Patient Access Center Representative II - Revenue Cycle

UTHealth Houston•Houston, TX

12d•Remote

About The Position

Responsible for accurate and timely collection of patient information via an Automated Call Distribution (ACD) phone environment. We are hiring for a Patient Access Center Rep II role that involves collecting patient information through a phone system. Key tasks include supporting patients by gathering their details, scheduling appointments, and addressing their concerns. You'll use MS Office to schedule, document patient communications, and provide customer service. The role also includes correcting insurance codes, maintaining high-quality standards, ensuring HIPAA compliance, handling inquiries, reviewing correspondence, and performing quality assurance tasks as needed. Training is 8-12 weeks in the office, depending on performance.

Requirements

1 year of hospitality and/or hospital/medical front office, patient access experience required
Experience within a call center environment preferred
May substitute required experience with equivalent years of education beyond the minimum education requirement.
Employees must permanently reside and work in the State of Texas.

Nice To Haves

Graduate from a vocational business school with a minor in a job related field preferred

Responsibilities

Provides inbound call support for patients that includes obtaining caller demographics, insurance information, and scheduling appointments.
Responsible for navigating MS Office documents in order to obtain information in a scheduling environment.
Addresses patient concerns within duration of initial call or escalates to Team Lead if necessary.
Documents patient communications accurately and provides customer service to both patients and UTP clinic locations based on protocols set for each clinic, and follows up as required.
May identify corrections to insurance plan codes, and works with PAC leadership to update systems, and protocol manuals as needed.
Maintains a 95% or higher QA score per departmental QA process.
Responsible for complying with all policies and procedures regarding HIPPA compliance.
Identifies and handles a variety of routine to complex customer or prospect inquiries or requests.
Reviews incoming correspondence and promptly takes appropriate action.
Performs QA as assigned by Team Lead or direct supervisor.
Performs other duties as assigned.