Patient Access Representative

About the role

USPI El Paso Center for Gastro & Endo is seeking a motivated Patient Access Representative to join our team. The center has one operating‑room and three treatment rooms and performs outpatient surgical procedures in gastroenterology.

Schedule

Weekdays only—no holidays, weekends, or call. Some early mornings and later evenings may be required; schedule subject to change based on surgical schedule and flow of the day.

Responsibilities

• Communicate with clinical departments or the Scheduling Representative to obtain scheduled appointments and/or orders prior to the service date.
• Pre‑register 98% of all scheduled patients a minimum of three business days in advance of their arrival.
• Obtain, validate, and accurately enter patient demographic and insurance information while maintaining an accuracy rate of 95% plus, as evidenced by routine quality review.
• Thoroughly review the MPI to avoid duplicate medical record numbers.
• Obtain signatures on all necessary forms and documents required by the hospital and by law.
• Ensure the MSP Questionnaire is completed for every Medicare registration.
• Work closely and cooperatively with physician office staff, schedulers, and other hospital departments to schedule and prepare required information before the patient’s arrival.
• Utilize online programs to verify insurance eligibility and benefits, documenting findings on the patient account.
• Assist by contacting the insurance company for pre‑authorizations and pre‑certifications as required prior to patient service when asked by the Director.
• Effectively communicate with physician office staff to resolve authorization issues and coordinate registrations as required.
• Collect co‑payment, deductible, or co‑insurance previously identified by the Insurance Verification Specialist or as indicated on the insurance card or online eligibility system when the patient arrives for service.
• If working in Emergency registration, ensure compliance with EMTALA regulations for all patients.
• Log cash collected, generate receipts, and maintain balanced cash at all times.
• Meet monthly cash collection goals as determined collaboratively by the Department Director/Manager and CBO.
• Consistently obtain and copy/scan insurance cards and driver’s licenses.
• Know the functions of the phone system to professionally handle incoming calls, appropriately transfer calls, and assist with internal calls when asked.
• Perform the reception/greeter function at the front desk entrance as needed.
• Verify medical licensure and check Medicare sanctions websites for non‑credentialed physicians ordering outpatient diagnostic tests (Community Hospital only).
• Consistently demonstrate premier customer service and communication skills with all internal and external customers/contacts, ensuring the patient and their family have the best hospital encounter possible.
• Meet established quality and productivity standards for self and for the team.
• Anticipate and adapt to change (e.g., policy changes, operational procedures, insurance changes) in a positive manner.
• Foster and reinforce team‑based results.
• Adhere to time and attendance standards as outlined in the Human Resource Policy manual; provide proper notification of absence or tardiness within established departmental time frames.
• Ensure patient confidentiality by adhering to HIPAA guidelines.
• Demonstrate the knowledge, skills, and abilities (competencies) to perform the duties annually in the form of a test or as evidenced by daily quality review and direct observation of the Team Lead and the Department Director/Manager.
• Track and monitor productivity as requested.
• Keep the Department Director or Team Lead apprised of any delays in the registration process.
• Remain current on scheduling, registration, insurance verification, and other patient registration processes to cover for absent team members.
• Perform other duties as assigned.

Qualifications

• High School graduate or equivalent required.
• Experience in patient registration, verification, and authorization in a medical center or comparable institution.
• Working knowledge of governmental regulations and other reimbursement criteria preferred.
• Ability to accurately type 40 WPM, complete forms, simple correspondence, handle payment transactions, and enter data.
• Excellent verbal and written communication as well as interpersonal skills required.
• Demonstrated ability to handle multiple tasks with short timelines, prioritize and organize work, and complete assignments in a timely and accurate manner.
• Exceptional ability to interact and communicate effectively, tactfully, and diplomatically with patients, families, medical staff, co‑workers, employers, and insurance company representatives.
• Pleasant disposition, positive attitude, and ability to maintain a cordial and professional approach during periods of stress.
• Skill in using office equipment: basic computer skills, photocopier, telephone, fax machine, and calculator.
• Demonstrated ability to think and act decisively in a timely manner.
• Ability to maintain operational knowledge of all insurance requirements necessary to achieve optimal reimbursement.

Benefits

• Medical, dental, vision, and prescription coverage.
• Life and AD&D coverage.
• Short‑ and long‑term disability options.
• Flexible financial benefits including FSAs and HSAs.
• 401(k) plan and access to retirement planning.
• Paid holidays and vacation.