Ambulatory Service Representative - Pediatric ENT Audiology

CHRISTUS Health•San Antonio, TX

About The Position

The Ambulatory Access Center Representative is a key connection point for patients and families, providing phone-based access to pediatric primary, specialty, and surgical services. The role handles inbound and outbound calls to schedule appointments and coordinate care, while delivering compassionate, professional customer service and maintaining accurate patient registration and financial information. It performs complex administrative duties for patients needing routine or urgent appointments, procedures, tests, and related ancillary services in an ambulatory in/outpatient setting. The representative assesses patient needs, including financial counseling, interpreter services, and social services, and refers patients to the appropriate person or area. The role also alerts providers to emergent patient care needs.

Requirements

High school diploma or GED.
Proficiency with software and computer systems.
Knowledge of business office terminology and procedures.
Ability to multitask and work under stressful situations.
Effective written and verbal communication skills.
At least 1 year of customer service experience.

Nice To Haves

Experience with medical office terminology.

Responsibilities

Receive and direct phone calls from patients and physician offices.
Schedule patients with multiple providers and treatment areas, and arrange associated tests and procedures according to established guidelines and criteria.
Prioritize appointments to support optimum patient care and efficient use of clinical staff, equipment, and facilities.
Handle urgent patient care calls and alert providers to emergent symptoms and concerns as needed.
Schedule urgent care appointments as needed and as directed by physicians.
Greet patients arriving for scheduled or urgent appointments and procedures.
Confirm and verify patient demographic and insurance information.
Collect patient co-payments upon arrival when applicable.
Obtain patient or guardian consent signatures for treatment authorization and insurance or billing information.
Collaborate with insurers to obtain prior authorizations for procedures and tests as needed.
Follow insurer guidelines to obtain pre-authorization, pre-certification, and physician referrals before patient visits.
Verify eligibility for procedures or tests with various health care institutions.
Review and audit billing discrepancy reports and research errors for resolution.
Maintain accurate and timely records, logs, charges, files, and related information.
Perform administrative and clerical duties, including retrieving files and records, faxing, collating, data entry, and relaying messages to physicians, residents, and staff.
Prepare special reports or spreadsheets for physicians as requested.
Comply with departmental policies, procedures, objectives, and health and safety regulations and requirements.
Contribute to a respectful environment of professionalism, tolerance, and acceptance toward employees, patients, and visitors.
Perform other duties as required.