Patient Services Specialist I - Lake Jackson Primary Care (Part-Time)

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

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 position provides professional customer service to patients, physicians, referral sources, and treatment teams; answers and documents calls; triages patient needs; protects confidential information; addresses concerns and escalates issues as appropriate. It schedules appointments according to clinical entity policies, coordinates financial counseling for day surgery, makes appointment reminder calls, provides cost estimates and billing information, and arranges follow-up appointments and referrals. The specialist arrives patients and prepares visit paperwork, receipts payments, verifies eligibility and coverage, pre-registers patients, collects information needed for third-party reimbursement, and supports compliance with Medicare and other coverage requirements. The role communicates access or authorization obstacles to relevant parties and completes patient disposition within required timelines. Additional duties include following departmental controls and procedures, completing annual competency training, securing confidential information, and participating in team activities. The work is performed in a standard hospital, clinical, and/or office environment using standard office equipment. The position is part-time, 24 hours per week, with varying shifts during clinic operating hours. Weekend shifts are 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, 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.

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 encounter processes when appropriate.
Act as a patient advocate and liaison with departments to meet shared goals; 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 make reminder calls.
Coordinate financial counseling for day surgery; explain billing processes, third-party benefits, and patient financial responsibilities; provide out-of-pocket estimates; and counsel patients about unpaid bills.
Obtain 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 monies appropriately and manage distributed tokens and authorized deferments.
Verify eligibility, pre-register patients, and obtain patient 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 to patients, referral sources, UTMB physicians, and clinical staff.
Complete patient disposition within the designated timeline and adhere to departmental internal controls.
Complete required competency-based training and testing annually, read relevant announcements and communications, and prioritize work accurately and efficiently.
Secure files containing money or confidential information, properly dispose of printed patient information, log off computers when leaving workstations, and keep passwords confidential.
Participate in team meetings and activities and support the team and department's philosophy and goals.
Perform related duties as required.