Patient Services Specialist I - SHVI Cardiology (Clear Lake)

UTMB Health•Webster, TX

4d•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, and access to UTMB services for new and returning patients. This is an on-site, full-time position in a standard hospital, clinical, and/or office environment, scheduled Monday through Friday on the day shift.

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 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

Previous experience in a medical office, clinic, or healthcare setting.

Responsibilities

Provide high-level, professional customer service to patients, physicians, referral sources, treatment teams, and internal and external customers.
Answer calls accurately, identify and meet callers’ needs, obtain accurate information, document and triage calls appropriately, and complete telephone encounters when appropriate.
Act as a patient advocate and liaise with other 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.
Schedule appointments according to clinical entity policies, coordinate financial counseling for day surgery, and make appointment reminder calls.
Explain billing processes and additional financial responsibilities, including third-party benefits; 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 collected monies, distribute tokens, and authorize deferments appropriately.
Verify eligibility and pre-register patients by obtaining 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.
Communicate access or authorization obstacles to patients, referral sources, UTMB physicians, and clinical staff.
Disposition each patient within the designated timeline and adhere to departmental internal controls.
Read relevant OSA announcements and communications, complete annual competency-based training and testing, and prioritize and complete work accurately and efficiently.
Secure the office and confidential files when away from the workstation, properly dispose of printed patient information, log off the computer, 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.