The Patient Services Specialist 3 provides a wide range of advanced-level administrative support services in a physician office, clinic or other operational area that assists patients, to ensure high quality, patient-centered care. This senior level position handles more complex tasks and escalations, assists the supervisor in training staff, and serves as a backup supervisor in his or her absence.
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 an expert in handling more complex tasks and responding to escalated issues. Participates in process improvements initiatives. Facilitates or leads 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 supervisor in his or her absence, as required. Assists the supervisor in managing schedules, assigning employees 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 (oral and written) skills, 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. 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 analyze unpaid third-party claims and delinquent accounts to determine appropriate follow-up actions to ensure payment. Ability to mentor and train staff.
Our competitive benefits package includes the following - Immediate eligibility for health and welfare benefits - 401(k) savings plan with dollar-for-dollar match up to 5% - Tuition Reimbursement - PTO accrual beginning Day 1 Note: Benefits may vary based upon position type and/or level
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!
To improve the patient experience by providing health care providers; patients and their families; and others with information, education, networking opportunities, and related resources focused on best practices.