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Position Information

Posting NumberSRGV7924

Working TitlePATIENT SERVICES REPRESENTATIVE I

Number of Vacancies1

LocationEdinburg, Texas

DepartmentSchool of Medicine / Primary and Community Care ISU

FTE1.0

FLSANon-Exempt

Scope of Job

Responsible for greeting and registering patients in a caring and warm manner, handle in-coming patient telephone calls, scheduling appointments, handling patient queries, collecting and obtaining accurate insurance information, and time of service collections as required.

Description of Duties

• Acts as the first point of contact for patients in the clinical setting and provides high-level customer service consistently to both internal and external customers, while upholding UT Health RGV’s mission, values, and promoting service lines.

• Accurately and completely registers patients by obtaining patient demographic information, while maintaining patient confidentiality in according with HIPAA guidelines.

• Responsible for scheduling, rescheduling, and cancelling all patient appointments as needed and when appropriate to maximize patient flow and clinic efficiency.

• Responsible for answering incoming calls in a professional, timely manner, ensuring caller’s needs are met and accurate information is relayed and obtained.

• Completes reminder calls as needed; greets incoming patients and visitors in person or on the telephone and promotes active listenings responsively to patient concerns or complaints and provides or seeks appropriate remedies while promoting quality care.

• Check’s in and check’s out patients through the appropriate appointment workflows, including verifying patient insurance eligibility, scanning all necessary identification into the EMR system, and ensuring completion and accuracy of patient registration forms.

• Performs all necessary daily check-in and checkout tasks as required for reconciliation purposes, including next day preparation of charts, deposit reconciliation, and charge entry.

• Maintains patient confidentiality regarding access to patient and other clinical information via email, computer, fax, and mail.

• Verifies patient insurance eligibility and benefits through various payers, including commercial insurances, Medicaid, and Medicare.

• Obtains the necessary prior authorizations, referrals, and other insurance documentation needed for all visits as required by the insurance carrier.

• Performs all Time-of-Service collections including collecting copays, deductibles, and outstanding balances due on the account.

• Educates the patient/responsible parties regarding billing processes, financial responsibilities, third party benefit information and, provides estimates of out-of-pocket costs to patients.

• Establishes payment plans for outstanding balances and prepayment plans for future services; refers patients to Financial Counselors and screens for charity programs when appropriate.

• Answers frequently asked questions regarding clinic services and appointment related information and is seen as a source of knowledge to both internal and external customers and knows when to escalate questions and concerns.

• Demonstrates respectful, courteous, professional, and appropriate behavior that represents the core values of UT Health RGV and supports the image, mission, and goals of the clinical enterprise.

• May be required to provide coverage at various clinical sites as needed.

• Performs other administrative duties as assigned.

Supervision Received

General supervision from assigned supervisor.

Supervision Given

May supervise assigned support staff.

Required Education

High School Diploma or equivalent.

Preferred Education

Bi-lingual (English/Spanish)

Licenses/Certifications

Preferred: Completion of Medical Office Specialist certificate program or Medical Administrative Assistant or closely related.

Required Experience

Six (6) months of medical front-office, and/or receptionist experience in patient registration, scheduling, providing customer service, and/or insurance verification and eligibility experienceortwo (2) years of direct customer service.

Preferred Experience

Previous experience with insurance verification and eligibility with scheduling in a high-volume environment. Experience obtained in healthcare setting.

Equipment

Use of standard office equipment. Exceptional computer experience and skills required. Intermediate level skill in Microsoft Office Suite, and ability to navigate an EMR system.

Working Conditions

Needs to be able to successfully perform all required duties. Office/Clinical Environment; some travel and weekend work may be required. May be exposed to airborne illnesses when encountering patients. Exerting up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Must be able to sit for long periods of time. UTRGV is a distributed institution, which requires presence at multiple locations throughout the Rio Grande Valley.

Other

Tact, diplomacy, discretion, and confidentiality of medical information required in all matters.

Physical Capabilities

N/A

Employment CategoryFull-Time

Minimum SalaryCommensurate with Experience

Posted SalaryCommensurate with Experience

Position Available Date12/01/2024

Grant Funded PositionNo

If Yes, Provide Grant Expiration Date

Posting Detail Information

EEO Statement

It is the policy of The University of Texas Rio Grande Valley to promote and ensure equal employment opportunities for all individuals without regard to race, color, national origin, sex, age, religion, disability, sexual orientation, gender identity or expression, genetic information or protected veteran status. In accordance with the requirements of Title VII of the Civil Rights Act of 1964, the Title IX of the Education Amendments of 1972, Section 504 of the Rehabilitation Act of 1973, and the Americans with Disabilities Act of 1990, as amended, our University is committed to comply with all government requirements and ensures non-discrimination in its education programs and activities, including employment. We encourage women, minorities and differently abled persons to apply for employment positions of interest.

Special Instructions to Applicants

Dear Applicant,

Human Resources will not be held responsible for redacting any confidential information from the documents you attach with your application. The confidential information includes the following:

Date of Birth

Gender

*Ethnicity/Race

Please make sure that you omit this information prior to submission. We are advising that Human Resources will be forwarding your application to the department as per your submission. The University of Texas Rio Grande Valley reserves the right to discontinue accepting applications prior to the stated close date of this position, after meeting the posting requirement of three (3) calendar days.

If you have any questions, please visit our Careers site at https://careers.utrgv.edu for detailed contact information.

Additional Information

UTRGV is a distributed location institution and working location is subject to change based on need.

All UTRGV employees are required to have a criminal background check ( CBC ). Incomplete applications will not be considered.

Substitutions to the above requirements must have prior approval from the VP of HR & Talent Development .

Quick Linkhttps://careers.utrgv.edu/postings/45126

Posting Supplemental Questions

Required fields are indicated with an asterisk (*).

• • Are you a current UTRGV employee?

• Yes

• No

• • Are you now, or previously, employed by The University of Texas System or any of its institutions?

• Yes - I currently am employed by the UT System or its institutions

• Yes - I have previously been employed by the UT System or its institutions

• No - I have never been employed by the UT System or its institutions

• • Please select your highest level of completed education.

• 6th grade education

• 10th grade education

• High School Diploma or GED

• Associates Degree, Technical, or Trade School Degree/Certification or 60 Hours of College Hours

• Bachelors Degree from an accredited university

• Masters Degree from an accredited university

• Ph. D. or other terminal degree from an accredited university

• None of the above

• • Please provide the field of study for your education:

(Open Ended Question)

• • Please indicate the number of years of work experience you have directly related to the position in which you are applying for:

• Less than 1 year

• 1 year

• 2 years

• 3 years

• 4 years

• 5 years

• 6 years

• 7 years

• 8 years

• 9 years

• 10 years

• Over 10 years

• • Do you meet the minimum requirements for this position?

• Yes

• No

Applicant Documents

Required Documents

• Resume

Optional Documents

• Cover Letter/Letter of Application

• Unofficial Transcripts

• Reference Letter 1

• Reference Letter 2

• Reference Letter 3

• Certifications and Licenses

• Training Certificates

• Other Document

• List of 3 References

• Unofficial Transcripts 2

• Unofficial Transcripts 3

• Letter of Interest

• Unofficial Graduate Transcripts

• Additional Document