Ambulatory Services Rep II - Radiology

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 their visits. Responsibilities also include verifying insurance benefits, obtaining referrals and authorizations, collecting payments, and supporting efficient patient flow. The regular shift is Monday through Friday, 6:30 AM to 3:00 PM, with occasional Saturday coverage required. Successful candidates must undergo respiratory fit testing in compliance with occupational health and safety standards.

Requirements

High school diploma or GED required.
Two years of customer service experience, or two years of clerical, medical office, or business experience in a healthcare environment required.
Successful candidates must undergo respiratory fit testing in compliance with occupational health and safety standards.

Responsibilities

Perform patient registration, obtain and verify demographic information, and provide required patient forms.
Orient patients to the virtual visit process and help 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 instructions to patients and families.
Verify insurance benefits, obtain authorizations, confirm receipt of insurance referrals, and follow up on pending precertifications and benefits through system work queues.
Collect appropriate upfront fees, refer patients with inadequate funding to the financial counselor, and answer managed care questions as a clinic and family resource.
Enter, batch, and reconcile charges daily; prepare deposits; and complete departmental closing procedures.
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, age-appropriately, and with cultural sensitivity; 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 efficient patient throughput in exam rooms, investigate prolonged wait times, and participate in clinic huddles to plan patient flow.