Patient Services Specialist- Contact Center

Extended Job Title
Patient Services Specialist- Contact Center

Org Level 1
Texas Tech Unv Hlth Sci Ctr El Paso

Position Description
This position is responsible for assuring smooth operation of the clinic patient flow. Employees serve as primary contacts for patients and are 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.

Requisition ID
22655BR

Travel Required
None

Major/Essential Functions

• Answers and handles contact center appointment calls appropriately according to department procedures and guidelines.
• Answers and handles contact center medical concern calls timely and appropriately according to department procedures and guidelines.
• Answers and handles contact center prescription refill calls and routes timely and appropriately according to department procedures and guidelines.
• Answers and handles billing contact center calls appropriately according to department procedures and guidelines from new, existing, and prospective patients in regards to insurance and copay inquiries. Answers and handles contact center calls appropriately according to department procedures and guidelines new, existing, and prospective patients, regarding a variety of other inquiries not specified in the first 3 IVR options.
• Outbound calls to patients as needed or required by department.
• Performs other duties as assigned.
• Ability to speak effectively with customers and build rapport while providing exceptional customer service.
• Communicates effectively, both orally and in writing.
• Excellent customer service and interpersonal skills.
• Ability to devote full attention to patients and medical professionals alike.
• Ability to remain calm, even under the most stressful of situations.
• Ability to follow direction effectively.
• Ability to work as part of a team.
• Strong grammatical and data entry skills.
• Strong organizational, time management, problem solving and multitasking skills.
• Ability to operate call center applications and equipment, computer, fax machine, calculator, printer, scanner, copy machine, etc...

Grant Funded?
No

Minimum Hire Rate
12.42

Pay Basis
Hourly

Schedule Details
Monday- Friday 8:00 am-5:00 pm

Work Location
El Paso

Preferred Qualifications

• 1 year experience in medical setting.
• Knowledge of patient service principles and practices.
• Knowledge of administration and clerical processes.
• Call Center Experience.
• Bilingual- English/Spanish

Campus
HSC - El Paso

Department
Transmountain Practice Admin Elp

Required Attachments
Resume / CV, Transcript

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 on the Human Resources webpage.

Job Group
Information and Records Clerks

Shift
Day

EEO Statement
As an EEO/AA employer, the Texas Tech University System and its components will not discriminate in our employment practices based on an applicants race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information or status as a protected veteran.

Required Qualifications
Education: A minimum of a high school diploma or equivalent.

Experience: One (1) year of customer service, office or related experience required. Additional education may substitute for the experience requirement.

Does this position work in a research laboratory?
No

Navy Enlisted Classification Code
YN, HM

Air Force Specialty Code
3A1X1, 4A0X1

Marine Military Occupational Specialty Code
0111