Patient Access Representative | Days | Part Time

White Rock Medical Center LLC•Dallas, TX

About The Position

White Rock Medical Center is seeking a compassionate, care-minded Patient Access Representative to support patient access in a patient-focused hospital environment. Under the direction of the Director of Patient Access, this role pre-verifies insurance for patients admitted for care, verifies coverage, resolves coverage issues, and escalates complicated issues to a supervisor or manager. The representative interviews patients and completes necessary paperwork to support an efficient admitting process and compliance with hospital and regulatory policies. The role also greets and assists patients, families, and guests; performs registration activities; handles insurance verification and authorizations; follows up on pending authorizations; calculates patient cash estimates; communicates with patients and insurance companies; and scans medical documents into patient accounts. The position requires effective communication, organization, adaptability under stressful demands, and a consistent commitment to customer service, patient rights, privacy, safety, and teamwork.

Requirements

At least two years of face-to-face customer service experience.
High school diploma or equivalent.
Experience providing customer service to patients and their families in a healthcare or emergency-room setting is preferred.
Some college is preferred.
No licensure or certifications are required.

Nice To Haves

Experience providing customer service to patients and their families in a healthcare or emergency-room setting.
Some college.

Responsibilities

Greet patients, families, and guests in lobbies and patient care areas; provide escorts and wheelchair assistance when applicable.
Perform routine registration, including verifying demographic information, processing point-of-service payments, obtaining required signatures, and reviewing and processing patient forms.
Accurately enter pre-certification, authorization, and insurance verification information for patients.
Research, follow up on, and resolve open and pending authorizations in a timely manner.
Calculate cash estimates for patients’ upcoming visits and procedures.
Maintain clear communication with patients and insurance companies.
Obtain prior authorization for procedures.
Scan medical documents into patient accounts.
Communicate effectively in writing and orally with individuals and groups from varied backgrounds and educational levels in a high-stress environment.
Manage multiple and changing priorities in an organized and effective manner while maintaining exceptional customer service.
Use customer-service scripting and tools, apply AIDET principles, acknowledge and appreciate others, respond promptly to requests and concerns, and maintain a positive attitude.
Follow dress code, identification badge, telephone, meeting, deadline, ethical conduct, and respectful workplace expectations.
Attend staff meetings and follow HIPAA guidelines, patient rights policies, and the compliance program.
Demonstrate knowledge of disaster response, fire and fire-drill procedures, hospital emergency codes, and applicable safety and environment-of-care programs.
Use standard precautions in the clinical setting and safely manage the environment of care.