Patient Services Specialist I - SHVI Cardiology (Clear Lake)

University of Texas Medical Branch (UTMB)•Webster, 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 for a healthcare team, handles patient registration, and facilitates access to UTMB services for new and returning patients. This position provides professional service to patients, physicians, referral sources, and treatment teams; handles and triages calls; schedules appointments; supports financial counseling and patient billing communications; prepares patients and paperwork for visits; verifies eligibility and coverage; and completes patient dispositions. The role also maintains confidentiality, follows department controls and procedures, completes annual competency-based training, and contributes to team activities.

Requirements

Associate’s degree and no experience required; 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.
Proficiency using a PC, including experience with Excel, Word, and database management packages.
Analytical ability, including the 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 a medical office, clinic, or healthcare 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 the information needed to meet callers’ needs, document and triage calls appropriately, and complete telephone encounter processes when appropriate.
Act as a patient advocate and liaison with other departments; address patient 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 and complete reminder calls.
Coordinate financial counseling for day surgery; explain billing processes, third-party benefits, and financial responsibilities; provide out-of-pocket cost estimates; and counsel patients about unpaid bills.
Arrange future clinic follow-up appointments, referrals, and ancillary services at the time of service.
Arrive patients and prepare paperwork and charts for visits.
Receipt collected monies, distribute tokens, and authorize deferments appropriately.
Verify eligibility, pre-register patients, and obtain patient demographics and third-party coverage 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.
Complete patient dispositions within designated timelines and adhere to departmental internal controls.
Read relevant OSA 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 team and departmental goals.
Perform related duties as required.