Access Services Rep I

Baylor Scott & White Health•Grapevine, TX

About The Position

The Access Services Representative 1 obtains accurate patient demographic and insurance information to support patient registration, insurance benefit verification, and collection of patient financial responsibilities. The role conducts and documents patient interviews; registers patients across multiple locations and department areas; verifies eligibility and benefits; establishes patient liability; and explains or negotiates payment arrangements. It may include cashiering duties and assisting patients with directions, escorts, or mobility support such as wheelchairs. The representative coordinates with other departments about patient delays and schedule changes, follows requirements for order validation, cash handling, government payors, and patient identification, and escalates potential service issues to management. The role calls for professional communication, empathy, strong customer service, and the ability to manage changing priorities in a stressful healthcare environment.

Requirements

High school diploma or GED equivalent.
Less than one year of experience.
Good listening and communication skills and professional telephone etiquette.
Ability to maintain a professional demeanor in stressful and emotional situations.
Empathy and effective communication with patients and families during trauma; exceptional customer service skills.
Ability to manage multiple, changing priorities effectively and in an organized manner.
Excellent data entry, numeric, typing, and computer navigation skills.
Basic computer skills and Microsoft Office.

Responsibilities

Conduct and document patient interviews to obtain demographic and financial information for registration, insurance verification, precertification, and billing.
Register patients at multiple locations and in different department areas, understanding patient flow in each area.
Identify process improvement opportunities that support teamwork, improve revenue cycle functions, and enhance the patient experience.
Communicate with other areas and departments about patient delays and schedule changes.
Verify patient insurance eligibility and benefit levels for services.
Calculate and collect patient dues according to financial policies; establish patient liability, advise on deposit requirements, and negotiate payment arrangements as needed.
Perform cashiering duties when required, following established policies and procedures.
Provide directions, personal escorts, and medical mobility assistance such as wheelchairs when applicable.
Follow requirements for order validations, cash policy, government payors, and patient safety, including proper patient identification.
Escalate potential service issues to management when necessary.