Patient Services Specialist I - Rehab Services, GAL (Outpatient Only)

• Galveston, Texas, United States
• Clerical & Administrative Support UTMB Health Requisition # 2604315

• Minimum Qualifications:

• Education & Experience
• Associate degree and no experience. An equivalent combination of education and experience relevant to the role may be considered for this position.
• License, Registrations, or Certifications
• 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:

• + Excellent customer service and/or administrative support skills + Proficiency with a personal computer + Customer service experience in a medical office environment a plus

• JOB SUMMARY

• The Patient Services Specialist I creates 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

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CUSTOMER SERVICE

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• + 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.

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SCHEDULING

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• + 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.

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ARRIVAL:

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• + Arrives patients and prepares paperwork/chart for visit. + Appropriately receipts all monies collected, tokens distributed, and deferments authorized.
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REGISTRATION

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• + 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.

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DISPOSITION

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• + Fully dispositions each patient within the designated timeline. + Adheres to internal controls established for department.

• 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.
• 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. Compensation