Patient Services Specialist I - Labor & Delivery (Galveston) (Casual)

UTMB Health•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 for a healthcare team, handles patient registration, and facilitates access to UTMB services for new and returning patients. Work is performed in standard hospital, clinical, and/or office environments using standard office equipment. The position is listed as casual and is located in Labor & Delivery in Galveston. The role provides customer service to patients, physicians, referral sources, and treatment teams; handles and appropriately documents and triages calls; advocates for patients; maintains confidentiality; and addresses or escalates concerns. It also schedules appointments, coordinates financial counseling for day surgery, communicates billing and financial information, provides cost estimates, and obtains future appointments. The specialist arrives patients, prepares paperwork and charts, receipts monies, verifies eligibility and coverage, pre-registers patients, gathers information needed for third-party reimbursement, communicates access or authorization obstacles, and dispositions patients within required timelines. Additional duties include following departmental internal controls, completing annual competency-based training and testing, prioritizing accurate and efficient work, securing files and money, protecting printed patient information and computer access, and participating in team activities. 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, including experience with Excel, Word, and database management packages.
Analytical ability, including collecting and trending data.
Knowledge of patient care and patient problems.
Excellent human relations and written and oral communication skills.
Ability to problem-solve.

Responsibilities

Provide professional, knowledgeable, and high-level customer service to internal and external customers, including patients, physicians, referral sources, and treatment team members.
Answer calls accurately, ensure caller needs are met, obtain accurate information, document and triage calls appropriately, and complete telephone encounter processes when appropriate.
Act as a patient advocate and liaison with other departments; address patient concerns, provide service recovery, and escalate issues as needed.
Maintain confidentiality of patient and clinical information accessed through email, computer, fax, or mail.
Schedule appointments according to clinical entity policies and coordinate financial counseling for day surgery.
Make appointment reminder calls and 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 visit paperwork and charts.
Receipt collected monies, distribute tokens, and authorize deferments appropriately.
Verify eligibility, ensure coverage, and pre-register patients by obtaining demographics and third-party coverage information at each 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.
Disposition each patient within the designated timeline and adhere to departmental internal controls.
Read relevant announcements and communications, complete annual competency-based training and testing, and prioritize work accurately and efficiently.
Secure the office and 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 team and department goals.
Perform related duties as required.