Patient Services Specialist I - Labor & Delivery (Galveston)

UTMB Health•Galveston, 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 for a healthcare team, handles patient registration activities, and facilitates access to UTMB services for new and returning patients. The position supports patients and clinical teams across customer service, appointment scheduling, patient arrival, registration, and disposition. It also requires protecting confidential patient information, following departmental internal controls, completing annual competency-based training and testing, and contributing to team activities.

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 for the duration of employment.
Proficiency using a PC, with experience in 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, knowledgeable, and 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 liaise with departments to meet shared goals.
Maintain patient confidentiality when accessing or communicating clinical information by email, computer, fax, or mail.
Address patient concerns, provide service recovery, and escalate issues as needed.
Apply clinical entity policies when scheduling appointments, 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 cost 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 or charts for visits.
Receipt collected monies, 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.
Communicate access or authorization obstacles to patients, referral sources, UTMB physicians, and clinical staff.
Disposition each patient within the designated timeline and adhere to departmental internal controls.
Read relevant OSA announcements and communications, complete annual competency-based training and testing, and prioritize work accurately and efficiently.
Secure offices and confidential files when away from the workstation; 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.