Patient Access Representative

The University of Texas at Austin•Austin, UT

8h•Onsite

About The Position

The Patient Access Representative position is a 32 hour per week role. Purpose The Patient Access Representative is the first point of contact for patients at UT Health Austin and is responsible for ensuring smooth and efficient access to healthcare services. This role involves patient registration, verifying insurance information, collecting payments, scheduling appointments, and providing excellent customer service. The Patient Access Representative supports the overall operations of the healthcare facility by ensuring that patient information is accurately recorded and accessible for the clinical team.

Requirements

High school diploma or GED and a minimum of 2 years of experience in a healthcare setting or customer service role.
Proficiency in electronic health record (EHR) systems and scheduling software.
Knowledge of medical terminology and healthcare insurance plans.
Strong communication skills, both verbal and written.
Exceptional customer service and conflict resolution skills.
Ability to manage multiple tasks in a fast-paced environment.
Attention to detail and accuracy in data entry and patient registration processes.
Basic math skills for handling payments and financial transactions.
Relevant education and experience may be substituted as appropriate.

Nice To Haves

Experience in patient access, registration, or medical office administration.
Familiarity with HIPAA guidelines and healthcare compliance standards.
Bilingual in English and Spanish.
Experience with insurance verification and authorizations.
Knowledge of referral and pre-authorization processes.
Experience working in a multi-specialty or high-volume medical office setting.

Responsibilities

Patient Registration: Complete patient check-ins and check-outs, ensuring that demographic and insurance information is accurate. Collect and verify patient data, including identification, contact details, and insurance coverage.
Appointment Scheduling: Schedule patient follow-up appointments for various services, ensuring that appointments are accurately logged into the system and confirmed with patients.
Insurance Verification : Verify insurance eligibility and coverage, ensuring that all necessary pre-authorizations and referrals are in place prior to appointments. Inform patients of their insurance benefits and any potential financial responsibilities.
Payment Collection: Collect co-pays, deductibles, and outstanding balances from patients at the time of service. Provide patients with receipts and ensure proper documentation of all transactions. Coordinate with the billing department to resolve discrepancies or questions about charges.
Customer Service: Provide high-quality customer service to patients, addressing any questions or concerns regarding appointments, billing, insurance, and healthcare services. Serve as a liaison between the patient and clinical staff to ensure patient needs are met.
Data Entry and Record Management: Accurately input and update patient information in the Electronic Health Record (EHR) system. Maintain confidentiality and adhere to HIPAA guidelines for patient data protection.
Patient Communication: Provide clear communication to patients regarding appointment details, wait times, and any required pre-visit documentation or preparation. Contact patients for appointment reminders and follow-ups.
Collaboration with Clinical and Administrative Teams: Work closely with healthcare providers, nurses, and administrative staff to ensure a smooth workflow and efficient patient care. Help troubleshoot scheduling conflicts or delays.
Problem Solving and Conflict Resolution: Address patient concerns or issues, escalating as necessary to ensure that complaints are resolved promptly and professionally. Use de-escalation techniques to manage stressful situations.
Compliance: Ensure that all patient interactions comply with healthcare facility policies, legal standards, and insurance guidelines. Maintain an understanding of regulations related to patient access and data privacy.
Phone Call Management: Answer incoming phone calls promptly and professionally, directing calls to the appropriate department or personnel. Handle patient inquiries over the phone regarding appointments, services, and insurance issues, providing accurate information and assistance as needed.
Other duties as assigned.