Patient Services Specialist I - CLC Pulmonary Clinic

University of Texas Medical Branch (UTMB)•Webster, TX

1d•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. Work takes place in standard hospital, clinical, and/or office environments using standard office equipment. The position is on-site, Monday through Friday, with variable shifts between 7:30 AM and 5:30–6:00 PM, including opening and closing shifts as needed. There are no evening or weekend requirements. Flexibility is required to provide coverage at other clinics within the same building based on departmental needs. Actual salary is commensurate with experience. The specialist provides courteous and knowledgeable service to patients, physicians, referral sources, and the treatment team; handles, documents, and appropriately triages calls; advocates for patients; protects confidential information; addresses concerns and escalates issues as needed. The role also schedules appointments, coordinates financial counseling for day surgery, makes appointment reminder calls, explains billing and financial responsibilities, provides out-of-pocket estimates, counsels patients about unpaid bills, and arranges follow-up appointments and services. The specialist arrives patients and prepares paperwork or charts, handles receipts and related transactions, verifies eligibility and pre-registers patients, obtains and documents information needed for third-party reimbursement, and ensures compliance with Medicare and third-party coverage. The role communicates access or authorization obstacles to patients and relevant referral and clinical contacts, completes patient disposition within designated timelines, and follows departmental controls and procedures. Related duties include completing annual competency training, participating in team activities, securing confidential information, and accurately and efficiently completing work.

Requirements

Associate’s degree and no experience, or an equivalent combination of relevant education and experience.
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 human relations and written and oral communication skills.
Ability to problem-solve.
Flexibility to work variable shifts, including opening and closing shifts as needed, and provide coverage at other clinics within the same building based on departmental needs.

Nice To Haves

Bilingual in English and Spanish.

Responsibilities

Provide high-level customer service to internal and external customers, including patients, physicians, referral sources, and the treatment team.
Answer calls accurately, identify and meet callers’ needs, obtain accurate information, document and triage calls appropriately, and complete telephone encounters when appropriate.
Act as a patient advocate and liaison with other departments; address patient concerns, provide service recovery, and escalate issues as needed.
Maintain patient confidentiality when accessing or handling clinical information through email, computer, fax, and mail.
Schedule appointments in accordance with clinical entity policies and coordinate financial counseling for day surgery.
Make appointment reminder calls and explain billing processes, financial responsibilities, and third-party benefits information to patients or responsible parties.
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 or charts for visits.
Properly receipt collected monies, distribute tokens, and authorize deferments.
Verify eligibility and pre-register patients by obtaining 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.
Complete patient disposition within the designated timeline and adhere to departmental internal controls.
Complete competency-based training and testing annually and read relevant announcements and communications.
Prioritize and complete work accurately, effectively, and efficiently; secure files and office areas, 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.
Perform related duties as required.