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

UTMB Health•Orange, TX

5d•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 on-site in Orange and follows a Monday-through-Friday schedule with rotating 8- and 10-hour shifts. The specialist provides customer service to patients, physicians, referral sources, and treatment teams; handles and documents calls; advocates for patients; and addresses or escalates concerns. The role also schedules appointments, coordinates financial counseling for day surgery, explains billing and financial responsibilities, provides cost estimates, and helps patients with unpaid bills and follow-up appointments. The position includes arriving patients, preparing paperwork and charts, collecting and receipting payments, verifying eligibility and insurance information, pre-registering patients, documenting information for third-party reimbursement, and communicating barriers to access or authorization. The specialist must disposition patients within designated timelines and follow department controls, confidentiality practices, and security procedures. Related duties, annual competency training, and participation in team activities are also required.

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 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 treatment teams.
Answer calls accurately, obtain information, document and triage calls appropriately, and complete telephone encounter processes when appropriate.
Advocate for patients and coordinate with other departments to address needs, resolve concerns, provide service recovery, and escalate issues as needed.
Maintain patient confidentiality when accessing or communicating clinical information.
Schedule appointments according to clinical entity policies, make appointment reminder calls, and obtain future appointments for follow-up, referrals, and ancillary services.
Coordinate financial counseling for day surgery; explain billing processes and financial responsibilities, provide out-of-pocket cost estimates, and counsel patients about unpaid bills.
Arrive patients and prepare paperwork and charts for visits.
Receipt collected money, distribute tokens, and authorize deferments appropriately.
Verify patient eligibility, pre-register patients, and obtain 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 department internal controls.
Complete required competency-based training and testing annually, read relevant announcements and communications, and prioritize work accurately and efficiently.
Secure files and money, 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.