Patient Services Specialist Supervisor - Webster Psychiatry

EDUCATION & EXPERIENCE
Minimum Qualifications:
⦁    Associate 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.

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.

PREFERRED QUALIFICATIONS
⦁    Experience supporting Psychiatry or Behavioral Health outpatient clinics.
⦁    Ability to travel and provide operational support across all three clinics (John Sealy, PCP, Webster).
⦁    Flexibility to cover PSS shifts as needed due to staffing shortages or call-ins.
⦁    Strong communication skills with the ability to maintain transparency with leadership and support an open-door environment for staff.
⦁    Experience assisting with operational reporting, scheduling oversight, and patient flow metrics.
⦁    Strong problem-solving skills and ability to make independent decisions in fast-paced situations.
⦁    Knowledge of healthcare billing, insurance verification, and authorization requirements.
⦁    Strong interpersonal skills and adaptability in a multi-clinic environment.

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 patient