Patient Services Specialist I - CMC - Clear Lake Center **Webster, Texas, United States** **New** Medical Administrative UTMB Health Requisition # 2504179 **Description - External** The mission of Correctional Managed Care is to address the healthcare needs of underserved patient populations within the Texas Department of Criminal Justice and the Texas Juvenile Justice Department. **_JOB SUMMARY:_** 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. + Completes reminder calls to patients for scheduled appointments. + Obtains future appointments at time of service for clinic follow-up, referrals, and ancillary services. REGISTRATION: + Verifies, ensures eligibility, and pre-registers patients by obtaining patient demographics and third party coverage(s) at every encounter _._ + 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 and reporting structures established for department. + Performs related duties as required. **_EQUIPMENT:_** Standard office equipment. **_WORK LOCATION/ENVIRONMENT:_** **Work location to be determined based on final selection.** Standard office environment. Security clearance is required; pre-employment drug testing is also required. **Qualifications - External** **_REQUIRED EDUCATION/EXPERIENCE_** **:** + Bachelor's degree and no experience. Or + High school diploma, or equivalent, and two (2) years customer service and/or clerical experience. Salary is commensurate with years of relevant work 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 Federal Contractor, UTMB Health takes affirmative action to hire and advance protected veterans and individuals with disabilities._ **Internal Description** **Description - Internal** The mission of Correctional Managed Care is to address the healthcare needs of underserved patient populations within the Texas Department of Criminal Justice and the Texas Juvenile Justice Department. **_JOB SUMMARY:_** 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. + Completes reminder calls to patients for scheduled appointments. + Obtains future appointments at time of service for clinic follow-up, referrals, and ancillary services. REGISTRATION: + Verifies, ensures eligibility, and pre-registers patients by obtaining patient demographics and third party coverage(s) at every encounter _._ + 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 and reporting structures established for department. + Performs related duties as required. **_EQUIPMENT:_** Standard office equipment. **_WORK LOCATION/ENVIRONMENT:_** **Work location to be determined based on final selection.** Standard office environment. Security clearance is required; pre-employment drug testing is also required. **Qualifications - Internal** **_REQUIRED EDUCATION/EXPERIENCE_** **:** + Bachelor's degree and no experience. Or + High school diploma, or equivalent, and two (2) years customer service and/or clerical experience. Salary is commensurate with years of relevant work 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 Federal Contractor, UTMB Health takes affirmative action to hire and advance protected veterans and individuals with disabilities._ **_REQUIRED EDUCATION/EXPERIENCE_** **:** + Bachelor's degree and no experience. Or + High school diploma, or equivalent, and two (2) years customer service and/or clerical experience. Salary is commensurate with years of relevant work 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 Federal Contractor, UTMB Health takes affirmative action to hire and advance protected veterans and individuals with disabilities._ Compensation