Patient Services Specialist I

Texas Tech University Health Sciences Center (TTUHSC) enriches lives by educating students, providing excellent patient care, and advancing knowledge through innovative research. TTUHSC graduates more health care professionals than any other health-related institution in Texas, conferring 24.2% of all health degrees and certificates in the state. The institution provides comprehensive clinical services to over 10 million individuals across 121 counties, dedicated to advancing health throughout Texas and beyond.

About the role

With close direction, the PSS I performs standard clerical responsibilities that impact clinic patient flow, in accordance with established procedures. Responsibilities may include registration, scheduling, collections, and/or insurance authorizations.

Responsibilities

• Manage high-volume inbound and outbound patient communications (calls, emails, chats) in a timely, professional, and customer-focused manner.
• Coordinate patient access and scheduling, including appointment booking, confirmations, cancellations, and rescheduling while ensuring accuracy and efficiency.
• Assess patient needs and resolve inquiries by gathering information, researching issues, and delivering accurate, compliant solutions across services, policies, and clinic operations.
• Facilitate patient financial communication, including discussing outstanding balances, establishing payment plans within guidelines, and coordinating transfers to appropriate departments when necessary.
• Route and escalate communications appropriately, including calls, messages, and faxes, using established workflows, systems, and work queues.
• Document all patient interactions accurately within the Electronic Medical Record (EMR) and related systems, ensuring timely and complete record updates.
• Deliver high-quality customer service experiences by utilizing active listening, de-escalation techniques, and clear communication to support patient satisfaction and resolution.
• Maintain knowledge of organizational services, systems, and procedures to ensure accurate information sharing and effective problem-solving.
• Utilize call center technology, scripts, and tools effectively to support workflow efficiency, compliance, and service consistency.
• Achieve and maintain established performance metrics, including quality, productivity, and service standards.
• Collaborate with team members, supervisors, and cross-functional departments to ensure continuity of care and service excellence.
• Participate in ongoing training and professional development to maintain and enhance job knowledge and performance.
• Comply with all organizational policies, procedures, and regulatory requirements.
• Perform other duties as assigned in support of departmental and organizational objectives.

Requirements

• High School diploma or equivalent.

Qualifications

• Experience in a clinical setting (preferred)
• Experience in a call center (preferred)
• Basic computer skills (preferred)
• Experience with the EHR, Epic (preferred)

Visa Information

TTUHSC, at its sole discretion, may initiate new H-1B I-129 visa petitions in accordance with the directive issued by Governor Abbott. Approval from the Texas Workforce Commission is required. On a limited, case-by-case basis, the institution may also sponsor eligible individuals for change-of-status or change-of-employer petitions for qualifying positions. TTUHSC will not pay the $100,000 fee, if applicable.

Benefits

• Individual health insurance provided at no cost for full-time team members
• Paid Time Off – including holidays, vacation, sick leave and more
• Retirement plans
• Wellness programs
• Certified Mother-Friendly Workplace
• Lifelong learning programs and professional development opportunities
• Recognition programs and health and wellness initiatives
• Special membership rates at local gyms and golf courses
• Access to state-of-the-art software and facilities
• Discounts on travel, technology, entertainment, and more

Pay

Hourly pay grade minimum 15, maximum 28.5. Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as the institutional pay plan.

Schedule

• Full-time, Monday-Friday, 0800-1700
• Travel required up to 25%