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

Education & Experience Associate degree and no experience. An equivalent combination of education and experience relevant to the role may be considered for this position.

PSS I

Minimum Qualifications 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 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 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. Arrival Arrives patients and prepares paperwork/chart for visit. Appropriately receipts all monies collected, tokens distributed, and deferments authorized. Registration 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. Disposition Fully dispositions each patient within the designated timeline. Adheres to internal controls established for department. Knowledge, Skills, and 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.

PSS II

Education & Experience Minimum Qualifications Associate 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. Licenses, 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 employment in this position. 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. Location United States - Texas - Galveston Work Locations 0596 - John Sealy Annex Position Clerical & Administrative Support Shift Standard Employee Status Non-Manager Job Level Day Shift #J-18808-Ljbffr The University of Texas Medical Branch