Patient Services Specialist I - Primary Care (Angleton)

University of Texas Medical Branch (UTMB)•Angleton, 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 of a healthcare team, patient registration activities, and access to UTMB services for new and returning patients. The specialist supports patients through customer service, scheduling, arrival, registration, and disposition activities. Responsibilities include responding to and documenting calls, advocating for patients, maintaining confidentiality, coordinating appointments and financial counseling, preparing patients and paperwork for visits, verifying eligibility and coverage, obtaining information for third-party reimbursement, and communicating about access or authorization obstacles. The position works on-site in standard hospital, clinical, and/or office environments, using standard office equipment. The schedule is Monday through Friday, with hours ranging between 7:15 am and 5:00 pm. 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 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.

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, obtain accurate information, meet caller needs, document and appropriately triage calls, and complete telephone encounter processes when appropriate.
Advocate for patients and coordinate with departments to meet shared goals; address concerns, provide service recovery, and escalate issues as needed.
Maintain patient confidentiality when accessing or handling clinical information through 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 and financial responsibilities, provide out-of-pocket cost estimates, and counsel patients about unpaid bills.
Arrange 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 money, distribute tokens, and authorize deferments appropriately.
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.
Communicate access or authorization obstacles to patients, referral sources, UTMB physicians, and clinical staff.
Fully 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 offices and confidential or monetary files, dispose of printed patient information properly, 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.