36252BR

　　Extended Job Title:

　　Patient Services Specialist (Contact Center/Alberta)

　　Org Level 1:

　　Texas Tech Unv Hlth Sci Ctr El Paso

　　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:

　　36252BR

　　Travel Required:

　　None

　　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

　　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?:

　　No

　　Minimum Hire Rate:

　　Compensation is commensurate upon the qualifications

　　Pay Basis:

　　Hourly

　　Schedule Details:

　　Monday- Friday 8:00 am-5:00 pm

　　Work Location:

　　El Paso

　　Preferred 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 Paso

　　Department:

　　Contact Center 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 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?:

　　No

　　Navy Enlisted Classification Code:

　　YN, HM

　　Air Force Specialty Code:

　　3A1X1, 4A0X1

　　Marine Military Occupational Specialty Code:

　　0111

　　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