Patient Services Specialist I - Clear Lake Pediatric ENT

UTMB Health•Galveston, TX

2d•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. This position floats among ENT clinics in Clear Lake, League City, Texas City, and Galveston on a rotating basis. The work includes responding to patient and caller needs, scheduling appointments, coordinating financial counseling, preparing patients and paperwork for visits, collecting and documenting registration and insurance information, and completing patient dispositions. The specialist protects patient confidentiality, follows departmental controls and procedures, completes annual competency training, and contributes to team activities. The work environment is a standard hospital, clinical, and/or office environment using standard office equipment. The schedule is Monday through Friday, with no weekends or holidays required. 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 for the duration of 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, knowledgeable, and high-level customer service to patients, physicians, referral sources, treatment teams, and other internal and external customers.
Answer calls accurately, identify and address caller 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; address concerns, provide service recovery, and escalate issues as needed.
Maintain confidentiality of patient and clinical information 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 and financial responsibilities, including third-party benefits; provide out-of-pocket cost estimates and counsel patients about unpaid bills.
Arrange follow-up clinic appointments, referrals, and ancillary services at the time of service.
Arrive patients and prepare paperwork and charts for visits.
Receipt monies collected, 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.
Complete patient dispositions within the designated timeline and adhere to departmental internal controls.
Read relevant OSA announcements and communications, and complete annual competency-based training and testing.
Prioritize and complete work accurately, effectively, and efficiently.
Secure the office and 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 philosophy and goals of the team or department.
Perform related duties as required.