Patient Services Specialist I - High Risk OB Galveston

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

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 activities, and access to UTMB services for new and returning patients. The specialist supports patients throughout customer service interactions, appointment scheduling, arrival, registration, and disposition. The role also protects confidential patient information, addresses concerns, follows departmental controls and procedures, and completes required training and related duties.

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 in the position.
Proficiency using a PC, including experience with Excel, Word, and database management packages.
Ability to analyze, 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 and interact professionally with patients, physicians, referral sources, and the treatment team.
Answer calls, identify and meet 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 the 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, 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 appropriately, distribute tokens, and authorize deferments.
Verify eligibility and pre-register patients by obtaining 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 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 departmental internal controls.
Perform related duties, read relevant announcements and communications, and complete annual competency-based training and testing.
Prioritize and complete work accurately, effectively, and efficiently.
Secure offices and files containing money or confidential information; properly dispose of printed patient information, log off computers when leaving the workstation, and keep passwords confidential.
Participate in team meetings and activities and support the philosophy and goals of the team or department.