Patient Services Specialist I - Radiology, OSA / Receptionist (Galveston)

About the role

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.

Minimum Qualifications

• Associate’s degree and no experience
• An equivalent combination of education and experience relevant to the role may be considered

Licenses, Registrations or Certifications

• 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 employment in this position

Responsibilities

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 and 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

Schedule

On-site, Galveston campus. Monday through Friday, hours between 6:00 AM – 8:00 PM.