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Job Description
Sr Patient Services Specialist (Call Center) - Student Health Services
43406BR
43406BR
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. Work is performed in usual clinic conditions and requires a high degree of direct contact with patients, staff, and insurance companies. Employees may have cash-handling responsibilities.
Major/Essential Functions- Manage 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 the caller through appointment scheduling and resolve appointment questions.
- Identify patient needs, clarify information, research every issue, and provide solutions. D-escalate complaints, and update account information.
- Deliver accurate details about services offered, clinic hours, appointments, and policies.
- Log interactions, update patient records in the Electronic Medical Record, and complete call reports.
- Contact patients for appointment confirmation or appointment cancellations needing to be rescheduled.
- Respond efficiently and accurately to callers, explain possible solutions, and ensure that patients feel supported and valued.
- Engage in active listening with callers, confirming or clarifying information and diffusing angry patients, as needed.
- Build lasting relationships with patients, supervisors, and other call center team members based on trust and reliability.
- Utilize 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 the organization, clinics, and position.
- Adhere to all company policies and procedures.
- Other duties as assigned.
Required Qualifications
High school diploma or equivalent. Three (3) years of customer service, office, or related experience, with two (2) of those years in a healthcare or dental clinic setting preferred. Additional education may substitute for the experience requirement.
To apply, please visit: https://sjobs.brassring.com/TGnewUI/Search/home/HomeWithPreLoad?partnerid=25898&siteid=5283&PageType=JobDetails&jobid=905053
All qualified applicants will be considered for employment without regard to sex, race, color, national origin, religion, age, disability, protected veteran status, or genetic information.
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.
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ABOUT THE COMPANY
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Texas Tech University Health Sciences Center
Show moreAbout Us
Nationally recognized for innovative programs, academic achievement, cutting-edge research and exceptional patient care, Texas Tech University Health Sciences Center aims to promote a greater health environment for West Texas and beyond. While our flagship campus resides proudly in Lubbock, Texas, TTUHSC operates five schools with campuses in Abilene, Amarillo, Dallas/Fort Worth, Lubbock and the Permian Basin (Midland & Odessa).
Like Texas itself, we are an independent and proud institution that is part of a larger union, the Texas Tech University System. As a university separate from Texas Tech University, we have been entrusted with a singular charge: to teach the next generation of doctors, nurses, pharmacists, researchers and health care professionals while simultaneously providing the people of West Texas with world-class patient care. We are both an institution of higher learning and a place where real people come for life-saving medical care.
Our Mission
As a comprehensive health sciences center, our mission is to enrich the lives of others by educating students to become collaborative health care professionals, providing excellent patient care, and advancing knowledge through innovative research.
Our Values & Culture
Through our values-based culture, TTUHSC is committed to cultivating an exceptional workplace community with a positive culture that puts people first. Our five values guide our actions and principles: Beyond Service, Kindhearted, Integrity, One Team, and Visionary.
Compensation & Benefits
We are proud to offer many exceptional employee benefits, including a generous compensation package with comprehensive benefits, medical and dental insurance, paid time off and substantial automatic retirement contributions. Additionally, we invest in employee success by providing many resources designed to support your personal and professional growth, including:
- Comprehensive Health Plans and Other Core Insurance
- State Retirement Programs and Pension Options
- Retiree Insurance for Lifetime Medical Benefits
- Continuing Education & Lifelong Learning Programs
- Tuition scholarships for employees and their dependents
- Leadership and Professional Development Programs
- Mental and Physical Wellness Programs
- Employee Recognition Programs and Longevity Pay
We are excited for you to consider joining our team at the Texas Tech University Health Sciences Center. Consistently ranked as a "Great College to Work For" by the Chronicle of Higher Education, TTUHSC provides so much more than just a job!
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