Patient Access Center Representative (PRN)

About the Role

This PRN position at Houston Methodist’s Patient Access Center involves high call volume coverage, vacations, and leaves. New hires must attend full‑time onsite training in Katy; after training, remote work is permitted. The role ensures patients are scheduled for services at their assigned location and are financially cleared prior to appointments through accurate scheduling, registration, and verification of eligibility and benefits. The representative also supports management with observations, process‑improvement suggestions, and auditing/quality review to maintain accurate scheduling and registration. Excellent customer service is provided to patients, physicians, hospital/clinical staff, and management, with proactive notification of issues that could cause service delays or reimbursement denials.

Essential Functions

People Essential Functions

• Use critical thinking and healthcare knowledge to manage primary care, specialty care, and ancillary scheduling processes.
• Apply independent judgment to accommodate special requests from internal and external customers.
• Serve as the front door of Houston Methodist, providing information to new and established patients for scheduling and registration of multiple services.
• Utilize computerized scheduling/registration systems, verification systems, and online applications while balancing departmental resources.
• Obtain required data to support departmental and hospital clinical/financial needs.
• Triages calls for the System Patient Access Center according to management guidelines and scripts.
• Provide patients with pre‑appointment information per Center/Service protocol and encourage enrollment in the Patient Portal, complying with HIPAA regulations.
• Maintain open communication with physicians, patients, and service areas regarding actions taken and resolutions.
• Promote a friendly and professional customer‑service environment.

Service Essential Functions

• Utilize courteous, professional telephone techniques and interpersonal skills to establish rapport while maintaining patient confidentiality.
• Follow department scripting and appointment‑scheduling policy, ensuring ICARE values are met.
• Assist with new referrals via e‑fax, email, and direct calls from doctors’ offices for emergency or same‑day appointments.
• Collect and compile patient data (insurance documentation, identification) to facilitate appointments.
• Screen and assess patient calls, ensuring scheduling aligns with referring physician orders or patient requests.
• Schedule patient appointments, complete registration efficiently, and answer incoming calls.
• Act as liaison between patients and physicians/clinical staff, maintaining relationships and obtaining necessary documents.
• Facilitate, coordinate, and resolve patient issues using exceptional telephone, verbal, written, critical‑thinking, and interpersonal communication skills.

Quality/Safety Essential Functions

• Adhere to scheduling processes and workflows in the electronic medical record while maintaining privacy and HIPAA compliance.
• Meet productivity standards and scheduling goals (e.g., abandonment rate, productivity per hour).
• Verify patient insurance and ensure eligibility procedures are completed prior to visits.
• Provide patients with pre‑appointment information per Center/Service protocol.

Finance Essential Functions

• Partner with the revenue‑cycle team to ensure accurate registration and financial clearance before patient visits.
• Enter precise scheduling and registration data (demographics, insurance, guarantor, clinical information) to initiate benefit eligibility, pre‑certification, and payment review.
• Document potential issues that could cause service delays or cancellations due to lack of financial clearance.

Growth/Innovation Essential Functions

• Collaborate with physicians, clinic staff, hospital departments, and patients to promote best practices.
• Work with management to improve identified concerns, embrace change, and strive for workplace excellence.
• Apply new learning and share knowledge with colleagues.

Qualifications

• Education: High school diploma or equivalent (GED, homeschool equivalency, partial or full post‑secondary education, etc.).
• Experience: Three years in a healthcare setting, call center, or customer‑service operations; or successful completion of a one‑year Houston Methodist Call Center Apprenticeship in lieu of experience. Knowledge of healthcare settings and strong understanding of medical terminology preferred.

Skills and Abilities

• Demonstrated competence to safely perform assigned duties, verified through ongoing assessments.
• Proficient in speaking, reading, and writing English, especially for activities impacting patient or employee safety.
• Effective communication with patients, physicians, families, and co‑workers using positive language principles.
• Excellent telephone and in‑person communication and interpersonal skills.
• Proficiency in medical terminology, including diagnoses, operative procedures, and CPT codes.
• Strong spelling and grammar abilities.
• Working knowledge of a PC environment (Windows, word processing, basic Excel) and ability to enter data via keyboard throughout the work schedule.
• Capability to navigate multiple applications and websites related to registration simultaneously.
• Managed‑care knowledge with ability to differentiate insurance plans (PPO, POS, HMO, etc.).

Supplemental Requirements

• Uniform: Business professional attire required; no scrubs.
• On‑Call: Employees may be required to be on‑call during emergencies (e.g., disaster, severe weather events).
• Travel: May require travel within the Houston metropolitan area; travel outside the metropolitan area is not required.

FLSA Status

Non‑exempt.