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

EDUCATION & EXPERIENCE: Minimum Qualifications: * Associate's degree and no experience. An equivalent combination of education and experience relevant to the role may be considered for this position. Preferred Qualifications: * Previous experience in patient scheduling. * Previous experience working in a clinic or medical office front desk setting. LICENSES, REGISTRATIONS OR CERTIFICATIONS: Required: 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. 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. Marginal or Periodic Functions: * Performs related duties as required. * Adheres to internal controls established for department. * Reads all OSA Announcements and relevant communications relating to job duties. * Successfully completes competency-based training and testing on an annual basis. * Prioritizes and completes all work in an accurate, effective, and efficient manner. * Locks office and secures files containing money or confidential information when away from workstation. * Properly disposes of printed patient information, logs off computer when leaving workstation and keeps passwords confidential. * Participates in team meetings/activities and supports the philosophy and goals of the team/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. WORKING ENVIRONMENT/EQUIPMENT: * Standard hospital, clinical, and/or office environments. * Standard office equipment. SALARY RANGE: Actual salary commensurate with experience. WORK SCHEDULE: On-site, Monday through Friday, 8:00 am to 5:00 pm. 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.