Patient Services Specialist I - Ob/Gyn, Pearland (Bilingual)

UTMB Health•Pearland, TX

11d•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, manages patient registration activities, and facilitates access to UTMB services for new and returning patients. The position is based on-site in a standard hospital, clinical, and/or office environment and is scheduled Monday through Friday, 8:00 a.m. to 5:00 p.m. 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 this position.
Proficiency with a PC and experience using Excel, Word, and database management packages.
Analytical ability and ability to collect and trend data.
Knowledge of patient care and patient problems.
Excellent interpersonal and written and oral communication skills.
Problem-solving ability.

Nice To Haves

Bilingual in English and Spanish.

Responsibilities

Provide professional, knowledgeable customer service to patients, physicians, referral sources, treatment teams, and other internal and external customers.
Answer calls accurately, identify callers’ needs, obtain accurate information, document and appropriately triage calls, 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 confidentiality of patient and clinical information communicated or accessed through email, computer, fax, and mail.
Schedule appointments according to clinical entity policies, coordinate financial counseling for day surgery, and make appointment reminder calls.
Educate patients or responsible parties about billing processes, financial responsibilities, and third-party benefits; provide out-of-pocket estimates and counsel patients about unpaid bills.
Obtain future appointments for clinic follow-up, referrals, and ancillary services at the time of service.
Arrive patients and prepare paperwork and charts for visits; receipt collected funds, distribute tokens, and authorize deferments appropriately.
Verify eligibility, pre-register patients, and obtain 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 disposition of each patient within the designated timeline and adhere to departmental internal controls.
Complete annual competency-based training and testing, read relevant OSA announcements and communications, and prioritize work accurately and efficiently.
Secure files containing money or confidential information, properly dispose of printed patient information, log off computers when away from the workstation, 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.