Patient Services Specialist I - CLC Pulmonary Clinic

UTMB Health•Webster, TX

12h•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, supports patient registration, and facilitates access to UTMB services for new and returning patients. The position is based in the CLC Pulmonary Clinic and may require coverage at other clinics within the same building based on departmental needs. The specialist provides professional service to patients, physicians, referral sources, and the treatment team; handles and documents calls; supports appointment scheduling and financial counseling; prepares patients and paperwork for visits; verifies eligibility and insurance information; and completes patient dispositions within designated timelines. The role also maintains patient confidentiality and follows departmental controls and procedures. The position works on-site Monday through Friday, on variable shifts between 7:30 AM and 5:30–6:00 PM, including opening and closing shifts as needed. There are no evening or weekend requirements. Salary is commensurate with experience.

Requirements

Associate’s degree and no experience; an equivalent combination of education and experience relevant to the role 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 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.
Flexibility to work variable shifts, including opening and closing shifts as needed, and provide coverage at other clinics within the same building based on departmental needs.

Nice To Haves

Bilingual in English and Spanish.

Responsibilities

Provide high-level customer service to internal and external customers, including patients, physicians, referral sources, and treatment team members.
Answer calls, obtain accurate information, document and triage calls appropriately, complete telephone encounters when appropriate, and ensure caller needs are met.
Act as a patient advocate and liaise with other departments to meet shared goals.
Maintain confidentiality of patient and clinical information across email, computer, fax, and mail.
Address patient concerns, provide service recovery, and escalate issues as needed.
Schedule appointments according to clinical entity policies and complete appointment reminder calls.
Coordinate financial counseling for day surgery; 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 and charts for visits.
Receipt all monies collected, tokens distributed, and deferments authorized 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 access or authorization obstacles to patients, referral sources, UTMB physicians, and clinical staff.
Complete patient dispositions within designated timelines and adhere to departmental internal controls.
Read relevant OSA announcements and communications, and complete annual competency-based training and testing.
Prioritize and complete work accurately, effectively, and efficiently.
Secure office files and confidential information, properly dispose of printed patient information, log off computers when away from the workstation, and keep passwords confidential.
Participate in team meetings and activities and support team and departmental goals.
Perform related duties as required.