Patient Services Specialist I - Primary Care (Angleton)

UTMB Health•Angleton, 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 of a healthcare team, performs patient registration activities, and facilitates access to UTMB services for new and returning patients. The position works on-site in a standard hospital, clinical, and/or office environment using standard office equipment. The schedule is Monday through Friday, with hours ranging between 7:15 a.m. and 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 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 customer service to internal and external customers, including patients, physicians, referral sources, and the treatment team.
Answer calls accurately, identify callers’ needs, obtain accurate information, document and triage calls appropriately, 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 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 future clinic follow-up appointments, 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, obtain demographic and third-party coverage information at every encounter, and document information required for third-party reimbursement.
Ensure compliance with Medicare and third-party coverage requirements and 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.
Complete related duties as required; read relevant announcements and communications; complete annual competency-based training and testing; and prioritize work accurately and efficiently.
Secure offices and confidential or monetary records, 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.