Patient Services Specialist II - Clear Lake Adult Surgical Specialties

UTMB Health•Webster, TX

3d•Onsite

About The Position

The Patient Services Specialist II uses advanced patient services skills to independently support a positive patient experience and coordinate clerical and medical activities for a healthcare team. The role handles patient registration and helps new and returning patients access UTMB services, while providing knowledgeable, professional customer service to patients, physicians, referral sources, and clinical staff. The position provides team leadership and peer guidance, triages problems, and supports clinic flow. It also handles appointment scheduling, patient arrivals and paperwork, financial counseling coordination, registration and insurance eligibility, and patient disposition. The role is based in a standard hospital, clinical, and/or office environment and uses standard office equipment. It is on-site Monday through Friday, with rotating early and late shifts scheduled between 7:15 AM and 5:45 PM. Floating to other clinics within the building is required as needed; floating to offsite locations is not anticipated.

Requirements

Associate’s degree and one year of clerical or customer service 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 this position.
Proficiency using a PC, with experience in Excel, Word, and database management packages.
Analytical ability, including the ability to collect and trend data.
Knowledge of patient care and patient problems.
Excellent interpersonal, written, and oral communication skills.
Ability to problem-solve.

Responsibilities

Function as a team leader, provide peer guidance, triage problems, and understand clinic flow to maximize clinic usage and meet patient needs.
Provide professional, knowledgeable, and high-level customer service to internal and external customers, including patients, physicians, referral sources, and the treatment team.
Answer calls accurately, obtain the necessary information, document and triage calls appropriately, complete telephone encounters when appropriate, and support patient satisfaction and safety.
Act as a patient advocate and liaison with other departments; address patient concerns, provide service recovery, and escalate issues as needed.
Protect patient confidentiality when accessing or handling clinical information by 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, including 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 monies, distribute tokens, and authorize deferments appropriately.
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.
Communicate access or authorization obstacles to patients, referral sources, UTMB physicians, and clinical staff.
Fully disposition each patient within the designated timeline.
Perform related duties, adhere to departmental internal controls, read relevant announcements and communications, and complete annual competency-based training and testing.
Prioritize and complete work accurately, effectively, and efficiently; secure offices and confidential files, properly dispose of printed patient information, log off computers, and keep passwords confidential.
Participate in team meetings and activities and support the philosophy and goals of the team and department.