Patient Services Specialist - Access Center

Extended Job Title

Patient Services Specialist - Access Center

Position Description

This position is responsible for ensuring the smooth operation of the clinic patient flow and serving as the primary contact for patients. Responsible for scheduling appointments, preparing necessary paperwork before the patient visits, receiving patients, and maintaining records. In addition, this position is responsible for processing charges for clinic services, filing insurance claims, responding to requests for information from patients and insurance companies and maintaining related information for the department. Employees may have cash-handling responsibilities.

Requisition ID

44163BR

Travel Required

Up to 25%

Pay Grade Maximum

19.50

Major/Essential Functions

• Managing large amounts of inbound and outbound calls in a timely manner.
• Agents manage incoming calls, emails, or chats by greeting customers in a friendly and professional manner.
• Direct calls to appropriate departments (as needed) using advanced call routing systems.
• Guide caller through appointment scheduling and resolve appointment questions.
• Discuss outstanding balances and guide through payment plan. Transfer to Business Office if unable to create payment plan due to patient financial hardship.
• Identifying patient needs, clarify information, research every issue and provide solutions. D-escalating complaints, and updating account information.
• Deliver accurate details about services offered, clinic hours, appointments, and policies.
• Log interactions, updating patient records in Electronic Medical Record, and completing call reports.
• Contact patients for appointment confirmation, or appointment cancelations needing to be rescheduled.
• Manage incoming faxes. Direct to appropriate workqueue (WQ).
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that patients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry patients, as needed.
• Building lasting relationships with patients, supervisors and other call center team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service.
• Take part in training and other learning opportunities to expand knowledge of organization, clinics and position.
• Adhering to all company policies and procedures.
• Other duties as assigned.

Grant Funded?

No

Pay Grade Minimum

15

Pay Basis

Hourly

Work Location

Lubbock

Preferred Qualifications

• Experience in a clinical setting
• Experience in a call center
• Basic computer skills
• Experience with the EHR, Epic

Department

SOM Admin Call Center Lbk

Required Attachments

Resume / CV

Job Type

Full Time

Pay Statement

Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as the institutional pay plan. For additional information, please reference the institutional pay plan website at https://app4.ttuhsc.edu/payplan.

Shift

Day

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information or status as a protected veteran.

Required Qualifications

A High School diploma or GED. 1-year Customer Service, office, or related experience. Additional education may substitute for the experience requirement.

Does this position work in a research laboratory?

No