Part-time Patient Service Specialist - UD Health

University of Delaware Equal Employment Opportunity Statement The University of Delaware is an Equal Opportunity Employer whichencourages applications from Minority Group Members, Women,Individuals with Disabilities and Veterans. The University's Noticeof Non-Discrimination can be found at Job No: 503765 Work Type: Staff, Part-Time Location: Newark, DE Categories: Part Time, Health Services

CONTEXT OF THE JOB

The Patient Services Specialist provides high-functioningadministrative and operational support for UD Health and supportsfront- and back-office functions. The incumbent is responsible forevaluating effectiveness, identifying gaps, and recommending orimplementing process improvements to ensure efficient operationsand a high-quality patient experience. The incumbent appliesestablished policies, procedures, and guidelines to address patientservice and administrative issues, escalating complex matters asappropriate, and determines appropriate responses to inquiries frompatients, families, leadership, insurance providers, and communitypartners. The position also supports patient intake processes,including medical billing information, insurance verification, andfinancial coordination. Operating with minimal supervision, thisrole requires initiative, problem-solving, and the consistentdiscretion and independent judgment on clinic related matters. Mayrequire travel between UD Health clinic locations based on businessneeds.

MAJOR RESPONSIBILITIES

Independently determine and modify intake and schedulingframeworks to ensure equitable access, operational efficiency and regulatory alignment. Review, process, and verify financial and non-financial patientdocumentation, including processing co-pays, daily billing, reviewing patient accounts, identifying delinquent accounts, and collecting due amounts. Communicate department practices and procedures to patients and families with clarity and empathy, using active listening and supportive communication techniques. Administer and coordinate appointment scheduling utilizing EMRsystems and workflows, ensuring appropriate prioritization, compliance, and efficient utilization of resources. Communicate with staff and follow special instructions relatedto patient appointments. Input patient documentation and add correspondence into the electronic medical record. Analyze waitlist data, access trends, and schedulingbottlenecks; generate regular reports; and recommend operational adjustments. Handle highly sensitive and confidential information. FollowHIPAA privacy rights, where applicable. Evaluate non-routine or complex service access issues and determine appropriate administrative escalation or resolutionpathways. Optimize clinical workflow by managing provider schedules,analyze impact of scheduling trends on clinic productivity,implementing solutions to improve patient throughput. Assess operationalgapsrelated to front-of-office coverage and service access and recommend adjustments to administrativeworkflows or coverage models as needed. Resolve administrative and service-access issues, determine appropriate responses, and independently implement solutions;escalating only issues involving policy deviation or significantinstitutional risk. Coordinate administrative components of projects and initiatives, including scheduling, sequencing, and resource alignment, with discretion to determine appropriate administrative approaches. Perform other job-related duties as assigned.

QUALIFICATIONS

High school diploma or GED and four years of administrative, healthcare support, patient services, customer service, or related experience, or an equivalent combination of education and experience. ProficiencyinMicrosoft Windows, Microsoft Office (Access, Excel, PowerPoint, Word, Outlook) and Google Drive apps, e.g., docs, sheets, slides and forms. Experience with electronic medical records and scheduling. Effective interpersonal, oral and written communication skills. Effective organizational skills, attention to detail; ability to manage high-volume workflows. Ability to collaborate and work successfully in a team environment. Ability to ensure compliance with established policies, procedures, and regulatory requirements. Knowledgeoffederallymandatedpolicies. Ability to analyze administrative operations, identify risks orinefficiencies, and recommend or implement processimprovements. Experience in data collection, including collecting, compilingand maintaining data from multiple sources such as files, records,databases, staff or others. Ability to handle confidential information.

SPECIL REQUIREMENTS

May require schedule flexibility to support operational needs. Ability to travel to various clinic locations to support patient volume and coverage fluctuations as needed. Notice of Non-Discrimination and Equal Opportunity The University of Delaware does not discriminate against any person on the basis of race, color, national origin, sex, gender identity or expression, sexual orientation, genetic information, marital status, disability, religion, age, veteran status or any other characteristic protected by applicable law in its employment, educational programs and activities, admissions policies, and scholarship and loan programs as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VI and VII of the Civil Rights Act of 1964, and other applicable statutes and University policies. The University of Delaware also prohibits unlawful harassment including sexual harassment and sexual violence.

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