Patient Services Specialist I - Alvin Primary & Specialty Clinic

UTMB Health•Texas City, TX

2d•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 provides professional, knowledgeable service to patients, physicians, referral sources, and treatment teams. It supports appointment scheduling, patient arrival and registration, financial counseling coordination, eligibility and coverage verification, and patient disposition. The role also protects patient confidentiality, addresses concerns, and communicates barriers to access or authorization to relevant parties. The position is based in a standard hospital, clinical, and/or office environment and uses standard office equipment. It is on-site, Monday through Friday, with hours that can vary from 7:30 a.m. to 5:00 p.m. Actual 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 for the duration of employment.
Proficiency using a PC, with experience in 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.

Nice To Haves

Bilingual in English and Spanish.

Responsibilities

Provide high-level customer service and professional interactions with internal and external customers, including patients, physicians, referral sources, and treatment teams.
Answer calls accurately, identify and meet callers’ needs, obtain accurate information, document and triage calls appropriately, and complete telephone encounter processes 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 accessed through email, computer, fax, and mail.
Schedule appointments according to clinical entity policies, coordinate financial counseling for day surgery, and make appointment reminder calls.
Educate patients or responsible parties about billing and financial responsibilities, including third-party benefits; provide out-of-pocket cost estimates and counsel patients about unpaid bills.
Arrange future clinic follow-up appointments, referrals, and ancillary services at the time of service.
Arrive patients and prepare paperwork and charts for visits.
Receipt collected monies, distribute tokens, and authorize deferments appropriately.
Verify eligibility, pre-register patients, and obtain patient demographics and third-party coverage at every encounter.
Obtain and document information required for third-party reimbursement and ensure compliance with Medicare and third-party coverage.
Communicate barriers to access or authorization to patients, referral sources, UTMB physicians, and clinical staff.
Disposition each patient within the designated timeline and adhere to departmental internal controls.
Read relevant OSA announcements and communications, complete annual competency-based training and testing, and prioritize work accurately and efficiently.
Secure files containing money or confidential information, properly dispose of printed patient information, 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.