Patient Services Specialist I - Ambulatory Float Pool, Star Squad

Minimum qualifications: Associate’s degree and no experience. An equivalent combination of education and relevant experience may be considered.

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

About the role

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

Responsibilities

• Customer Service:
  • Provides high-level customer service in all interactions with internal and external customers.
  • Delivers direct, professional, and knowledgeable interactions with patients, physicians, referral sources, and the treatment team.
  • Answers calls accurately with exceptional customer service, ensuring caller needs are met and information is documented and triaged appropriately.
  • Acts as a patient advocate and liaises with various departments to meet mutual goals.
  • Maintains patient confidentiality regarding access to patient and clinical information via email, computer, fax, and mail.
  • Addresses patient concerns, provides service recovery, and escalates issues as needed.
• Scheduling:
  • Applies clinical entity policies to schedule appointments.
  • Coordinates financial counseling for day surgery and completes reminder calls for scheduled appointments.
  • Educates patients and responsible parties regarding billing processes, third-party benefits, and additional financial responsibilities.
  • Provides out-of-pocket cost estimates and counsels patients about unpaid bills.
  • Obtains future appointments at the time of service for clinic follow-up, referrals, and ancillary services.
• Arrival:
  • Arrives patients and prepares paperwork/chart for visits.
  • Appropriately receipts all monies collected, tokens distributed, and deferments authorized.
• Registration:
  • Verifies, ensures eligibility, and pre-registers patients by obtaining demographics and third-party coverage at every encounter.
  • Obtains and documents information required for third-party reimbursement.
  • Ensures compliance with Medicare and third-party coverage requirements.
  • Communicates with patients, referral sources, physicians, and clinical staff regarding obstacles to access or authorization.
• Disposition:
  • Fully dispositions each patient within designated timelines.
  • Adheres to internal controls established for the department.
• Marginal or Periodic Functions:
  • Performs related duties as required and adheres to internal controls.
  • Reads all relevant communications and completes competency-based training annually.
  • Prioritizes and completes work accurately and efficiently.
  • Secures files, properly disposes of printed patient information, and maintains password confidentiality.
  • Participates in team meetings and supports the philosophy and goals of the team/department.

Skills

• Proficient in PC use, including Excel, Word, and database management packages.
• Analytical skills with the ability to collect and trend data.
• Knowledge of patient care and patient problems.
• Excellent human relations and written/oral communication skills.
• Problem-solving ability.

Working Environment

Standard hospital, clinical, and/or office environments with standard office equipment.

Schedule

On-site, Monday through Friday, 8:00 AM to 5:00 PM, with occasional additional hours as needed. Must be willing to float to cover all ambulatory network clinics, including travel to locations in Orange, Katy, and Conroe.