Ambulatory Services Rep II Lake Houston Campus

UnitedHealth Group • Humble, TX

1d • $18 - $32

About The Position

The Ambulatory Services Rep II (ASR II) assists patients in a friendly and courteous manner and performs check-in and check-out functions, including registration and cashiering. The role maintains a neat, professional appearance and an organized work area while supporting a caring, efficient patient experience.

The ASR II provides front-desk support, including processing patients in Epic, collecting payments, maintaining accurate patient and insurance information, scheduling appointments, and handling patient inquiries. The role also answers and directs calls under PBX procedures, manages messages and call forwarding, and performs daily cash-control and reconciliation procedures. Other duties may be assigned by the site manager.

Requirements

• High school diploma or GED.
• At least 1 year of direct, face-to-face customer service experience.
• At least 1 year of cash-handling or collections experience.
• At least 6 months of experience in a customer-facing role within a medical office, healthcare setting, or other service-related industry; alternatively, 1 year as a KSC ASR I with 6 months of ASR II cross-training and successful completion of Epic Front Desk Training; or 1 year of KSC CBO, Managed Care, or Contact Center experience.
• Experience using computers and Windows-based software, including Word and Excel.
• Excellent verbal and written communication skills.
• Basic math ability.
• Knowledge of customer-service principles and practices.
• Ability to maintain strict confidentiality of personal and health-sensitive information, handle challenging situations effectively, and balance multiple priorities.
• Fluent verbal and written English.
• Professional demeanor, appearance, and grooming.

Nice To Haves

• At least 2 years of experience in a physician, hospital, or medical-office environment, including patient registration, appointment scheduling, or medical billing.
• At least 2 years of insurance and/or managed-care experience, including insurance verification and the ability to identify, understand, and communicate plan details to patients with HMO, PPO, EPO, Medicare Advantage, and other plans.
• At least 1 year of cash-handling or collections experience in a medical-office setting.
• At least 2 years of direct, face-to-face customer service experience.
• EMR or Epic experience.
• Basic calculator skills.
• Bilingual English/Spanish.

Responsibilities

• Interact collaboratively with patients and healthcare team members to support excellent customer service, satisfaction, mutual respect, and an efficient team environment.
• Assist patients with front-desk processing, communicate wait times, answer questions or refer patients to the appropriate department, and help complete clinic forms and paperwork.
• Update patient demographics and insurance information in Epic; obtain corporate account or Workers’ Compensation information and ensure proper billing and reporting.
• Process patient check-in and check-out in Epic, including registration, immediate charge entry, fee collection, and issuing receipts.
• Collect fees, co-pays, deductibles, and co-insurance amounts as determined and documented by financial review personnel.
• Reconcile Epic transactions within 48 hours of the date of service to ensure accurate charge capture and closure of revenue-generating patient encounters.
• Register new patients, including name searches, pseudo number conversion, account setup, entry of insurance and demographic information, and scanning insurance cards into Epic.
• Schedule appointments in accordance with clinic standards, arrange ancillary appointments and provide necessary instructions or preparation information, and confirm future appointments one day in advance or as directed by site management.
• Answer, screen, and direct incoming calls according to PBX standards; assist callers or refer them to the appropriate person or department.
• Report internal and external complaints promptly to the Coordinator, Supervisor, or Clinic Administrator.
• Activate and cancel call forwarding to and from the Contact Center at scheduled times; take complete and concise messages and maintain an updated list of physician, departmental, and internal extensions.
• Perform cash-control procedures, including opening cash-drawer accounting and end-of-day balancing.
• Maintain a professional appearance and grooming and an organized work area.
• Perform other duties assigned by the site manager.

Benefits

• Comprehensive benefits package, subject to eligibility requirements.
• Incentive and recognition programs, subject to eligibility requirements.
• Equity stock purchase, subject to eligibility requirements.
• 401(k) contribution, subject to eligibility requirements. Hourly pay is $18.00 to $32.00 based on full-time employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED