Patient Services Specialist II - UHC 4th Floor Medicine Specialties (Galveston)

About the role

The Patient Services Specialist II has advanced skills and is proficient in independently maintaining 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, patient registration activities, and facilitates access to services for new and returning patients.

Responsibilities

• Lead Responsibilities:
  • Function as a team leader and provide peer guidance.
  • Effectively triage problems and understand clinic flow to maximize usage and meet patient needs.
• Customer Service:
  • Provide high-level customer service in all interactions with internal and external customers, including patients, physicians, and referral sources.
  • Answer calls accurately with exceptional customer service, ensuring caller needs are met and information is documented and triaged appropriately.
  • Act as a patient advocate and liaison with various departments to meet mutual goals.
  • Maintain patient confidentiality and address patient concerns, providing service recovery as needed.
• Scheduling:
  • Apply clinical entity policies to schedule appointments and coordinate financial counseling for day surgery.
  • Complete reminder calls for scheduled appointments.
  • Educate patients on billing processes, third-party benefits, and provide out-of-pocket cost estimates.
  • Counsel patients about unpaid bills and obtain future appointments for follow-ups, referrals, and ancillary services.
• Arrival & Registration:
  • Arrive patients, prepare paperwork, and receipt all monies collected.
  • Verify, ensure eligibility, and pre-register patients by obtaining demographics and third-party coverage at every encounter.
  • Obtain and document information required for third-party reimbursement and ensure compliance with Medicare and third-party coverage.
  • Communicate with patients, referral sources, and clinical staff regarding obstacles to access or authorization.
• Disposition:
  • Fully disposition each patient within the designated timeline.
• Additional Duties:
  • Perform related duties as required and adhere to internal controls.
  • Read relevant communications and complete annual competency-based training.
  • Prioritize and complete work accurately and efficiently.
  • Secure confidential information and properly dispose of printed patient data.
  • Participate in team meetings and support departmental goals.

Requirements

• Associate’s degree and one year of clerical or customer service experience. An equivalent combination of education and experience may be considered.
• 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.

Skills

• Proficient in PC use, including Excel, Word, and database management.
• 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.
• Ability to problem-solve.

Working Environment

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

Schedule

Onsite at the Galveston UHC location, Monday - Friday, 8:00 a.m. - 5:00 p.m. Additional hours, including evenings and weekends, may be required based on clinic operational needs.