Patient Access Representative | PRN | Days, Nights & Weekends

About the role

White Rock Medical Center is a community-based hospital located near the historic White Rock Lake community, serving the Dallas, Garland, Mesquite, and surrounding areas. We specialize in a wide range of services including comprehensive medical/surgical care, bariatric, cardiology, outpatient, and emergency medicine. Our mission is to deliver exceptional healthcare with compassion and excellence.

As a Patient Access Representative, you will work under the direction of the Director of Patient Access to pre-verify insurance for patients being admitted into the hospital. This role involves verifying insurance coverage, resolving coverage issues, and ensuring the admitting process complies with all hospital and regulatory policies.

Responsibilities

• Greet patients, their families, and guests in lobbies and patient care areas; provide escorts and wheelchair assistance when applicable to ensure patient comfort.
• Perform routine registration activities, including verifying patient demographic information, processing point-of-service payments, and ensuring required signatures and forms are complete.
• Accurately input pre-certification/authorization and insurance verification for all patients.
• Research, follow up, and resolve open and pending authorizations in a timely manner.
• Calculate cash estimates for patients on upcoming visits/procedures.
• Maintain clear communication with patients and insurance companies.
• Obtain prior authorization for procedures.
• Scan medical documents into patient accounts.
• Demonstrate effective communication (written and oral) with individuals and groups of various backgrounds and educational levels in high-stress environments.
• Manage multiple, changing priorities effectively and organized under stressful demands while maintaining exceptional customer service.

Behavioral Standards

• Treat everyone as a customer; use scripting and other tools to ensure consistency in customer service.
• Express recognition and show appreciation to others; fully utilize AIDET principles.
• Respond quickly to handle requests, complaints, and questions; display a positive attitude.

Communication & Knowledge

• Wear nametag properly; follow dress code policy.
• Answer phones correctly and promptly; prepare for meetings and meet deadlines.
• Act ethically and treat others with respect; respect customers’ and co-workers’ time.
• Establish and maintain effective relationships with customers and co-workers.

Collaboration & Teamwork

• Attend staff meetings; follow HIPAA guidelines and patient rights policies.
• Comply with the compliance program; demonstrate knowledge of role in a disaster.
• Demonstrate knowledge of fire and fire drill procedures; understand hospital emergency codes.
• Always utilize standard precautions in the clinical setting.
• Safely manage the environment of care by demonstrating working knowledge of requirements for the: Life Safety program, Utilities Management program, Hazardous Materials program, Emergency Preparedness program, Safety Management program, Medical Equipment Management program, and Security Management program.

Requirements

• Minimum of two years of face-to-face customer service experience is required; experience in a healthcare/ER setting is preferred.
• High school diploma or equivalent is required; some college is preferred.

Benefits

• Competitive salary and benefits.
• Employee programs and events.
• Paid Time Off and 7 Company Holidays.
• Employer-paid life insurance.
• Additional voluntary benefits such as Short-Term Disability (STD) and Long-Term Disability (LTD).