Ambulatory Services Rep II

Texas Children's Hospital•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 patient registration, scheduling, check-in, and check-out, and helps patients prepare for visits. It also verifies insurance benefits, obtains referrals and authorizations, collects payments, and supports efficient patient flow. The position welcomes and assists patients, families, and visitors in a professional, timely, age-appropriate, and culturally sensitive manner. It supports clinic operations through administrative and office tasks, charge processing, communication, and participation in performance improvement activities. 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 ensure required patient forms are provided and completed.
Orient patients to virtual visits 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; communicate appointment details and preparatory information to patients and families.
Verify insurance benefits, obtain authorizations, confirm insurance referrals, and follow up on pending precertifications and benefits using system work queues.
Collect 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 departmental closing procedures.
Investigate rejected charges, collaborate with Business Services to resolve denials, and work with leadership to help prevent future denials.
Interact with patients, families, and visitors professionally, promptly, and in an age-appropriate and culturally sensitive manner; ensure interpreter services are available and provide customer service recovery 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.
Undergo respiratory fit testing in compliance with occupational health and safety standards.