ASR II: Kelsey-Seybold Clinic-Fort Bend Campus

UnitedHealth Group•Sugar Land, TX

2d•Onsite

About The Position

The ASR II supports front desk operations at Kelsey-Seybold Clinic’s Fort Bend Campus, helping patients move through check-in, check-out, registration, and appointment scheduling efficiently and accurately. The role provides courteous assistance, answers questions or directs patients to the appropriate person or department, communicates wait times, and helps patients complete required forms. It updates patient demographics and insurance information in Epic and supports accurate billing, reporting, charge entry, and revenue capture. The position collects and receipts applicable fees, co-pays, deductibles, and co-insurance; registers new patients and sets up accounts; schedules clinic and ancillary appointments; provides preparation instructions when needed; and confirms upcoming appointments according to clinic procedures. It also performs Epic reconciliation within 48 hours of service and carries out other duties assigned by the site manager. The role emphasizes positive patient and peer relationships, teamwork, confidentiality, and a professional, caring environment.

Requirements

High school diploma or GED, or equivalent experience.
At least 1 year of direct, face-to-face customer service experience.
At least 1 year of cash handling or collections experience.
At least 6 months of experience in a customer-facing role in a medical office, healthcare setting, or other service-related industry; alternatively, 1 year as a KSC ASR I with 6 months of ASR II cross-training and successful completion of Epic Front Desk Training; or 1 year of KSC CBO, Managed Care, or Contact Center experience.
Experience with computers and Windows-based software, including Word and Excel.
Excellent verbal and written communication skills.
Basic math ability.
Knowledge of customer service principles and practices.
Ability to maintain strict confidentiality of personal and health-sensitive information.
Ability to handle challenging situations effectively and balance multiple priorities.
Fluency in spoken and written English.
Professional demeanor, appearance, and grooming.

Nice To Haves

At least 2 years of experience in a physician, hospital, or medical office environment, including patient registration, appointment scheduling, or medical billing.
At least 2 years of insurance and/or managed care experience, including insurance verification and the ability to identify, understand, and communicate plan details for HMO, PPO, EPO, Medicare Advantage, and other plans.
At least 2 years of direct, face-to-face customer service experience.
At least 1 year of cash handling or collections experience in a medical office setting.
EMR or Epic experience.
Basic calculator skills.
Bilingual English/Spanish.

Responsibilities

Provide collaborative, respectful customer service to patients and promote positive relationships with patients and peers.
Help patients complete front desk processes efficiently, communicate wait times, answer questions, and direct patients to the appropriate person or department.
Assist patients with clinic forms and paperwork.
Update patient demographic and insurance information in Epic.
Support accurate billing and reporting, including printing account information and processing check-in and check-out in Epic for charge entry.
Collect applicable fees, co-pays, deductibles, and co-insurance, and issue receipts for monies received.
Reconcile transactions in Epic within 48 hours of service and ensure charges are captured and revenue-generating patient encounters are closed.
Register new patients, including searching names, converting pseudo numbers, setting up accounts, entering insurance and demographic information, and scanning insurance cards into Epic.
Schedule appointments in the computer system according to clinic standards and procedures.
Schedule ancillary appointments and provide instructions or preparation information when necessary.
Confirm future appointments one day in advance or as directed by site management.
Perform other duties as assigned by the site manager.