PATIENT ACCESS REP II job at UT Southwestern Medical Center, Dallas, TX (2024)

Patient Access Rep II

5:30am – 2:00pm

Outpatient Surgery Center

Position Summary

The Patient Access Representative II directly interacts with patients on the phone and/or in person under general supervision to perform moderately complex medical front office business operations in an in a hospital or hospital based clinic location. They maintain a patient centered attitude at all times, demonstrating compassion and empathy for patients and their families. They work as part of an elite team to support UT Southwestern operations and initiatives. They may be required to travel to both on and off-campus locations. This position offers a career ladder based on progressive responsibilities and performance.

Minimum Qualifications

EDUCATION/EXPERIENCE

• High school diploma or GED required
• 2-4 years’ experience in a customer service setting preferred
• 3 years’ experience in a clinical/medical office setting preferred
• Internal Applicants: 6 months’ experience as a Patient Access Representative I or 6 months’ experience as a CSA I
• External Applicants: 6 months’ experience in entry-level registration in an EPIC environment.

Job Duties

1. Pre-register/Register patients for scheduled/unscheduled services, inpatient/outpatient procedures within all applicable hospital based areas.
2. Interview patient(s) and/or their representative at workstation or bedside to obtain demographic/insurance information or verify information already on file. All registrations performed utilizing available up to date technology (i.e. carts/workstation on wheels, tablets, etc)
3. Obtain copies of necessary identification and insurance cards.
4. Document appropriate information in the registration system based upon departmental documentation standards.
5. Accurate and timely deployment of legal and compliance consent forms and documents.
6. Initiates the Advance Directive process when applicable.
7. Ensures all patients are continually informed of their visit status when services are delayed.
8. Initiate, obtain and/or update insurance verification as appropriate for patient services.
9. Coordinate accurate patient data to determine financial obligation. Collection of insurance co-payments, deductible amounts, self-pay deposits and patient balances from the patient/guarantor. Request full or partial payment for services rendered according to collection policies.
10. Follows all guidelines set forth in the Cash Handling policy. Produce paperwork on each patient for distribution to appropriate departments.
11. Obtain ABN’s and/or non-covered notice forms when applicable.
12. Learn and maintain up to date knowledge of registration system user operations, front line workflows and policies and procedures
13. Deliver superior customer service, representing UT Southwestern in a positive and professional manner to patients, colleagues and the community following AIDET guidelines.
14. Greets and direct/escort patients and/or visitors to appropriate location, providing information as needed or obtain transport assistance.
15. Build rapport and effective communication with internal and external team members to ensure best outcomes for the patient(s) in our care
16. Maintain neatness of waiting area and assigned workspace; keeps area stocked with pamphlets and other materials as appropriate. Ensure adequate inventory of items necessary for day-to-day functions of assigned registration location, such as office supplies and patient forms.
17. Release patient records as needed.
18. Knowledge of various regulatory agencies: The Joint Commission, Center for Medicare and Medicaid Services, State & Federal Laws, Hospital/Departmental Policies.
19. Meet established department productivity, collections and quality standards.
20. Meets/exceeds performance expectations and completes work within the required timeframe.
21. Protects the privacy and security of patient health information to ensure that confidentiality is maintained. Adheres to HIPAA guidelines when contacting patient.
22. Work with physician offices, insurance verification, financial counseling and/or patients when an insurance issue becomes apparent
23. Coordinates with case management, physician’s office and/or ancillary department regarding any additional information needed on their part to obtain pre-certification and insurance benefits
24. Practice and adhere to the “Code of Conduct” philosophy, Core Values and “Mission and Value Statement”
25. Search MPI completely to ensure that we are using the correct medical record number. Notify HIM for any duplicate unit numbers
26. Performs other related duties and projects as assigned. This job description should not be considered an exhaustive listing of all duties and responsibilities performed in this position. Our practice encourages all employees to develop personal and professional goals for themselves and will provide opportunities for continued growth and development.
27. Maintains a patient centered attitude at all times, demonstrating compassion and empathy for patients and their families.
28. ACD Line- monitor and appropriately direct calls and/or assist as necessary.
29. RightFax- monitor and complete registrations/direct faxes as needed.

Level Specific Duties

30. Understand/explain policies regarding services, pricing, insurance billing, and payment of account.-

31.Monitors the correct patient work queue for multiple departments.

32. Cross-trained to register patients in 2 registration areas that are not their home department and/or 2 Patient Access functionalities.

Patient Access Functionalities Registration Areas

Cashier a. Lab

Scheduling b. Imaging

Insurance Verification c. CUH Main Admissions

Financial Counseling d. Zale Admissions

e. OSC Admissions

f. ED Admissions

33. Schedule walk-in/patient appointments for the primary location if applicable.

KNOWLEDGE, SKILLS, & ABILITIES

• Good general health and stress coping ability.
• Ability to speak and hear to allow discussions with patients, co-workers and public
• Light lifting (requires lifting 20 lbs, with frequent carrying of up to 20 lbs)
• Possess near vision acuity for accurate reading of computer screens
• Basic computer data entry and typing skills
• Excellent written and oral communication skills
• Excellent internal and external customer service skills
• Ability to work with confidential information on a daily basis
• Effective and Efficient Problem Solving
• Ability to read and write effectively
• Ability to multitask
• Type minimum of 35 wpm
• Understand and follow established policies and procedures
• The use of initiative, strong independent judgement, and resourcefulness are inherent in the job
• Ability to be virtually self-supervising
• Ability to interact with departmental management and communicate effectively in all patient and department interactions
• Experience with Microsoft Office and Outlook
• Experience with general office equipment (fax, copier, etc.)

The following is the acronym, “PACT”, and is fundamental to all non-clinical positions at UT Southwestern Medical Center:

P-Problem Solving: Employees take ownership in solving problems effectively, efficiently, and to the satisfaction of customers, or managers. They show initiative in addressing areas of concern before they become problems.

A-Ability, Attitude and Accountability: Employees exhibit ability to perform their job and conduct themselves in a professional and positive manner reflecting a professional environment readily assuming obligations in a dependable and reliable manner.

C-Communication, Contribution, and Collaboration: Who are our Customers? Anyone who requests our help, needs our work product, or receives our services. Employees focus on customer service with creative solutions while improving the customer experience through clear, courteous, and timely delivery and communication. Sharing ideas with others helps expand our contribution to department goals.

T-Teamwork: Employees work to contribute to the department’s success by supporting co-workers, promoting excellence in work product and customer service, and in maintaining a satisfying, caring environment for each other.

WORKING CONDITIONS

Work is performed while sitting in an office environment, at the patient bedside via workstation on wheels or tablet and/or Kiosk.

This position offers a career ladder based on progressive responsibilities and performance.

Any qualifications to be considered as equivalents in lieu of stated minimums require prior approval of the Vice President for Human Resources Administration, or his/her designee.

This position is security-sensitive and thereby subject to the provisions of Texas Education Code §51.215.

UT SouthwesternMedical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community.  As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.