Ambulatory Services Rep II
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 position works with patients, families, clinic staff, providers, and Business Services to support clinic operations and a professional, timely, age-appropriate, and culturally sensitive patient experience. 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 procedures, obtain and verify patient demographic data, and ensure necessary patient forms are provided and completed.
- Help orient patients to the virtual visit process and ensure 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 appointment date, time, location, and required preparation 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 professionally, promptly, and in an age-appropriate and culturally sensitive manner; 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 optimal patient flow.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
