Patient Services Specialist I - League City ENT

UTMB Health•League City, TX

3d•Onsite

About The Position

The Patient Services Specialist I creates a positive patient experience by providing excellent customer service, coordinating clerical and medical activities for a healthcare team, handling patient registration, and facilitating access to UTMB services for new and returning patients. The position floats among ENT clinics in Clear Lake, League City, Texas City, and Galveston on a rotating basis. The specialist interacts with patients, physicians, referral sources, and treatment teams; answers and documents calls; advocates for patients; protects confidential information; and addresses concerns or escalates issues as needed. The role also schedules appointments, coordinates financial counseling for day surgery, makes appointment reminder calls, explains billing and financial responsibilities, provides out-of-pocket estimates, and arranges follow-up appointments and referrals. Responsibilities include patient arrival and paperwork preparation, receipt of payments and distribution of tokens, and verifying eligibility and insurance coverage at each encounter. The specialist obtains and documents information required for third-party reimbursement, helps resolve access or authorization obstacles, and dispositions each patient within the designated timeline. The position requires accurate and efficient work, completion of annual competency-based training and testing, participation in team activities, and adherence to department controls and confidentiality practices. The work is performed in standard hospital, clinical, and/or office environments 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 throughout employment in the position.
Proficiency using a PC, including experience with 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 professional, knowledgeable, and high-quality customer service to internal and external customers, including patients, physicians, referral sources, and treatment teams.
Answer calls, ensure caller needs are met, obtain accurate information, document and triage calls appropriately, and complete telephone encounter processes when appropriate.
Advocate for patients and liaise with departments to meet shared goals; address patient 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, coordinate financial counseling for day surgery, and make appointment reminder calls.
Explain billing processes, third-party benefits, and potential financial responsibilities; 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 and charts for visits; receipt monies collected, distribute tokens, and authorize deferments appropriately.
Verify eligibility, ensure coverage, and pre-register patients by obtaining demographic and third-party coverage information at every encounter.
Obtain and document information required for third-party reimbursement and comply 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, 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.