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Patient Services Specialist I

2 weeks ago

Friendswood, TX, United States University of Texas Medical Branch Full time

EDUCATION & EXPERIENCE:

Minimum Qualifications:

  • Associate’s 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.

JOB SUMMARY:

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.

ESSENTIAL JOB FUNCTIONS:

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.
  • Ensures caller’s needs are met and accurate information is obtained.
  • Ensures calls are documented and triaged appropriately ensuring patient satisfaction and patient safety. Completes telephone encounter process if appropriate.
  • Acts as patient advocate and liaisons with various departments to meet mutual goals.
  • Maintains patient confidentiality regarding access to patient and other clinical information via email, computer, fax and mail.
  • Addresses concerns of patients, provides service recovery, and escalates issues as needed.

SCHEDULING:

  • Applies the policies of the clinical entity to schedule appointments.
  • Coordinates financial counseling for day surgery.
  • Completes reminder calls to patients for scheduled appointments.
  • 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.
  • 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.

DISPOSITION:

  • Fully dispositions each patient within the designated timeline.
  • Adheres to internal controls established for department.

Marginal or Periodic Functions:

  • Performs related duties as required.
  • Adheres to internal controls established for department.
  • Reads all OSA Announcements and relevant communications relating to job duties.
  • Successfully completes competency-based training and testing on an annual basis.
  • Prioritizes and completes all work in an accurate, effective, and efficient manner.
  • Locks office and secures files containing money or confidential information when away from workstation.
  • Properly disposes of printed patient information, logs off computer when leaving workstation and keeps passwords confidential.
  • Participates in team meetings/activities and supports the philosophy and goals of the team/department.

KNOWLEDGE/SKILLS/ABILITIES:

  • Proficient in use of PC with experience in Excel, Word, and database management packages.
  • Analytical 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.

WORKING ENVIRONMENT/EQUIPMENT:

  • Standard hospital, clinical, and/or office environments.
  • Standard office equipment.

SALARY RANGE:

Actual salary commensurate with experience.

WORK SCHEDULE:

On-site, full-time, 40 hours per week.