Patient Services Specialist I - High Risk OB Galveston

UTMB Health•Galveston, TX

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, performs patient registration activities, and facilitates access to UTMB services for new and returning patients. The position requires an 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, a valid Basic Life Support (BLS) certification must be obtained within 90 days of hire and maintained throughout employment. The role is performed in a standard hospital, clinical, and/or office environment using standard office equipment. 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.
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 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, establish caller 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, complete appointment reminder calls, and coordinate financial counseling for day surgery.
Educate patients or responsible parties about billing processes, financial responsibilities, third-party benefits, out-of-pocket cost estimates, and unpaid bills.
Obtain future appointments at the time of service for clinic follow-up, referrals, and ancillary services.
Arrive patients and prepare paperwork or 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 needed 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.
Disposition each patient within the designated timeline and adhere to departmental internal controls.
Complete required competency-based training and testing annually, read relevant announcements and communications, and prioritize and complete work accurately and efficiently.
Secure files and money, properly dispose of printed patient information, log off the computer when away from the workstation, and keep passwords confidential.
Participate in team meetings and activities and support team and department goals.