Ambulatory Services Rep II

Texas Children's Hospital•Austin, TX

14h

About The Position

At our company, our mission starts with our people. Guided by our HEART values—Humility, Excellence, Accountability, Respect, and Trust—we strive to create a workplace where teammates feel valued, supported, and empowered to do their best work every day. As an Ambulatory Services Representative II, you’ll provide customer service as the first point of contact for patients, providers, and staff accessing virtual and in-person ambulatory clinics. You’ll coordinate registration, scheduling, check-in, and check-out while helping patients prepare for their visits. You’ll also verify insurance benefits, obtain referrals and authorizations, collect payments, and support efficient patient flow. Think you’ve got what it takes?

Requirements

High school diploma or GED required
2 years of customer service experience OR 2 years of clerical, medical office, or business experience in a healthcare environment required

Responsibilities

Perform patient registration procedures, obtain and verify patient demographic data, and ensure all necessary patient forms are provided and completed
Help orient patients to the virtual visit process and ensure the necessary technology is set up when applicable
Communicate with patients, staff, and providers regarding patient arrivals, delays, clinic processes, and appointment changes
Schedule and confirm appointments, coordinate referrals and rescheduling, and communicate the date, time, location, and required preparatory information to patients and families
Verify insurance benefits, obtain authorizations, confirm receipt of insurance referrals, and use system work queues to follow up on pending precertifications and benefits
Collect appropriate upfront fees, refer patients with inadequate funding to the financial counselor, and serve as a clinic and family resource regarding managed care questions
Enter, batch, and reconcile charges daily, prepare deposits, and complete closing procedures according to departmental processes
Investigate rejected charges, collaborate with Business Services to resolve denied charges, and work with leadership to prevent future denials
Welcome and interact with patients, families, and visitors in a professional, timely, age-appropriate, and culturally sensitive manner, ensure interpreter services are available, and implement customer service recovery measures when needed
Provide basic office support, follow up on missing medical records, and assist healthcare providers with clinical data management and administrative duties
Participate in performance improvement activities, maintain departmental statistical information and time and attendance records, and provide coverage as needed
Support efficient patient throughput in exam rooms, investigate prolonged wait times, and participate in clinic huddles to plan optimal patient flow
As part of our commitment to maintaining a safe and healthy workplace, all successful candidates will be required to undergo respiratory fit testing in compliance with occupational health and safety standards.