Patient Services Specialist I

3 weeks ago

Texas City, United States UTMB Health Full time

The Patient Services Specialist I creates a positive patient experience by consistently exceeding expectations in customer service and patient care, by coordinating clerical and medical activities of a healthcare team, patient registration activities, and facilitating access to UTMB services for new and returning patients.

**EDUCATION & EXPERIENCE**

**Minimum Qualifications**:
Associate degree and no experience. An equivalent combination of education and experience relevant to the role may be considered for this position.

**LICENSES, REGISTRATIONS OR CERTIFICATIONS**

Required: For departments reporting under Health System Ambulatory Operations, a valid Basic Life Support (BLS) certification must be obtained within 90 days of hire. Certification must be maintained for the duration of their employment in this position.

**Preferred Qualifications**:
Experience with patient registration, patient appointment scheduling, and/or insurance verification preferred.

**Qualifications - External**

**CUSTOMER SERVICE**:

- Provides high level customer service in all interactions with internal and external customers.
- Provides direct, professional, and knowledgeable interactions with patients, physicians, referral sources, and the treatment team.
- Answers calls accurately and with exceptional customer service at all times, and ensure caller’s needs are met.
- Ensures calls are documented and triaged appropriately ensuring patient satisfaction and patient safety.
- Acts as patient advocate and liaisons with various departments to meet mutual goals.
- Addresses concerns of patients, provides service recovery, and escalates issues as needed.

**SCHEDULING**:

- Schedules appointments and completes reminder calls to patients for scheduled appointments.
- Coordinates financial counseling for day surgery
- Educates patient/responsible parties regarding billing process and any additional financial responsibilities including third party benefits information.
- Provides out-of pocket cost estimates to patients and counsels patients about unpaid bills.
- Obtains future appointments at time of service for clinic follow-up, referrals, and ancillary services.

**ARRIVAL**:

- Arrives patients and prepares paperwork/chart for visit.
- Appropriately receipts all monies collected, tokens distributed, and deferments authorized.

**REGISTRATION**:

- Verifies, ensures eligibility, and pre-registers patients by obtaining patient demographics and third party coverage(s) at every encounter.
- Obtains and documents information required for third party reimbursement.
- Ensures compliance with Medicare and third party coverage.
- Communicates with patient, referral source, UTMB physician and clinical staff regarding any obstacle to access or authorization.

**Equal Employment Opportunity**

UTMB Health strives to provide equal opportunity employment without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, genetic information, disability, veteran status, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. As a VEVRAA Federal Contractor, UTMB Health takes affirmative action to hire and advance women, minorities, protected veterans and individuals with disabilities.

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