Patient Services Specialist I - UHC 4th Floor Medicine Specialties (Galveston)
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, supports patient registration, and facilitates access to UTMB services for new and returning patients. The position provides customer service to patients, physicians, referral sources, and treatment teams; handles and documents calls; advocates for patients; and addresses concerns or escalates issues as needed. It schedules appointments, coordinates financial counseling for day surgery, provides billing and cost information, and arranges follow-up appointments and services. The specialist also manages patient arrival and paperwork, receipts and documents payments and authorizations, verifies eligibility and coverage, pre-registers patients, and gathers information needed for third-party reimbursement. The role supports compliance with Medicare and third-party coverage requirements, communicates access or authorization obstacles, and completes patient disposition within designated timelines. The position is onsite in a standard hospital, clinical, and/or office environment, with standard office equipment. The schedule is Monday through Friday, 8:00 am to 5:00 pm. 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 throughout employment in the position.
- Proficiency using a PC, including experience with Excel, Word, and database management packages.
- Analytical ability, including the ability to collect and trend data.
- Knowledge of patient care and patient problems.
- Excellent interpersonal, written, and oral communication skills.
- Ability to problem-solve.
Nice To Haves
- Previous experience in patient scheduling.
- Previous experience working at a clinic or medical office front desk.
Responsibilities
- Provide high-level customer service to internal and external customers, including patients, physicians, referral sources, and the treatment team.
- Answer calls accurately, ensure callers' needs are met, 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, make reminder calls, and obtain follow-up appointments, referrals, and ancillary services.
- 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.
- Arrive patients and prepare paperwork or charts for visits.
- Properly receipt collected monies, distribute tokens, and authorize deferments.
- 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 requirements.
- Communicate access or authorization obstacles to patients, referral sources, UTMB physicians, and clinical staff.
- Complete disposition of 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 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 the philosophy and goals of the team or department.
- Perform related duties as required.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
