Patient Services Specialist I - Alvin Primary & Specialty Clinic

UTMB Health•Alvin, TX

1d•Onsite

About The Position

The Patient Services Specialist I creates a positive patient experience by exceeding expectations in customer service and patient care. The role coordinates clerical and medical activities of a healthcare team, handles patient registration, and facilitates access to UTMB services for new and returning patients. The position provides professional and knowledgeable support to patients, physicians, referral sources, and the treatment team. It handles calls and telephone encounters, documents and triages patient needs, protects confidential information, addresses concerns, and coordinates with other departments. Duties also include scheduling appointments, coordinating financial counseling, explaining billing and coverage information, providing cost estimates, collecting payments, preparing patients and paperwork for visits, verifying eligibility and insurance, and completing patient disposition within required timelines. This is a full-time, on-site position at Alvin Primary & Specialty Clinic. The regular schedule is Monday through Friday, 8:00 AM to 5:00 PM, with occasional weekend shifts from 9:00 AM to 9:00 PM possible based on departmental needs. Salary is commensurate with experience.

Requirements

Associate’s degree and no experience; an equivalent combination of relevant education and experience may be considered.
For departments reporting under Health System Ambulatory Operations, obtain a valid Basic Life Support (BLS) certification within 90 days of hire and maintain it throughout employment in the position.
Proficiency using a PC, including experience with Excel, Word, and database management packages.
Analytical ability and ability to collect and trend data.
Knowledge of patient care and patient problems.
Excellent human relations, written communication, and oral communication skills.
Ability to problem-solve.

Responsibilities

Provide high-level customer service to internal and external customers, including patients, physicians, referral sources, and the treatment team.
Answer calls accurately, identify and meet callers’ needs, document and triage calls appropriately, and complete telephone encounters when appropriate.
Act as a patient advocate and liaison with other departments; address patient concerns, provide service recovery, and escalate issues as needed.
Maintain confidentiality of patient and clinical information across email, computer, fax, and mail.
Schedule appointments according to clinical entity policies, complete appointment reminder calls, and obtain follow-up, referral, and ancillary-service appointments at the time of service.
Coordinate financial counseling for day surgery and explain billing processes, financial responsibilities, and third-party benefits to patients or responsible parties.
Provide out-of-pocket cost estimates and counsel patients about unpaid bills.
Arrive patients and prepare paperwork or charts for visits.
Receipt collected monies appropriately, distribute tokens, and authorize deferments.
Verify patient eligibility, pre-register patients, and obtain demographic and third-party coverage information at every encounter.
Obtain and document information required for third-party reimbursement and ensure compliance with Medicare and third-party coverage requirements.
Communicate access or authorization obstacles to patients, referral sources, UTMB physicians, and clinical staff.
Disposition each patient within the designated timeline and adhere to departmental internal controls.
Complete annual competency-based training and testing, review relevant announcements and communications, and prioritize work accurately and efficiently.
Secure offices and files containing money or confidential information, properly dispose of printed patient information, log off computers, and keep passwords confidential.
Participate in team meetings and activities and support team and departmental goals.
Perform related duties as required.