Patient Services Specialist I - Primary Care (League City)

UTMB Health•League City, TX

5d•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 of a healthcare team, handles patient registration, and facilitates access to UTMB services for new and returning patients. The position provides professional service to patients, physicians, referral sources, and treatment teams; answers, documents, and appropriately triages calls; protects confidential information; addresses concerns and escalates issues as needed. It schedules appointments, makes reminders, coordinates financial counseling for day surgery, explains billing and financial responsibilities, provides out-of-pocket cost estimates, and helps patients with unpaid bills and follow-up appointments. The specialist arrives patients and prepares paperwork or charts, receipts collected monies and documents, verifies eligibility and coverage, pre-registers patients, and obtains information needed for third-party reimbursement. The role communicates access or authorization obstacles and completes patient disposition within designated timelines. It also completes required training, handles work accurately and efficiently, secures money and confidential files, and participates in team activities. This is an on-site, full-time position, Monday through Friday, 7:00 a.m. to 5:30 p.m., with rotating early and late shifts. The work takes place in standard hospital, clinical, and/or office environments using standard office equipment. 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 human relations and written and oral communication skills.
Ability to problem-solve.

Responsibilities

Provide professional, high-level customer service to internal and external customers, including patients, physicians, referral sources, and the treatment team.
Answer calls accurately, ensure caller needs are met, document and triage calls appropriately, and complete telephone encounter processes when appropriate.
Advocate for patients and liaise with departments to meet shared goals; address concerns, provide service recovery, and escalate issues as needed.
Maintain confidentiality of patient and clinical information across email, computer, fax, and mail.
Schedule appointments according to clinical entity policies and complete reminder calls.
Coordinate financial counseling for day surgery; explain billing processes, financial responsibilities, and third-party benefits; 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.
Accurately receipt collected monies, distribute tokens, and authorize deferments as applicable.
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.
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 annual competency-based training and testing, read relevant announcements and communications, and prioritize and complete work accurately and efficiently.
Secure office files and money, properly dispose of printed patient information, log off computers when leaving the workstation, and keep passwords confidential.
Participate in team meetings and activities and support team and department goals.
Perform related duties as required.