Patient Services Specialist III - Surgery Scheduling

Patient Services Specialist 3

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

The Patient Services Specialist 3 offers advanced administrative support in a physician's office, clinic, or other area. This role ensures high-quality, patient-centered care. This senior position handles complex tasks and escalations. It assists the supervisor in training staff and serves as a backup supervisor when needed.

Essential Functions of the Role:

• Assists in the hiring process and serves as a peer interviewer.
• Performs all duties associated with patient relations, check-in or check-out, scheduling, insurance verification and answering phones.
• Serves as a professional in handling more complex tasks and responding to escalated issues.
• Participates in process improvements initiatives. Facilitates or guides team meetings. Attends huddles, tracks metrics and maintains huddle boards.
• Mentors and trains staff in processes and procedures.
• Provides training on applications, website and other resource access.
• Monitors team members' participation to ensure the training provided is being utilized and if any additional training is needed.
• Serves as backup to the supervisor when absent, as required. Assists the supervisor in managing schedules, assigning tasks, and following up on work results.
• Monitors and arranges for facility and equipment maintenance and repairs, as needed and in conjunction with the Manager or Supervisor.
• Performs quality assurance audits.
• Orders supplies as requested.

Key Success Factors:

• Excellent listening, interpersonal, and communication skills, both oral and written. Professional, pleasant, and respectful telephone etiquette. Ability to adapt communication style for different audiences.
• Empathetic listener, sensitive, upbeat, optimistic, articulate, gracious and tactful.
• Knowledge of patient registration procedures and documentation.
• Knowledge of medical insurance claims procedures and documentation. Needs to have thorough understanding of the Out of Network process.
• Skilled in the use of personal computers and related software applications.
• Skilled in preparing and maintaining patient records.
• Ability to examine unpaid third-party claims and delinquent accounts to establish appropriate follow-up actions to ensure payment.
• Ability to mentor and train staff.
• Advanced Patient Services experience with surgery scheduling, referral management, insurance authorizations, and medical clearances, preferably in a specialty clinic setting.
• Strong scheduling and multitasking skills with the ability to effectively prioritize work and thrive in a fast-paced environment with competing demands.
• Excellent customer service and communication skills with healthcare office/clinic experience and the flexibility to support multiple clinic locations as needed.

We believe that all people should feel welcomed, valued and supported.

Qualifications:

• EDUCATION - H.S. Diploma/GED Equivalent
• EXPERIENCE - 2 Years of Experience

Baylor University Medical Center