work is performed under general supervision and performance evaluation is based upon completion of assignments and results obtained. The performance evaluation is conducted through the performance evaluation system and in accordance with the University Policies & Procedures. 

ORGANIZATIONAL RELATIONSHIPS

Reports to:      Assistant Director, Student Health Services 

Supervises:     May supervise Student Assistants 

ESSENTIAL DUTIES - May include, but not limited to the following:

• Schedules appointments in accordance with the policies of the clinical department.
• Obtains future appointments at time of service for clinic follow-up referrals and ancillary services.
• Conducts financial counseling with students for payment deferment.
• 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 regarding unpaid bills.
• Checks in patients and prepares paperwork/chart for visit.
• Verifies, ensures eligibility, and pre-registers patients by obtaining patient demographics, documents, and third-party coverage as needed at every encounter.
• Communicates with patients, TWU SHS medical providers and clinical staff regarding any obstacles to access or authorization.
• Provides high level patient services in all interactions with students, staff and faculty as well as non-university customers.
• Provides direct, professional, and knowledgeable interactions with patients, physicians, referral sources, and the treatment team.
• Answers calls accurately and with exceptional patient and customer service at all times.
• Ensures calls are documented and triaged appropriately ensuring patient satisfaction and patient safety.
• Completes telephone encounter process as 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.
• Obtains and documents information required for third party reimbursement.
• Ensures compliance with third party coverage.
• Ensures caller’s needs are met and accurate information is obtained.
• Ensures patient confidentiality and HIPAA compliance in processing all release of medical records requests.

ADDITIONAL DUTIES

• Reviews scanned records and documents for accuracy and proper placement within Electronic Health Record.
• Reads all TWU Announcements and relevant communications relating to job duties.
• Completes mandated training and cash handling testing on an annual basis successfully.
• 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 and at close of business day. 
• Disposes of printed patient information properly, 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.
• Performs other duties as requested.

EDUCATION 

High school diploma or equivalent required.  

EXPERIENCE

Two years’ experience with strong proven customer service skills and/or clerical experience. Experience in a medical office environment is preferred.

REQUIREMENT

Regular and reliable attendance at the University during regular scheduled days and work hours is an essential function of this position.  

All employees share the responsibility of maintaining information security and privacy requirements within the university by adhering to Federal and State regulations, and TWU Policies & Procedures.

KNOWLEDGE, SKILLS, AND ABI