Patient Services Specialist I - Lake Jackson Primary Care (Part-Time)

UTMB Health•Angleton, 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 of a healthcare team, manages patient registration, and facilitates access to UTMB services for new and returning patients. The position serves patients, physicians, referral sources, and treatment teams through customer service, telephone support, appointment scheduling, patient arrival and registration, and patient disposition. It also supports financial counseling and billing-related communication, protects patient confidentiality, follows departmental controls and procedures, and completes required training and competencies.

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, with experience in Excel, Word, and database management packages.
Analytical ability, including collecting and trending data.
Knowledge of patient care and patient problems.
Excellent human relations and written and oral communication skills.
Ability to problem-solve.

Responsibilities

Provide professional, knowledgeable customer service to internal and external customers, including patients, physicians, referral sources, and the treatment team.
Answer calls, gather accurate information, document and triage calls appropriately, complete telephone encounter processes when appropriate, and address callers’ needs.
Act as a patient advocate and liaison with other departments; resolve concerns through service recovery and escalate issues as needed.
Maintain confidentiality of patient and clinical information accessed through email, computer, fax, or mail.
Schedule appointments according to clinical entity policies; coordinate financial counseling for day surgery and make reminder calls.
Explain billing processes, third-party benefits, and potential financial responsibilities; provide out-of-pocket cost estimates and counsel patients about unpaid bills.
Arrange future clinic follow-up, referral, and ancillary-service appointments at the time of service.
Arrive patients and prepare paperwork or charts for visits; receipt collected money, 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 requirements.
Communicate access or authorization obstacles to patients, referral sources, UTMB physicians, and clinical staff.
Complete patient disposition within the designated timeline and adhere to departmental internal controls.
Read relevant OSA announcements and communications; complete annual competency-based training and testing.
Prioritize and complete work accurately, effectively, and efficiently; secure money and confidential files, properly dispose of printed patient information, log off computers, 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.