Patient Services Specialist I - Primary Care (League City)

University of Texas Medical Branch (UTMB)•League City, TX

19h•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, patient registration, and access to UTMB services for new and returning patients. This is an on-site, full-time position in a standard hospital, clinical, and/or office environment, working Monday through Friday from 7:00 a.m. to 5:30 p.m. on a rotating early/late shift. 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.
Proficiency using a PC, with experience in Excel, Word, and database management packages.
Analytical ability, including the ability to collect and trend data.
Knowledge of patient care and patient problems.
Excellent interpersonal, 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 other departments; address concerns, provide service recovery, and escalate issues as needed.
Maintain the confidentiality of patient and clinical information.
Schedule appointments according to clinical entity policies and complete reminder calls.
Coordinate financial counseling for day surgery; explain billing processes, 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 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 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.
Disposition each patient within the designated timeline and adhere to departmental internal controls.
Complete related duties, read relevant announcements and communications, and complete annual competency-based training and testing.
Prioritize and complete work accurately, effectively, 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 team and department's philosophy and goals.