Patient Services Specialist I - Outpatient, PCP Galveston

The University of Texas Medical Branch; Galveston (TX); On-site; USD 32,000 - 38,000; Full time

Job summary

The University of Texas Medical Branch is seeking a Patient Services Specialist I to enhance the patient experience by coordinating clerical and medical activities, handling patient registration, and facilitating access to UTMB services for new and returning patients.

The role emphasizes delivering excellent customer service, collaborating with the care team, and ensuring accurate information flow while maintaining patient confidentiality and compliance with departmental policies.

Qualifications

• Associate degree and no experience; equivalent education/experience may be considered.

Responsibilities

• Provides high level customer service in all interactions with internal and external customers.
• Interacts professionally with patients, physicians, referral sources, and treatment team.
• Answers calls accurately and with exceptional service; documents and triages calls for patient safety and satisfaction.
• Maintains patient confidentiality in handling information via email, computer, fax and mail.
• Escalates issues as needed and acts as patient advocate across departments.

Skills

Customer service

Communication

Problem solving

Data analysis

Education

Associate degree

Tools

Excel

Word

Database management

Job description

Education & Experience

Associate degree and no experience. An equivalent combination of education and experience relevant to the role may be considered for this position.

Minimum Qualifications

Education & Experience

Associate degree and no experience. An equivalent combination of education and experience relevant to the role may be considered for this position.

License, 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 their employment in this position.

Preferred Qualifications

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

Job Summary

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.

Essential Job Functions

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/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.

Equal Employment Opportunity

UTMB Health strives to provide equal opportunity employment without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, genetic information, disability, veteran status, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. As a Federal Contractor, UTMB Health takes affirmative action to hire and advance protected veterans and individuals with disabilities.

Primary Location

United States-Texas-Galveston

Work Locations

0596 - John Sealy Annex

Job

Clerical & Administrative Support

Shift

Standard

Employee Status

Non-Manager

Job Level

Day Shift