Patient Services Specialist I - Clear Lake Pediatric ENT

University of Texas Medical Branch (UTMB)•Galveston, TX

4d•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 for a healthcare team, handles patient registration, and facilitates access to UTMB services for new and returning patients. The position floats among ENT clinics in Clear Lake, League City, Texas City, and Galveston on a rotating basis. The specialist serves patients, physicians, referral sources, and treatment teams through professional communication, call handling and triage, advocacy, confidentiality, and service recovery. The role schedules appointments, coordinates financial counseling for day surgery, communicates billing and out-of-pocket cost information, and supports follow-up and ancillary-service scheduling. The specialist also handles patient arrival and paperwork, receipts payments and other authorized transactions, verifies eligibility and coverage, obtains information needed for third-party reimbursement, and completes patient disposition within designated timelines. The position follows departmental controls and procedures, completes annual competency training and testing, protects confidential information, and participates in team activities. The position requires an associate’s degree with no experience; an equivalent combination of relevant education and experience may be considered. For departments reporting under Health System Ambulatory Operations, valid Basic Life Support (BLS) certification must be obtained within 90 days of hire and maintained throughout employment. Salary is commensurate with experience. The schedule is Monday through Friday, with no weekends or holidays required.

Requirements

Associate’s degree and no experience; an equivalent combination of education and experience relevant to the role may be considered.
For departments reporting under Health System Ambulatory Operations, obtain valid Basic Life Support (BLS) certification within 90 days of hire and maintain it for the duration of employment.
Proficiency using a personal computer, 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 and written and oral communication skills.
Ability to problem-solve.

Responsibilities

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