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Senior Patient Services Coordinator

2 months ago

Webster, Texas, United States UTMB Health Full time
Position Title: Patient Services Specialist II - Pediatric Cardiology Lab

Essential Qualifications:
A Bachelor's degree with a minimum of one year of relevant experience, or a High School diploma with three years of clerical or customer service experience.

Role Overview:
The Patient Services Specialist II is equipped with advanced skills in patient services and excels in independently fostering a positive patient experience. This role is pivotal in consistently surpassing expectations in customer service and patient care by coordinating clerical and medical activities within a healthcare team, managing patient registration processes, and facilitating access to services for both new and returning patients.

Key Responsibilities:
  • Demonstrates leadership capabilities within the team.
  • Provides mentorship and guidance to peers.
  • Effectively triages and resolves issues.
  • Understands clinic operations to optimize patient flow and meet needs.
  • Delivers exceptional customer service in all interactions.
  • Engages professionally and knowledgeably with patients, physicians, referral sources, and the healthcare team.
  • Handles incoming calls with accuracy and outstanding customer service.
  • Ensures callers' needs are addressed and accurate information is collected.
  • Documents calls and triages appropriately to ensure patient satisfaction and safety.
  • Acts as a patient advocate, collaborating with various departments to achieve shared objectives.
  • Maintains confidentiality regarding patient and clinical information across all communication channels.
  • Addresses patient concerns, facilitates service recovery, and escalates issues when necessary.
  • Applies clinical policies to manage appointment scheduling.
  • Coordinates financial counseling for surgical procedures.
  • Conducts reminder calls for scheduled appointments.
  • Educates patients and responsible parties about the billing process and financial obligations.
  • Provides cost estimates for out-of-pocket expenses.
  • Offers guidance to patients regarding outstanding bills.
  • Secures future appointments during service for follow-ups and referrals.
  • Prepares patient documentation and charts for visits.
  • Accurately processes all collected payments and authorizations.
  • Verifies eligibility and pre-registers patients by gathering demographic and insurance information at each encounter.
  • Collects necessary information for third-party reimbursement.
  • Ensures compliance with Medicare and insurance policies.
  • Communicates effectively with patients, referral sources, and clinical staff regarding access or authorization challenges.
  • Performs additional duties as required.
  • Stays informed on all relevant communications related to job responsibilities.
  • Completes annual competency-based training and assessments.
  • Prioritizes and executes all tasks accurately and efficiently.
  • Adheres to established internal controls within the department.
  • Secures confidential information and properly disposes of sensitive documents when away from the workstation.
  • Participates in team meetings and activities, supporting the department's philosophy and objectives.

Compensation:
Salary will be commensurate with experience or as determined by the hiring authority.

Work Schedule:
This position requires on-site presence, Monday through Friday, from 8 AM to 5 PM, with occasional additional hours as needed.

UTMB Health is committed to equal opportunity employment, ensuring that all candidates are considered 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 law.

As a VEVRAA Federal Contractor, UTMB Health actively seeks to hire and promote women, minorities, protected veterans, and individuals with disabilities.