Patient Access Center Representative

About the role

The Patient Access Center Representative will serve as the front door of Houston Methodist, interacting with new and established patients to provide them with information needed to schedule and register multiple services. This position involves managing patient inquiries, coordinating appointments, and ensuring patient confidentiality.

Responsibilities

• Serves as the front door of Houston Methodist, interacting with patients, physicians, and hospital personnel.
• Utilizes computerized scheduling/registration systems, verification systems, and online applications to manage patient appointments and registrations.
• Trips calls for the System Patient Access Center and provides patients with information needed to prepare for appointments according to Center/Service protocols.
• Coordinates workflow to assist patients with appointment scheduling and service requests, collecting and compiling necessary data.
• Handles calls from physician offices and hospital departments, ensuring all necessary documents are obtained to support the scheduling process.
• Ensures patient confidentiality and maintains a friendly, professional customer service environment.
• Works in partnership with the revenue cycle team to ensure correct information and registration is complete and accurate before the patient visits Houston Methodist for services.
• Verifies and enters accurate scheduling and registration data, including patient demographics, insurance, guarantors, and clinical information.
• Maintains standard of productivity and meets scheduling goals set by the department.
• Works directly with physicians, clinic staff, and patients to ensure best practices within the department, embracing change and striving for excellence.

Qualifications

• High School diploma or equivalent education (GED, homeschool equivalency, partial or full completion of post-secondary education).
• Three years of experience in healthcare setting/call center or customer service operations, or successful completion of one-year Houston Methodist Call Center Apprenticeship in lieu of years of experience.
• Healthcare setting knowledge and experience with a strong understanding of medical terminology preferred.
• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations.
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security.
• Excellent communication and interpersonal skills via telephone and in person.
• Demonstrated proficiency in medical terminology to include diagnoses, operative procedures, and CPT codes.
• Knowledge of medical terminology and applicability.
• Excellent spelling/grammar skills.
• Working knowledge of PC environment utilizing Windows and basic Excel knowledge; capable of entering data via keyboard throughout the work schedule.
• Capable of working and navigating several applications and websites related to registration simultaneously.
• Managed care knowledge with the ability to differentiate between insurance plans such as PPO, POS, HMO, etc.

Skills and Abilities

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations.
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security.
• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles.
• Excellent communication and interpersonal skills via telephone and in person.
• Demonstrated proficiency in medical terminology to include diagnoses, operative procedures, and CPT codes.
• Knowledge of medical terminology and applicability.
• Excellent spelling/grammar skills.
• Working knowledge of PC environment utilizing Windows and basic Excel knowledge; must be able to enter data via keyboard throughout the work schedule.
• Capable of working and navigating several applications and websites related to registration simultaneously.
• Managed care knowledge with the ability to differentiate between insurance plans such as PPO, POS, HMO, etc.

Benefits

Details about benefits will be provided in a separate document or during the interview process.

Pay

Details about pay will be provided in a separate document or during the interview process.

Schedule

Details about the schedule will be provided in a separate document or during the interview process.

Supplemental Requirements

• Work Attire: Business professional.
• On Call: No.
• May Require Travel: Yes, within the Houston Metropolitan area.
• May Require Travel Outside Houston Metropolitan Area: No.

Company Profile

Houston Methodist is one of the nation's leading health systems and academic medical centers. The health system consists of eight hospitals, a research institute, a comprehensive residency program, international patient services, freestanding comprehensive care clinics, emergency care and imaging centers, and outpatient facilities. Come lead with us!

Houston Methodist is an Equal Opportunity Employer.