Patient Services Specialist Supervisor - UHC 4th Floor Medicine Specialties (Galveston)

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 Patient Services Specialist experience and/or supervisory/leadership experience in a healthcare setting preferred.
• Demonstrated leadership skills, including the ability to coach, mentor, and hold staff accountable.
• Working knowledge of commercial insurance, Medicare, Medicaid, referrals, authorizations, and payer requirements.
• Experience with patient registration, scheduling, and revenue cycle processes.

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