PATIENT ACCESS REP II (7:00a-3:30pm)

UTSW; Texas; On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

PPO health plan

No cost preventive care

Paid time off

TRS retirement

Parental leave

Wellness programs

Tuition reimbursement

PSLF eligible employer

Job summary

UT Southwestern Medical Center is seeking a Patient Access Representative II to support front desk operations and patient registrations. You will interact with patients by phone or in person, ensuring accurate demographic/insurance information and compassionate service across hospital sites.

Responsibilities include collecting payments, coordinating with care teams for pre-certifications, and upholding HIPAA and AIDET standards while maintaining a patient-centered approach.

Qualifications

• High School Diploma or equivalent required.
• 6 months’ experience as Patient Access Representative I or CSA I or EPIC registration experience.
• Excellent customer service and communication skills; HIPAA knowledge preferred.

Responsibilities

• Pre-register/register patients for services and verify demographics and insurance information.
• Obtain IDs and insurance cards and document data in registration systems.
• Inform patients of visit status and collect co-pays, deductibles, and balances as needed.
• Deliver patient-centered service following AIDET guidelines and maintain waiting area cleanliness.
• Coordinate with physicians offices and departments to obtain pre-certifications and benefits.

Skills

Customer service

Effective communication

HIPAA compliance

Education

High School Diploma or equivalent

Tools

EPIC registration

Job description

WHY UT SOUTHWESTERN?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the No. 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you’ll discover a culture of teamwork, professionalism, and a rewarding career!

JOB SUMMARY

The Patient Access Representative II directly interacts with patients on the phone and/or in person under general supervision to perform moderately complex medical front office business operations in an in a hospital or hospital based clinic location. They maintain a patient centered attitude at all times, demonstrating compassion and empathy for patients and their families. They work as part of an elite team to support UT Southwestern operations and initiatives. They may be required to travel to both on and off-campus locations. This position offers a career ladder based on progressive responsibilities and performance.

BENEFITS

UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer
• Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION

Required

• Education

High School Diploma or equivalent.

• Experience

For internal Applicants: 6 months’ experience as a Patient Access Representative I or 6 months’ experience as a CSA I or

External Applicants: 6 months’ experience in entry-level registration in an EPIC environment.

Preferred

• Experience

2 years experience in a customer service setting, and

3 years experience in a clinical/medical office setting.

JOB DUTIES

• Pre-register/Register patients for scheduled/unscheduled services, inpatient/outpatient procedures within all applicable hospital based areas.
• Interview patient(s) and/or their representative at workstation or bedside to obtain demographic/insurance information or verify information already on file. All registrations performed utilizing available up to date technology (i.e. carts/workstation on wheels, tablets, etc)
• Obtain copies of necessary identification and insurance cards.
• Document appropriate information in the registration system based upon departmental documentation standards.
• Accurate and timely deployment of legal and compliance consent forms and documents.
• Initiates the Advance Directive process when applicable.
• Ensures all patients are continually informed of their visit status when services are delayed.
• Initiate, obtain and/or update insurance verification as appropriate for patient services.
• Coordinate accurate patient data to determine financial obligation. Collection of insurance co-payments, deductible amounts, self-pay deposits and patient balances from the patient/guarantor. Request full or partial payment for services rendered according to collection policies.
• Follows all guidelines set forth in the Cash Handling policy. Produce paperwork on each patient for distribution to appropriate departments.
• Obtain ABN’s and/or non-covered notice forms when applicable.
• Learn and maintain up to date knowledge of registration system user operations, front line workflows and policies and procedures
• Deliver superior customer service, representing UT Southwestern in a positive and professional manner to patients, colleagues and the community following AIDET guidelines.
• Greets and direct/escort patients and/or visitors to appropriate location, providing information as needed or obtain transport assistance.
• Build rapport and effective communication with internal and external team members to ensure best outcomes for the patient(s) in our care
• Maintain neatness of waiting area and assigned workspace; keeps area stocked with pamphlets and other materials as appropriate. Ensure adequate inventory of items necessary for day-to-day functions of assigned registration location, such as office supplies and patient forms.
• Release patient records as needed.
• Knowledge of various regulatory agencies: The Joint Commission, Center for Medicare and Medicaid Services, State & Federal Laws, Hospital/Departmental Policies.
• Meet established department productivity, collections and quality standards.
• Meets/exceeds performance expectations and completes work within the required timeframe.
• Protects the privacy and security of patient health information to ensure that confidentiality is maintained. Adheres to HIPAA guidelines when contacting patient.
• Work with physician offices, insurance verification, financial counseling and/or patients when an insurance issue becomes apparent
• Coordinates with case management, physician’s office and/or ancillary department regarding any additional information needed on their part to obtain pre-certification and insurance benefits
• Practice and adhere to the “Code of Conduct” philosophy, Core Values and “Mission and Value Statement”
• Search MPI completely to ensure that we are using the correct medical record number. Notify HIM for any duplicate unit numbers
• Performs other related duties and projects as assigned. This job description should not be considered an exhaustive listing of all duties and responsibilities

• Maintains a patient centered attitude at all times, demonstrating compassion and empathy for patients and their families.
• ACD Line- monitor and appropriately direct calls and/or assist as necessary.
• RightFax- monitor and complete registrations/direct faxes as needed.
• Understand/explain policies regarding services, pricing, insurance billing, and payment of account.-
• Monitors the correct patient work queue for multiple departments.
• Cross-trained to register patients in 2 registration areas that are not their home department and/or 2 Patient Access functionalities.

Patient Access Functionalities Registration Areas

Cashier Lab

Scheduling Imaging

Insurance Verification CUH Main Admissions

Financial Counseling Zale Admissions

OSC Admissions

ED Admissions

• Schedule walk-in/patient appointments for the primary location if applicable.

Knowledge, Skills and Abilities

• Ability to be virtually self-supervising
• Ability to interact with departmental management and communicate effectively in all patient and department interactions
• Ability to multitask
• Ability to read and write effectively
• Ability to speak and hear to allow discussions with patients, co-workers and public
• Ability to work with confidential information on a daily basis
• Basic computer data entry and typing skills
• Effective and Efficient Problem Solving
• Excellent internal and external customer service skills
• Excellent written and oral communication skills
• Experience with general office equipment (fax, copier, etc.)
• Experience with Microsoft Office and Outlook
• Good general health and stress coping ability.
• Light lifting (requires lifting 20 lbs, with frequent carrying of up to 20 lbs)
• Possess near vision acuity for accurate reading of computer screens
• The use of initiative, strong independent judgement, and resourcefulness are inherent in the job
• Type minimum of 35 wpm
• Understand and follow established policies and procedures

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

Physical Requirements

• Carrying
• Eye/Hand/Foot Coordination
• Hearing
• Lifting
• Sitting

Working Conditions

• Office Setting

Salary Information

Salary is commensurate with education, skills, and relevant experience.

SECURITY AND EEO STATEMENT

Security

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.

EEO

UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.