Patient Services Specialist III – Oncology & Hematology

Baylor Scott & White Health•Round Rock, TX

About The Position

The Patient Services Specialist 3 offers advanced administrative support in a physician's office, clinic, or other area. This role ensures high-quality, patient-centered care. This senior position handles complex tasks and escalations. It assists the supervisor in training staff and serves as a backup supervisor when needed.

Requirements

Excellent listening, interpersonal, and communication skills, both oral and written. Professional, pleasant, and respectful telephone etiquette. Ability to adapt communication style for different audiences.
Empathetic listener, sensitive, upbeat, optimistic, articulate, gracious and tactful.
Knowledge of patient registration procedures and documentation.
Knowledge of medical insurance claims procedures and documentation. Needs to have thorough understanding of the Out of Network process.
Skilled in the use of personal computers and related software applications.
Skilled in preparing and maintaining patient records.
Ability to examine unpaid third-party claims and delinquent accounts to establish appropriate follow-up actions to ensure payment.
Ability to mentor and train staff.
Service-oriented and passionate about helping cancer patients and their families.
Quick thinker who can adapt to changing priorities and solve problems independently.
Reliable team player who consistently demonstrates professionalism, accountability, and compassion.
Previous experience working in an oncology, cancer care, infusion, or specialty clinic setting.
Experience supporting patients with complex care needs and coordinating multiple appointments across departments.
Knowledge of medical terminology, insurance verification, and healthcare scheduling workflows.
Proficient with healthcare technology, scheduling systems, and Microsoft Office applications.
Strong organizational skills, attention to detail, and ability to accurately document information in electronic systems.
Ability to build trust with patients through excellent customer service and clear communication.

Responsibilities

Assists in the hiring process and serves as a peer interviewer.
Performs all duties associated with patient relations, check-in or check-out, scheduling, insurance verification and answering phones.
Serves as a professional in handling more complex tasks and responding to escalated issues.
Participates in process improvements initiatives. Facilitates or guides team meetings. Attends huddles, tracks metrics and maintains huddle boards.
Mentors and trains staff in processes and procedures.
Provides training on applications, website and other resource access.
Monitors team members' participation to ensure the training provided is being utilized and if any additional training is needed.
Serves as backup to the supervisor when absent, as required. Assists the supervisor in managing schedules, assigning tasks, and following up on work results.
Monitors and arranges for facility and equipment maintenance and repairs, as needed and in conjunction with the Manager or Supervisor.
Performs quality assurance audits.
Orders supplies as requested.