Ambulatory Services Rep II

Texas Children's Medical Center•Austin, TX

About The Position

The Ambulatory Services Representative II provides customer service as the first point of contact for patients, providers, and staff accessing virtual and in-person ambulatory clinics. The role coordinates registration, scheduling, check-in, and check-out, and helps patients prepare for visits. Responsibilities also include verifying insurance benefits, obtaining referrals and authorizations, collecting payments, and supporting efficient patient flow. The representative welcomes and assists patients, families, and visitors in a professional, timely, age-appropriate, and culturally sensitive manner. The role supports virtual visit technology and interpreter access, helps resolve customer service concerns, provides administrative and office support, and contributes to performance improvement and clinic operations. Successful candidates must undergo respiratory fit testing in compliance with occupational health and safety standards.

Requirements

High school diploma or GED.
Two years of customer service experience, or two years of clerical, medical office, or business experience in a healthcare environment.

Responsibilities

Perform patient registration, obtain and verify demographic information, and provide and complete required patient forms.
Orient patients to the virtual visit process and ensure necessary technology is set up when applicable.
Communicate with patients, staff, and providers about arrivals, delays, clinic processes, and appointment changes.
Schedule and confirm appointments; coordinate referrals and rescheduling; and communicate appointment details and preparation information to patients and families.
Verify insurance benefits, obtain authorizations, confirm receipt of insurance referrals, and follow up on pending precertifications and benefits using system work queues.
Collect appropriate upfront fees, refer patients with inadequate funding to a financial counselor, and answer managed care questions as a clinic and family resource.
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 professionally, promptly, and with age-appropriate and culturally sensitive service; ensure interpreter services are available and use 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 patient throughput in exam rooms, investigate prolonged wait times, and participate in clinic huddles to plan patient flow.
Undergo respiratory fit testing in compliance with occupational health and safety standards.