Patient Services Specialist I - Victory Lakes Surgical Specialties

UTMB Health•League City, 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 activities, 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; answers and documents calls; triages needs; and helps resolve or escalate concerns. It schedules appointments, coordinates financial counseling for day surgery, provides billing and cost information, and arranges follow-up appointments and referrals. The specialist also prepares patients and paperwork for visits, collects and receipts payments, verifies eligibility and third-party coverage, completes registration and pre-registration, and dispositions patients within required timelines. The role is based on-site in a standard hospital, clinical, and/or office environment, Monday through Friday, 8:00 a.m. to 5:00 p.m. 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 and written and oral communication skills.
Ability to problem-solve.

Nice To Haves

Previous experience working at a clinic or medical office front desk.
Basic knowledge of insurance processes.
EPIC experience.

Responsibilities

Provide high-level customer service to internal and external customers, including patients, physicians, referral sources, and treatment teams.
Answer calls accurately, obtain needed 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 or communicated through email, computer, fax, and mail.
Schedule appointments according to clinical entity policies, make appointment reminder calls, and arrange future clinic follow-ups, referrals, and ancillary services.
Coordinate financial counseling for day surgery; explain billing processes and financial responsibilities, provide out-of-pocket cost estimates, and counsel patients about unpaid bills.
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 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.
Disposition each patient within the designated timeline and adhere to departmental internal controls.
Read relevant announcements and communications, complete annual competency-based training and testing, and prioritize work accurately and efficiently.
Secure files and money, properly dispose of printed patient information, log off computers, and keep passwords confidential.
Participate in team meetings and activities and support team and department goals.