Patient Services Specialist I - Alvin Primary & Specialty Clinic

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

3d•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 for a healthcare team, performs patient registration activities, and facilitates access to UTMB services for new and returning patients. The position handles customer interactions, scheduling, patient arrivals, registration, and patient disposition. It helps patients understand billing and financial responsibilities, coordinates access and authorization matters, protects confidential information, and works with patients, physicians, referral sources, and clinical staff. The work is performed on-site in a standard hospital, clinical, and/or office environment using standard office equipment.

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 this 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 high-level customer service to internal and external customers and communicate professionally with patients, physicians, referral sources, and the treatment team.
Answer calls accurately, identify and meet caller needs, obtain accurate information, document and triage calls appropriately, and complete telephone encounters when appropriate.
Advocate for patients and liaise with departments to meet shared goals; address concerns, provide service recovery, and escalate issues as needed.
Maintain confidentiality of patient and clinical information across 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 processes, financial responsibilities, and third-party benefits; provide out-of-pocket cost estimates and counsel patients about unpaid bills.
Obtain future clinic follow-up, referral, and ancillary service appointments at the time of service.
Arrive patients and prepare paperwork or charts for visits; receipt collected funds, distribute tokens, and authorize deferments appropriately.
Verify eligibility and pre-register patients by collecting 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.
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, and prioritize work accurately and efficiently.
Secure offices 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 the philosophy and goals of the team or department.
Perform related duties as required.