About this role
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.
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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.
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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.
- Brings recent Epic experience and is comfortable navigating complex scheduling and patient-access workflows.
- Serve as an experienced resource to Patient Services staff, providing day-to-day workflow guidance and addressing accuracy concerns professionally.
- Demonstrate exceptional attention to detail while managing multiple priorities, frequent workflow changes, and complex scheduling needs.
- Provide flexible operational support, including back-office responsibilities, front-desk coverage, and assistance with Convenient Care workflows as needed.
- Ideal candidates will have recent Epic and healthcare administrative experience, strong communication skills, initiative, dependability, and the confidence to provide peer guidance.
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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