Patient Access Center Representative - Primary Care Group (Katy)

Houston Methodist • Houston, TX

275d

About The Position

At Houston Methodist, the Patient Access Center Representative position is responsible for assuring that patients referred between employed and aligned physicians are scheduled to receive services in their assigned location and are financially cleared prior to their scheduled appointment through accurate and timely scheduling, registration, and verification of eligibility and benefits. This position assists management with ongoing observations and notifications of opportunities while providing innovative suggestions for process improvement. The Patient Access Center Representative position also assists management with auditing/quality review to ensure accurate and appropriate scheduling and registration. Additional responsibilities for this position include providing excellent customer service when communicating with patients who visit our clinics and providing notification to patients, physicians and management of issues that may result in potential service delays or reimbursement denials.

Requirements

• High School diploma or equivalent education.
• Three years of experience in healthcare setting/call center or customer service operations.
• Successful completion of one-year Houston Methodist Call Center Apprenticeship in lieu of years of experience.
• Healthcare setting knowledge and experience with a strong understanding of medical terminology preferred.

Responsibilities

• Use critical thinking skills and healthcare knowledge to manage scheduling processes.
• Utilize independent judgement to accommodate special requests from customers.
• Interact with new and established patients to provide information needed for scheduling and registration.
• Utilize computerized scheduling/registration systems and verification systems.
• Obtain required data to support departmental and hospital clinical/financial needs.
• Triages calls for the Patient Access Center to other areas as appropriate.
• Provide patients with information needed to prepare for appointments.
• Enroll patients on the Patient Portal and provide PIN numbers, complying with HIPAA regulations.
• Follow clinical protocols as indicated by management and physicians.
• Maintain open communication with all parties involved regarding action taken and resolution.
• Promote a friendly and professional customer service environment.
• Utilize courteous and professional telephone techniques to establish rapport with patients and staff.
• Assist with new referrals from E-fax and emails.
• Coordinate the flow of patient referrals and collect necessary documentation.
• Schedule patient appointments and verify patient benefits for eligibility.
• Efficiently complete registration and pre-certify with insurance companies if necessary.
• Act as a liaison between the patient and the physician.
• Handle calls from physicians' offices and maintain good relationships.
• Provide empathetic patient care and maintain ICARE values.
• Maintain productivity standards set by department policy.
• Work directly with the revenue cycle team to ensure accurate registration.
• Identify areas of concern and improvement in revenue collection.
• Document patient accounts with information related to potential issues.

What This Job Offers

• Industry: Nursing and Residential Care Facilities
• Education Level: High school or GED