ASR II: Kelsey-Seybold Clinic-Fort Bend Campus

UnitedHealth Group•Sugar Land, TX

3d•Onsite

About The Position

Kelsey-Seybold Clinic is seeking an ASR II (Automated Systems Representative II) for their Fort Bend Campus. This role is crucial for ensuring excellent customer service and patient satisfaction by managing front desk operations efficiently. The ASR II will interact collaboratively with patients, maintain positive guest/peer relationships, and contribute to a positive and efficient team environment. A key aspect of this role involves accurately processing patients, relaying important information, answering questions, assisting with forms, updating patient records in Epic, and handling financial transactions including collecting fees, co-pays, deductibles, and co-insurance. The position requires meticulous attention to detail in financial reconciliation and new patient registration, as well as proficient appointment scheduling and confirmation. The ASR II will also perform other duties as assigned by the site manager.

Requirements

High school education or equivalent experience.
High School diploma or G.E.D.
1+ years of direct face to face customer service experience
1+ years of cash handling or collections experience
6+ months of experience in a customer facing role within a medical office, healthcare setting or other service-related industry OR 1+ years KSC ASR I with 6 months ASR II cross-training experience and the successful completion of Epic Front Desk Training OR 1+ years 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 all personal/health sensitive information
Ability to effectively handle challenging situations and to balance multiple priorities
Fluent in English, verbal and written
Professional demeanor, appearance and grooming

Nice To Haves

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

Responsibilities

Provide assistance to patients for quick and efficient processing.
Obtain and convey accurate information to patients, including wait times.
Answer patient questions and provide assistance or refer to the appropriate person/department.
Assist patients with filling out required clinic forms and paperwork.
Update patient demographics and insurance information in Epic.
Ensure proper billing and reporting, including printing account information.
Process check-in and check-out in the Epic system for immediate charge entry.
Collect appropriate fees, co-pays, deductibles, and co-insurance amounts.
Issue receipts for all monies received.
Perform reconciliation procedures in the Epic system within 48 hours of the date of service.
Process registration of new patients, including name search, pseudo number conversion, and account setup.
Schedule appointments in the computer system following clinic standards and procedures.
Schedule ancillary appointments, providing instructions and preps when necessary.
Confirm future appointments one day in advance or as directed by site management.
Perform other duties as assigned by the site manager.