UTMB Health League City, TX, USA
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.
Sep 23, 2019