Patient Services Specialist I - UHC 4th Floor Medicine Specialties (Galveston)

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

9d • 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.

This position provides customer service to patients, physicians, referral sources, and the treatment team; handles calls and telephone encounters; advocates for patients and addresses concerns; and coordinates appointments, financial counseling, billing information, and patient cost estimates. The specialist also assists with patient arrival and paperwork, collects and receipts payments, verifies eligibility and coverage, obtains information needed for third-party reimbursement, and communicates access or authorization obstacles to relevant parties.

The role requires maintaining patient confidentiality, following department controls and procedures, completing annual competency training, and prioritizing work accurately and efficiently. The work is performed on-site in a standard hospital, clinical, and/or office environment using standard office equipment. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. Actual 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.
• 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

• Previous experience in patient scheduling.
• Previous experience working in a clinic or medical office front desk setting.

Responsibilities

• Provide high-level customer service to internal and external customers, including patients, physicians, referral sources, and the treatment team.
• Answer calls accurately, obtain needed information, document and triage calls appropriately, and complete telephone encounters when appropriate.
• Act as a patient advocate and liaise with departments to meet mutual 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.
• Apply clinical entity policies when scheduling appointments.
• Coordinate financial counseling for day surgery and make reminder calls for scheduled appointments.
• 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 appointments at the time of service for clinic follow-up, referrals, and ancillary services.
• Arrive patients and prepare paperwork and charts for visits.
• Receipt collected money appropriately and manage tokens distributed and deferments authorized.
• Verify eligibility, pre-register patients, and obtain 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 with patients, referral sources, UTMB physicians, and clinical staff.
• Disposition each patient within the designated timeline and adhere to department internal controls.
• Read relevant announcements and communications, complete annual competency-based training and testing, and prioritize work accurately and efficiently.
• Secure files containing money or 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 the philosophy and goals of the team or department.
• Perform related duties as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree