Patient Services Specialist III – Oncology & Hematology

About Us

Baylor Scott & White Health is the largest not-for-profit healthcare system in Texas, dedicated to promoting the well-being of individuals, families, and communities. Our core values include serving faithfully, striving for excellence, supporting one another, and making a meaningful impact through initiative and exceptional experiences.

About the Role

The Patient Services Specialist 3 provides advanced administrative support in a physician's office, clinic, or other healthcare setting, ensuring high-quality, patient-centered care. This senior role handles complex tasks, escalations, and assists the supervisor in training staff, serving as a backup supervisor when needed.

Responsibilities

• Assists in the hiring process and serves as a peer interviewer.
• Performs patient relations duties, including check-in/check-out, scheduling, insurance verification, and phone support.
• Handles complex tasks and responds to escalated issues professionally.
• Participates in process improvement initiatives and facilitates or guides team meetings.
• Attends huddles, tracks metrics, and maintains huddle boards.
• Mentors and trains staff on processes, procedures, and resource access.
• Monitors team members' participation to ensure training is utilized and identifies additional training needs.
• Serves as backup to the supervisor, managing schedules, assigning tasks, and following up on work results.
• Monitors and arranges facility and equipment maintenance and repairs.
• Performs quality assurance audits and orders supplies as requested.

Requirements

• High school diploma or GED equivalent.
• Minimum of 2 years of relevant experience.
• Knowledge of patient registration procedures and documentation.
• Understanding of medical insurance claims procedures, including the Out of Network process.
• Proficiency in personal computers and related software applications.
• Experience preparing and maintaining patient records.
• Ability to examine unpaid third-party claims and delinquent accounts to establish follow-up actions.
• Strong organizational skills, attention to detail, and ability to document information accurately in electronic systems.

Skills

• Excellent listening, interpersonal, and communication skills (oral and written).
• Professional, pleasant, and respectful telephone etiquette.
• Ability to adapt communication style for different audiences.
• Empathetic, sensitive, upbeat, optimistic, articulate, gracious, and tactful.
• Service-oriented with a passion for helping cancer patients and their families.
• Quick thinker who can adapt to changing priorities and solve problems independently.
• Reliable team player demonstrating professionalism, accountability, and compassion.
• Previous experience in oncology, cancer care, infusion, or specialty clinic settings is preferred.
• Experience supporting patients with complex care needs and coordinating multiple appointments across departments.
• Familiarity with medical terminology, insurance verification, and healthcare scheduling workflows.
• Proficient with healthcare technology, scheduling systems, and Microsoft Office applications.
• Ability to build trust with patients through excellent customer service and clear communication.

Benefits

• Immediate eligibility for health and welfare benefits.
• 401(k) savings plan with dollar-for-dollar match up to 5%.
• Tuition reimbursement.
• Paid time off (PTO) accrual beginning on Day 1.

Note: Benefits may vary based on position type and/or level.