Patient Services Specialist II - CLC Spine Center

EDUCATION & EXPERIENCE:

Minimum Qualifications:

• Associate’s 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:

• Five (5) or more years of clerical, patient access, or customer service experience, preferably in a high-volume or complex specialty clinic environment.
• Specialty clinic experience strongly preferred.
• Bilingual (English/Spanish) preferred, but not required.

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 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.

ESSENTIAL JOB FUNCTIONS:

LEAD RESPONSIBILITIES:

• 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.

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.<