Patient Services Specialist I - Angleton (up to 19 hrs/wk)

Minimum Qualifications:

Education and Experience:

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

Licenses, Certifications, & Registrations

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:

Customer service experience in a medical office environment a plus.

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.

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.

WORK SCHEDULE

This position is for up to 19.99 hours per week, with no benefits