Access Services Rep 2 - PT, Evenings (6p-10p, M-F)

Baylor Scott & White Health•Cedar Park, TX

About The Position

The Access Services Representative 2 collects accurate demographic and insurance information to register patients, verifies insurance benefits, and collects patient financial responsibilities. The representative cross-trains and works in assigned areas and serves as a mentor or trainer for peers. The role involves conducting patient interviews and documenting information for registration, insurance verification, precertification, and billing. It also includes supporting patient flow, coordinating with departments about delays and schedule changes, and identifying process improvements that support revenue cycle functions and the patient experience. Depending on department needs, cashiering may account for much of the work. Representatives may work at multiple areas or locations as assigned. The position requires communicating with patients and families in stressful and emotional situations while maintaining empathy, professionalism, and strong customer service. Representatives also assist patients with directions or mobility needs and escalate potential service issues when necessary.

Requirements

High school diploma or GED equivalent.
Two years of healthcare or customer service experience, or education equivalency.
Good listening, interpersonal, and communication skills, with professional, pleasant, and respectful telephone etiquette.
Ability to maintain a professional demeanor in stressful and emotional environments, including situations involving crime, behavioral health, suffering patients, and life-or-death circumstances.
Ability to communicate empathetically with patients and families during trauma and provide exceptional customer service.
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 data for registration, insurance verification, precertification, and billing.
Understand patient flow processes in each assigned area.
Identify process improvement opportunities that support teamwork, revenue cycle functions, and the patient experience.
Communicate with other areas and departments about patient delays and schedule changes.
Verify patient eligibility for insurance coverage and benefit levels for services.
Calculate and collect patient liability according to financial clearance policies, including for existing or bad debt accounts.
Establish patient liability, advise patients of deposit requirements, and negotiate payment arrangements when necessary and in accordance with policy.
Perform cashiering duties when assigned, following established policies and procedures.
Assist patients with directions, personal escort, or medical mobility assistance such as wheelchairs.
Escalate potential service issues to management when necessary.
Comply with order validation, cash policy, government payor, and patient safety requirements, including proper patient identification.
Conduct formal, documented training and serve as a resource to others.
Accept new responsibilities identified by leadership and perform revenue cycle duties at multiple areas or locations as assigned.