Patient Services Specialist I Central & North Austin Area / Urgent Care

Patient Services Specialist 1

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 1, with direct oversight, provides administrative support in a physician office, clinic, or other area. This role assists patients to ensure high-quality, patient-centered care. Duties include patient relations, check-in and check-out, scheduling, insurance verification, and answering phones.

Essential Functions of the Role:

• Assists with patient duties, including relations, check-in, check-out, scheduling, insurance verification, and answering phones. Arranges follow-up visits and referral appointments.
• Assists with patient registration by collecting and verifying insurance information. Verifies patient demographics and enters changes into the computer system. Directs patients to appropriate waiting areas.
• Accepts payments for physician/clinic services according to established guidelines.
• Posts payments and enters charges into computer utilizing appropriate codes.
• Generates daily payment reports and verifies cash drawer against report.
• Provides accurate patient, medical, financial or procedural information to patients or approved outside entities.
• May be required to discuss financial arrangements with patients.
• Receives and directs phone calls. Assists patients and other visitors.
• Responds to routine inquiries concerning practice services, hours of operation, etc.
• Ensures any patient complaints are handled appropriately.
• Assists with medical records duties as requested.

Key Success Factors:

• Good listening, interpersonal and communication (oral and written), and professional, pleasant and respectful telephone etiquette.
• Ability to adapt communication style to suit different audiences. Empathetic listener, sensitive, upbeat, optimistic, articulate, gracious and tactful.
• Ability to promptly assess requests by using electronic and paper resource materials and correctly respond to patient inquiries.
• Ability to calm upset patients in a composed and professional demeanor.
• Excellent data entry, numeric, typing and computer navigational skills, with attention to details.
• Comfortable working in a fast paced, constantly changing and stressful environment.
• Patient-facing position focused on creating an exceptional patient experience through outstanding customer service and communication.
• Knowledge of medical insurance terminology, including copays, deductibles, and patient financial responsibilities, preferred.
• Previous medical office, urgent care, primary care, or healthcare customer service experience preferred.
• Demonstrated history of providing outstanding customer service in a fast-paced environment.
• Must be comfortable working collaboratively with providers, clinical staff, and front office team members in a team-oriented environment.

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

Qualifications:

• Education - H.S. Diploma/GED Equivalent
• Experience - Less than 1 Year of Experience