Patient Services Specialist I - Angleton Surgical Specialties

UTMB Health•Angleton, TX

10d•Onsite

About The Position

The Patient Services Specialist I creates a positive patient experience by coordinating clerical and medical activities for a healthcare team, handling patient registration, and facilitating access to UTMB services for new and returning patients. The role provides professional, knowledgeable service to patients, physicians, referral sources, and treatment teams while supporting patient care and satisfaction. The specialist handles appointment scheduling, financial counseling coordination, reminder calls, billing and cost-estimate education, patient arrival, registration, eligibility verification, and disposition. The position also protects confidential patient information, follows departmental controls and procedures, completes required training, and contributes to team activities. Work is on-site at the Angleton and Lake Jackson locations, Monday through Friday, from 8:00 a.m. to 5:00 p.m.

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 high-level customer service to internal and external customers, including patients, physicians, referral sources, and treatment teams.
Answer and document calls accurately, obtain necessary information, triage calls appropriately, complete telephone encounters when appropriate, and support patient satisfaction and safety.
Act as a patient advocate and liaison with departments to address patient needs and shared goals.
Maintain confidentiality of patient and clinical information communicated or accessed through email, computer, fax, and mail.
Address patient concerns, provide service recovery, and escalate issues as needed.
Schedule appointments according to clinical entity policies and coordinate financial counseling for day surgery.
Make appointment reminder calls and educate patients or responsible parties about billing, 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 as appropriate.
Verify eligibility, pre-register patients, and obtain patient demographics and third-party coverage at every encounter.
Obtain and document information required for third-party reimbursement and ensure compliance with Medicare and third-party coverage requirements.
Communicate obstacles to access or authorization 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, read relevant announcements and communications, and successfully complete annual competency-based training and testing.
Prioritize and complete work accurately, effectively, and efficiently.
Secure offices, files, money, and confidential information; properly dispose of printed patient information; log off computers; and keep passwords confidential.
Participate in team meetings and activities and support team and department goals.