PATIENT ACCESS REP I (M-F 6a-2:30p)

UT Southwestern Medical Center•Dallas, TX

About The Position

The Patient Access Representative I directly interacts with patients by phone and/or in person under direct supervision to support front office business operations in a hospital or hospital-based clinic. The role maintains a patient-centered attitude, demonstrating compassion and empathy for patients and families, and works as part of a team to support UT Southwestern operations and initiatives. Travel to on- and off-campus locations may be required. The position offers a career ladder based on progressive responsibilities and performance.

Requirements

High school diploma or GED.
Ability to interact with patients by phone and in person under direct supervision.
Ability to maintain patient confidentiality and adhere to HIPAA guidelines.

Nice To Haves

One to three years of experience in a customer service field.
Two years of experience in a clinical or medical office setting.

Responsibilities

Pre-register and register patients for scheduled and unscheduled services and inpatient and outpatient procedures in hospital-based areas.
Interview patients or their representatives to obtain demographic and insurance information or verify information already on file.
Obtain copies of required identification and insurance cards.
Document information in the registration system according to departmental standards.
Deploy legal and compliance consent forms and documents accurately and promptly.
Initiate the Advance Directive process when applicable.
Keep patients informed about visit status when services are delayed.
Initiate, obtain, or update insurance verification as appropriate for patient services.
Coordinate patient data to determine financial obligations and collect copayments, deductibles, self-pay deposits, and patient balances; request payment according to collection policies.
Follow cash-handling guidelines and produce patient paperwork for distribution to appropriate departments.
Obtain ABNs and non-covered notice forms when applicable.
Maintain current knowledge of registration system operations, front-line workflows, policies, and procedures.
Provide superior customer service and represent UT Southwestern professionally, following AIDET guidelines.
Greet and direct or escort patients and visitors, provide information, and obtain transport assistance as needed.
Build effective communication with internal and external team members to support patient outcomes.
Maintain neat waiting and work areas and ensure supplies, pamphlets, and patient forms are adequately stocked.
Release patient records as needed.
Meet department productivity, collections, and quality standards and complete work within required timeframes.
Protect patient health information and maintain confidentiality in accordance with HIPAA.
Work with physician offices, insurance verification, financial counseling, and patients to address insurance issues.
Coordinate with case management, physician offices, and ancillary departments to obtain information needed for precertification and insurance benefits.
Adhere to the Code of Conduct, Core Values, and Mission and Value Statement.
Search MPI completely to verify the correct medical record number and notify HIM of duplicate unit numbers.
Monitor and appropriately direct ACD-line calls or assist as needed.
Monitor RightFax and complete registrations or direct faxes as needed.
Monitor the correct patient work queue for assigned departments.
Schedule walk-in appointments if applicable.
Perform other related duties and projects as assigned.

Benefits

PPO medical plan available on day one at no cost for full-time employee-only coverage.
Preventive healthcare coverage at 100% with no copay.
Paid time off available on day one.
Retirement programs through the Teacher Retirement System of Texas (TRS).
Paid parental leave.
Wellness programs.
Tuition reimbursement.
Public Service Loan Forgiveness (PSLF) qualified employer.
Paid holidays.
On-site childcare.
Merit increases.