Patient Access Center Representative II - Rev Cycle

UTHealth Houston; Houston (TX); Remote; USD 21,000 - 30,000; Full time

Job summary

UTHealth Houston is seeking a Patient Access Center Rep II to collect patient information via an automated call system and schedule appointments. You will use MS Office to document communications and provide customer service to patients and clinics, while ensuring HIPAA compliance.

The role requires a minimum of 1 year in hospitality/medical front desk settings; bilingual English/Spanish is highly preferred. Training is 8–12 weeks in-office, with remote work eligibility after training.

Qualifications

• 1 year of hospitality and/or hospital/medical front office experience required.
• Call center experience preferred; may substitute with related education.
• Bilingual English/Spanish preferred.
• Ability to collect patient information accurately and schedule appointments using MS Office.

Responsibilities

• Provides inbound call support for patients to obtain demographics, insurance information, and appointments.
• Navigate MS Office documents to obtain scheduling information.
• Address patient concerns within the call duration or escalate as needed.
• Document patient communications accurately and provide customer service to patients and clinics per protocols.
• Identify corrections to insurance plan codes and collaborate with leadership to update systems and manuals.
• Maintain QA score of 95% or higher per departmental QA process.
• Comply with HIPAA policies and procedures.
• Handle a range of routine to complex inquiries; review incoming correspondence and take action as required.
• Perform QA tasks as assigned; perform other duties as needed.

Skills

Bilingual English/Spanish

MS Office

Education

High School Diploma or equivalent

Vocational business school graduate (minor in related field)

Tools

MS Office

Job description

UTHealth Houston is 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. Bilingual (English/Spanish) highly preferred.

• Department: Revenue Cycle
• Status: Full-time
• Location: Remote (Mandatory training is 8-12 weeks in the office, depending on performance.@ 1851 Crosspoint Avenue, Houston, 77054,
• Must live in Texas (TX) **We DO NOT provide lodging or mileage reimbursement for training, mandatory meetings, etc. **

What we do here changes the world.

Once you join us you won't want to leave.

It’s because we reward our team for the excellent service they provide. Our total rewards package includes the benefits you’d expect from a top healthcare organization (benefits, insurance, etc.), plus:

• 100% paid medical premiums for our full-time employees
• Generous time off (holidays, preventative leave day, both vacation and sick time – all of which equates to around 37-38 days per year)
• The longer you stay, the more vacation you’ll accrue!
• Longevity Pay (Monthly payments after two years of service)
• Build your future with our awesome retirement/pension plan!

We take care of our employees!

As a world-renowned institution, our employees’ wellbeing is important to us. We offer work/life services such as...

• Free financial and legal counseling
• Free mental health counseling services
• Gym membership discounts and access to wellness programs
• Other employee discounts including entertainment, car rentals, cell phones, etc.
• Resources for child and elder care
• Plus many more!

Position Summary:

Responsible for accurate and timely collection of patient information via an Automated Call Distribution (ACD) phone environment.

Position Key Accountabilities:

• 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.

Certification/Skills:

• None

Minimum Education:

High School Diploma or equivalent required. Graduate from a vocational business school with a minor in a job related field preferred

Minimum Experience:

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.

Physical Requirements:

Exerts up to 20 pounds of force occasionally and/or up to 10 pounds frequently and/or a negligible amount constantly to move objects.

Security Sensitive:

• 51.215 and Texas Government Code
• 411.094. To the extent that a position requires the holder to research, work on, or have access to critical infrastructure as defined in Texas Business and Commerce Code
• 117.001(2), the ability to maintain the security or integrity of the infrastructure is a minimum qualification to be hired for and to continue to be employed in that position. Personnel in such positions, and similarly situated state contractors, will be routinely reviewed to determine whether things such as criminal history or continuous connections to the government or political apparatus of a foreign adversary might prevent the applicant, employee, or contractor from being able to maintain the security or integrity of the infrastructure. A foreign adversary is a nation listed in 15 C.F.R.
• 791.4.

Residency Requirement:

Employees must permanently reside and work in the State of Texas.