Patient Services Specialist II - LCC Echo Lab **League City, Texas, United States** **New** Patient Care UTMB Health Requisition # 2503208 **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** 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. **JOB SUMMARY** The Patient Services Specialist II has advanced Patient Services Specialist skills and is proficient 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** **LEAD RESPONSIBILITES:** • Ability to function as a team leader. • Provides peer guidance and leadership. • Able to effectively triage problems. • Understand clinic flow to maximize clinic usage to meet patient needs. **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. **Marginal or Periodic Functions:** • Performs related duties as required. • Adheres to internal controls established for department. • Reads all OSA Announcements and relevant communications relating to job duties. • Successfully completes competency-based training and testing on an annual basis. • Prioritizes and completes all work in an accurate, effective, and efficient manner. • Locks office and secures files containing money or confidential information when away from workstation. • Properly disposes of printed patient information, logs off computer when leaving workstation and keeps passwords confidential. • Participates in team meetings/activities and supports the philosophy and goals of the team/department. **KNOWLEDGE/SKILLS/ABILITIES** Assist the individual in successfully performing the role • 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