Patient Services Specialist (Patient Call Center/Transmountain)

38289BRExtended Job Title:Patient Services Specialist (Patient Call Center/Transmountain)Org Level 1:Texas Tech Unv Hlth Sci Ctr El PasoPosition 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:38289BRTravel Required:NoneMajor/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

Adhere to all TTUHSCEP policies, procedures and processes

Personally demonstrate, display, and act in accordance with TTUHSCEP values (Service, Respect, Accountability, Integrity, Advancement, and Teamwork)

Grant Funded?:NoMinimum Hire Rate:Compensation is commensurate upon the qualificationsPay Basis:HourlySchedule Details:Monday- Friday 8:00 am-5:00 pmWork Location:El PasoPreferred Qualifications:

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.

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 PasoDepartment:Patient Call CenterRequired Attachments:Resume / CV, TranscriptJob Type:Full TimePay 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 ClerksShift:DayEEO 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.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?:NoNavy Enlisted Classification Code:YN, HMAir Force Specialty Code:3A1X1, 4A0X1Marine Military Occupational Specialty Code:0111Jeanne 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