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

University of Texas Medical Branch (UTMB)•Sugar Land, TX

1d•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 in Ob/Gyn in Sugarland and is performed on-site, Monday through Friday, from 8:00 am to 5:00 pm. The specialist supports patients and clinical teams through customer service, scheduling, appointment arrival, registration, and disposition activities. Responsibilities include handling calls and patient concerns, coordinating appointments and financial counseling, preparing visit paperwork, verifying patient and insurance information, and addressing obstacles to access or authorization. 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 for the duration of employment in the position.
Proficiency using a PC, with experience in 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 professional, knowledgeable customer service to internal and external customers, including patients, physicians, referral sources, and the treatment team.
Answer calls, identify caller needs, obtain accurate information, document and triage calls appropriately, and complete telephone encounters when appropriate.
Act as a patient advocate and liaison with departments; address patient concerns, provide service recovery, and escalate issues as needed.
Maintain confidentiality of patient and clinical information across email, computer, fax, and mail.
Apply clinical entity policies when scheduling appointments and complete reminder calls.
Coordinate financial counseling for day surgery; explain billing processes, third-party benefits, and financial responsibilities; 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 money appropriately, distribute tokens, and authorize deferments.
Verify eligibility and pre-register patients by obtaining demographic 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.
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 the office and files containing money or confidential information when away from the workstation; properly dispose of printed patient information, log off the computer, and keep passwords confidential.
Participate in team meetings and activities and support the philosophy and goals of the team or department.