Patient Services Specialist II - PCP Family Medicine (Galveston)

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

1d•Onsite

About The Position

The Patient Services Specialist II uses advanced patient services skills to independently maintain a positive patient experience and exceed 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. The position provides peer guidance and team leadership, supports clinic flow, and serves as a patient advocate. It handles patient calls and concerns, appointment scheduling, financial counseling coordination, arrival activities, registration and insurance verification, and patient disposition. The specialist maintains patient confidentiality, follows department controls and procedures, and completes required training and duties. The position is based in a standard hospital, clinical, and/or office environment and uses standard office equipment. It is onsite Monday through Friday, 8:30 am to 5:30 pm. Actual salary is commensurate with experience.

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 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

Epic experience.

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 customer service to patients, physicians, referral sources, treatment teams, and internal and external customers.
Answer calls accurately, obtain information, address caller needs, document and triage calls appropriately, and complete telephone encounters when appropriate.
Act as a patient advocate and liaison with departments; address patient concerns, provide service recovery, and escalate issues as needed.
Maintain confidentiality of patient and clinical information accessed through email, computer, fax, and mail.
Apply clinical entity policies to schedule appointments and complete reminder calls.
Coordinate financial counseling for day surgery; educate patients about billing, financial responsibilities, and 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, 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 obstacles to access or authorization to patients, referral sources, UTMB physicians, and clinical staff.
Disposition each patient within the designated timeline.
Perform related duties, adhere to department internal controls, read relevant announcements and communications, and complete annual competency-based training and testing.
Prioritize and complete work accurately and efficiently; secure money and confidential files; properly dispose of printed patient information; log off computers and protect passwords.
Participate in team meetings and activities and support team and department goals.