Patient Access Center Representative (PRN)

About the role

The Patient Access Center Representative position at Houston Methodist is responsible for scheduling appointments, registering patients, verifying eligibility and benefits, and assisting with patient inquiries. This role also involves auditing and quality review to ensure accurate scheduling and registration.

Responsibilities

• Schedule and register patients for services in assigned locations
• Verify patient eligibility and benefits accurately and promptly
• Audit and review scheduling and registration processes to ensure accuracy and appropriateness
• Communicate with patients, physicians, hospital staff, and management regarding potential service delays or reimbursement denials
• Provide excellent customer service via telephone and in person
• Utilize multiple software applications to schedule appointments
• Keep open communication channels with all parties involved in scheduling and registration
• Coordinate workflow to assist patients with appointment scheduling and service requests
• Help facilitate, coordinate, and resolve issues with patients
• Adhere to scheduling processes and workflows as defined in the electronic medical record platform
• Maintain standard of productivity and meet scheduling goals
• Obtain and enter accurate scheduling and registration data, including patient demographics, insurance, guarantor, and clinical information
• Ensure verification and eligibility procedures are followed prior to patient visit
• Work in partnership with the revenue cycle team and other departments to ensure correct information and registration is complete and accurate prior to patient visit
• Works directly with physicians, clinic staff, hospital departments, and patients to ensure best practices within department

Qualifications

• High School diploma or equivalent 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 word processing 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.