Patient Access Services Emergency Department Specialist

Location & Schedule

Location: Main Hospital Building – 1st Floor, Main ED 1st Floor, 5200 Harry Hines Blvd., Dallas, TX 75235

Work Schedule: Monday‑Friday 2:30 pm – 11:00 pm with rotating weekends.

Primary Purpose

The primary purpose of this position is patient‑facing in a clinical setting within both the Emergency Room and Urgent Care/Emergent Care environment. Staff enter patient rooms to perform screening duties including patient registration, collection and validation of demographic and insurance data, obtaining consent for medical treatment and the Patient Statement of Responsibility, identifying the primary care physician, scanning identification and insurance cards, securing a patient photo for the chart, and initiating preliminary collections and financial counseling for unfunded patients. This service supports Parkland’s financial viability and assists with care‑plan coordination to eliminate delays in patient care across all areas of the Emergency Room and inpatient services (Trauma, Psychiatric, Labor & Delivery, Urgent Care, and all inpatient units for direct admissions).

Responsibilities

• Greet patients, family members, peers, and leadership in a professional, friendly, and respectful manner to promote a positive public image of Parkland.
• Move throughout the system to ensure all facets of job responsibilities are completed accurately and timely to support organizational needs.
• Assist the hospital in the event of an internal or external disaster.
• Obtain, verify, and update accurate demographic, financial, and insurance information during registration, including entry of patient/guarantor data into registration/accounting systems.
• Ensure accounts are billed accurately and timely; guarantee that medical record numbers are not duplicated or overlaid.
• Review patient accounts for financial status to identify non‑funded and/or under‑funded patients.
• Initiate preliminary financial counseling screening by reviewing residency status, income, employment, and insurance eligibility.
• If insurance is available, validate coverage and collect the identified copayment.
• If insurance is not available, explain and offer a PFA/SPCD application, estimate service costs, and establish a payment plan.
• Educate patients about financial liabilities; use proper payment collection, security, deposit, and documentation techniques; adhere to financial and cash‑control policies.
• Document actions taken in account notes clearly and promptly for review by other departments.
• Track productivity/quality and provide cumulative reports daily, weekly, and monthly as required.
• Ensure appropriate patient consents are communicated and received.

Job Accountabilities

• Identify ways to improve work processes and customer satisfaction; make recommendations to supervisor, implement changes, and monitor results.
• Stay abreast of developments, advancements, and trends by attending seminars, reading professional journals, participating in organizations, and maintaining certification; integrate new knowledge into current practices.
• Maintain knowledge of applicable rules, regulations, policies, laws, and guidelines that impact the area.
• Develop effective internal controls to promote adherence to laws, accreditation requirements, and federal, state, and private health‑plan regulations.
• Seek advice and guidance as needed to ensure proper understanding of policies and procedures.

Education

• High School diploma/GED required.
• Associate degree preferred.
• CHAA, CHAM, CPAT, or CRCR certification preferred.

Experience

• Minimum of 2 years’ experience in a hospital or clinical environment, insurance company, managed‑care organization, financial‑service setting, registration, financial counseling, financial clearance, or customer service in health care.
• Working knowledge of patient access, financial counseling, and customer service functions in acute and non‑acute, banking, and health‑human‑service settings is a plus.
• Working knowledge of medical and insurance terminology.
• Ability to operate multiple computer systems (patient registration/accounting, document imaging, scanning, proprietary payer websites, data‑quality monitoring) accurately and efficiently.
• Understanding of relationships and functions within a hospital environment.

Certifications

• Certified Healthcare Access Associate (CHAA) – preferred.
• Certified Patient Account Technician (CPAT) – preferred.
• Certified Revenue Cycle Representative (CRCR) – preferred.

Skills

• Proficient with personal computers, printers, scanners, etc.
• Working knowledge of Microsoft Word and Excel.
• Familiarity with Hospital Information/Enterprise Systems (e.g., EPIC).
• Strong customer‑service skills.
• Ability to work in a fast‑paced, high‑stress environment while multitasking.
• Effective oral and written communication skills.
• Professional appearance and approach.
• Detail‑oriented with basic mathematical and analytical abilities.
• Capability to resolve registration issues involving third‑party payors, systems, patients, and physicians.
• Knowledge of contract reimbursement, third‑party payors, and insurance verification preferred.
• Problem‑solving within established policies and procedures.
• Understanding of medical and insurance terminology.
• Willingness to support on‑the‑job training of new hires.
• Bilingual skills preferred.