Patient Services Specialist I - Labor & Delivery (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, handles patient registration activities, and facilitates access to UTMB services for new and returning patients. The position serves patients, physicians, referral sources, and treatment teams through customer service, appointment scheduling, arrival and registration processes, and patient disposition. It also supports patient privacy, financial counseling and billing communication, and adherence to departmental controls and procedures.

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 interpersonal, written, and oral communication skills.
Ability to problem-solve.

Responsibilities

Provide professional, knowledgeable customer service to internal and external customers, including patients, physicians, referral sources, and the treatment team.
Answer calls accurately, obtain information, document and triage calls appropriately, and complete telephone encounters when appropriate.
Advocate for patients and coordinate with departments to meet shared goals; address concerns, provide service recovery, and escalate issues as needed.
Maintain confidentiality of patient and clinical information.
Schedule appointments according to clinical entity policies, coordinate financial counseling for day surgery, and make appointment reminder calls.
Explain billing processes, third-party benefits, and additional 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 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 requirements.
Communicate obstacles to access or authorization to patients, referral sources, UTMB physicians, and clinical staff.
Complete patient disposition within the designated timeline and adhere to departmental internal controls.
Read relevant announcements and communications; complete annual competency-based training and testing.
Prioritize and complete work accurately, effectively, and efficiently.
Secure offices and confidential files, 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 team and department goals.
Perform related duties as required.