Patient Services Specialist I - Ob/Gyn, Orange (Bilingual)

University of Texas Medical Branch (UTMB)•Orange, TX

5d•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, supports patient registration, and facilitates access to UTMB services for new and returning patients. This position is on-site in Orange and works Monday through Friday with rotating 8- and 10-hour shifts. Responsibilities include providing customer service to patients, physicians, referral sources, and treatment teams; answering, documenting, and appropriately triaging calls; protecting confidential information; addressing concerns and escalating issues; scheduling appointments and coordinating financial counseling; informing patients about billing and financial responsibilities; preparing patients and paperwork for visits; collecting and receipting payments; verifying eligibility and coverage; obtaining registration and reimbursement information; communicating access or authorization obstacles; and completing patient disposition within required timelines. The position requires an associate’s degree with no experience, or an equivalent combination of relevant education and experience. 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. Bilingual English/Spanish ability is preferred.

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 Basic Life Support (BLS) certification within 90 days of hire and maintain it for the duration of employment.
Proficient use of 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.

Nice To Haves

Bilingual in English and Spanish.

Responsibilities

Provide high-level customer service in interactions with internal and external customers.
Interact professionally and knowledgeably with patients, physicians, referral sources, and the treatment team.
Answer calls accurately, identify caller needs, obtain accurate information, document and triage calls appropriately, and complete telephone encounters when appropriate.
Advocate for patients and liaise with other departments to meet shared goals.
Maintain confidentiality of patient and clinical information across 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 obtain future appointments for follow-up, referrals, and ancillary services.
Educate patients or responsible parties about billing, financial responsibilities, third-party benefits, out-of-pocket estimates, and unpaid bills.
Arrive patients and prepare paperwork or charts for visits.
Receipt monies collected, distribute tokens, and authorize deferments appropriately.
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.
Communicate obstacles to access or authorization to patients, referral sources, UTMB physicians, and clinical staff.
Disposition each patient within the designated timeline.
Adhere to departmental internal controls and applicable communication, training, security, and confidentiality procedures.
Prioritize and complete work accurately, effectively, and efficiently; participate in team meetings and activities and support team and department goals.
Perform related duties as required.