Access Services Rep 2

Baylor Scott & White Health•Mckinney, 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 role cross-trains and works in all assigned areas and serves as a mentor or trainer for peers. The representative conducts patient interviews and documents demographic and financial data for registration, insurance verification, precertification, and billing. They understand patient flow processes, identify opportunities to improve revenue cycle functions and the patient experience, and coordinate with other departments about patient delays and schedule changes. The role may include cashiering responsibilities and performing revenue cycle duties across multiple assigned areas or locations. The representative helps patients reach nursing units by providing directions, personal escort, or mobility assistance such as wheelchairs. They follow requirements for order validation, cash handling, government payors, and patient safety, including proper patient identification. They also provide formal, documented training and serve as a resource to others.

Requirements

High school diploma or GED equivalent.
Two years of healthcare or customer service experience, or an 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 situations, including crime, behavioral health, patient suffering, and life-or-death situations.
Ability to communicate empathetically and provide exceptional customer service to patients and families during trauma.
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 collect 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 and improve revenue cycle functions and the patient experience.
Communicate with other areas and departments about patient delays and schedule changes.
Verify insurance eligibility 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 under policy.
Perform cashiering duties when assigned, following established policies and procedures.
Provide directions, personal escort, or mobility assistance such as wheelchairs to help patients reach nursing units.
Escalate potential service issues to management when necessary.
Follow compliance requirements for order validation, cash policy, government payors, and patient safety, 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 in multiple areas or locations as assigned.
Cross-train and work in all assigned areas; serve as a mentor or trainer for peers.