Patient Services Specialist

Patient Services Specialist I - Hematology & Oncology (Galveston) **Galveston, Texas, United States** Clerical & Administrative Support UTMB Health Requisition # 2605132 **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. **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, full-time, 40 hours per week. **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. Compensation