Patient Services Specialist I - Sleep Lab (Webster)

Patient Services Specialist I

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.

Bachelor's Degree and no experience or High School or equivalent and 2 years customer service and/or clerical experience.

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 patients about unpaid bills.
• Obtains future appointments at time of service for clinic follow-up, referrals, and ancillary services.

Salary: Salary commensurate with experience

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 VEVRAA Federal Contractor, UTMB Health takes affirmative action to hire and advance women, minorities, protected veterans and individuals with disabilities.