Patient Services Specialist I - Angleton Cardiology (Onsite)
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About The Position
The Patient Services Specialist I at UTMB Health plays a crucial role in creating a positive patient experience by consistently exceeding expectations in customer service and patient care. This position involves coordinating clerical and medical activities within a healthcare team, managing patient registration activities, and facilitating access to UTMB services for both new and returning patients. The specialist is expected to provide high-level customer service in all interactions with internal and external customers, ensuring that patients feel valued and supported throughout their healthcare journey. In this role, the Patient Services Specialist I will engage directly with patients, physicians, referral sources, and the treatment team, providing professional and knowledgeable interactions. Responsibilities include answering calls with exceptional customer service, documenting and triaging calls appropriately to ensure patient satisfaction and safety, and acting as a patient advocate by liaising with various departments to meet mutual goals. The specialist will also address patient concerns, provide service recovery, and escalate issues as necessary to ensure a seamless patient experience. Scheduling is another key responsibility, where the specialist will schedule appointments, complete reminder calls, and coordinate financial counseling for day surgery. Educating patients and their responsible parties about the billing process and any additional financial responsibilities, including third-party benefits information, is essential. The specialist will also provide out-of-pocket cost estimates and counsel patients regarding unpaid bills, ensuring transparency and understanding. Upon patient arrival, the specialist will prepare the necessary paperwork and charts for visits, appropriately receipt all collected monies, and manage tokens and deferments. Registration duties include verifying eligibility, pre-registering patients by obtaining demographics and third-party coverage at every encounter, and ensuring compliance with Medicare and other third-party coverage. Effective communication with patients, referral sources, and clinical staff regarding any obstacles to access or authorization is vital to this role.
