Patient Services Specialist I - Alvin Primary & Specialty Clinic

University of Texas Medical Branch (UTMB)•Alvin, 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, performs patient registration activities, and facilitates access to UTMB services for new and returning patients. The position provides patient-facing support across customer service, scheduling, arrival, registration, and disposition. The specialist communicates with patients and clinical and administrative partners, supports billing and financial counseling processes, maintains confidentiality, and follows department controls and procedures. A valid Basic Life Support (BLS) certification must be obtained within 90 days of hire for departments reporting under Health System Ambulatory Operations and maintained throughout employment. This is a full-time, on-site position, normally Monday through Friday, 8:00 AM to 5:00 PM. Occasional weekend shifts from 9:00 AM to 9:00 PM may be required based on departmental needs. Salary is commensurate with experience.

Requirements

Associate’s degree and no experience; an equivalent combination of education and experience relevant to the role may be considered.
For departments reporting under Health System Ambulatory Operations, obtain a valid 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 and 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 high-level customer service to internal and external customers, including patients, physicians, referral sources, and the treatment team.
Answer calls accurately, identify and meet caller needs, document and triage calls appropriately, and complete telephone encounter processes when appropriate.
Act as a patient advocate and liaison with departments, address patient concerns, provide service recovery, and escalate issues as needed.
Protect patient confidentiality when accessing or handling clinical information 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, provide out-of-pocket cost estimates, and counsel patients about unpaid bills.
Obtain future clinic, referral, and ancillary-service appointments at the time of service.
Arrive patients and prepare paperwork and 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 at each 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.
Disposition each patient within the designated timeline and adhere to department internal controls.
Complete competency-based training and testing annually, read relevant 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 leaving 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.