Patient Services Specialist (Contact Center/Alberta)

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Patient Services Specialist (Contact Center/Alberta)

Position Description

This position is responsible for assuring smooth operation of the contact center patient call flow. Employees serve as primary contacts for patients over the telephone and are responsible for scheduling appointments for various clinical services, maintaining records, resolving service or clinical issues by clarifying the patient’s complaint, determining the cause of the problem; selecting and explaining the best solution to solve the problem according to each clinical departmental procedures and guidelines. This is a call center, metric based performance driven environment. Employees do not have cash handling responsibilities.

Requisition ID

34178BR

Work Location

El Paso

Org Level 1

Texas Tech Unv Hlth Sci Ctr El Paso

Campus

HSC - El Paso

Department

Contact Center Elp

Major/Essential Functions

Answers and handles contact center appointment calls appropriately according to department procedures and guidelines.
Answers and handles all other contact center calls appropriately according to department procedures and guidelines for new, existing, and prospective patients regarding a variety of other inquiries not specified in the first 3 IVR options.
Answers and handles contact center prescription refill calls and routes timely and 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 billing contact center calls appropriately according to department procedures and guidelines from new, existing, and prospective patients in regards to insurance pre authorizations and copay inquiries.
Outbound calls to patients as needed or required by department.
Performs other duties as assigned.

Required Qualifications

A minimum of a high school diploma or equivalent.
One (1) year of customer service, office or related experience required.
Additional education may substitute for the experience requirement.

Preferred Qualifications

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

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 applicant’s race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information or status as a protected veteran.

Jeanne Clery Act

The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act is a federal statute requiring colleges and universities participating in federal financial aid programs to maintain and disclose campus crime statistics and security information. By October 1 of each year, institutions must publish and distribute their Annual Campus Security Policy & Crime Statistics Report (ASR) to current and prospective students and employees. You can locate this report through our website at: https://www.ttuhsc.edu/emergency/clery-report.aspx.

Does this position work in a research laboratory?

No

Required Attachments

Cover Letter, Resume / CV

Optional Attachments

Transcript

Job Type

Full Time

Pay Basis

Hourly

Minimum Hire Rate

Compensation is commensurate upon the qualifications

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.

Travel Required

Up to 25%

Shift

Other

Schedule Details

Varies

Grant Funded?

No

Job Group

Information and Records Clerks

Air Force Specialty Code

3A1X1, 4A0X1

Marine Military Occupational Specialty Code

0111

Navy Enlisted Classification Code

YN, HM

Job Expires

07/14/2023