Patient Services Specialist III – Virtual Referral Coordinator (Behavioral Health)

About Us

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.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• 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.

Job Summary

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.

• Experiencecoordinatingpatientreferrals,authorizations,andspecialtycareschedulinginahealthcaresetting.

• PreviousexperiencesupportingBehavioralHealth,MentalHealth,orrelatedspecialtyservicesstronglypreferred.

• ExperienceusingEpicforscheduling,patientcommunication,referralmanagement,anddocumentationpreferred.

• Demonstratedsuccessprovidingexceptionalcustomerserviceandpatientsupportinafast-pacedenvironment.

• Comfortableworkinginahybridandvirtualcareenvironmentwithlimitedsupervision.

Belonging Statement

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

QUALIFICATIONS

• EDUCATION - H.S. Diploma/GED Equivalent

• EXPERIENCE - 2 Years of Experience

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.