Patient Services Specialist I - Outpatient, PCP Galveston

About the Role

The Patient Services Specialist I creates a positive patient experience by consistently exceeding expectations in customer service and patient care. This role coordinates clerical and medical activities of a healthcare team, handles patient registration, and facilitates access to services for new and returning patients.

Minimum Qualifications

• Associate degree and no experience, or an equivalent combination of education and experience relevant to the role.
• 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.

Preferred Qualifications

• Excellent customer service and/or administrative support skills.
• Proficiency with a personal computer.
• Customer service experience in a medical office environment (preferred).

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 and 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.
• Completes reminder calls to patients for scheduled appointments.
• Educates patients/responsible parties regarding billing processes and financial responsibilities, including third-party benefits.
• Provides out-of-pocket cost estimates to patients.
• Counsels patients about unpaid bills.
• Obtains future appointments at the time of service for clinic follow-ups, referrals, and ancillary services.

Arrival

• Checks in 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.
• Communicates with patients, referral sources, UTMB physicians, and clinical staff regarding any obstacles to access or authorization.

Disposition

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

Skills & Abilities

• 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.
• Strong problem-solving abilities.

Primary Location: Galveston, Texas