Senior Patient Access Associate

About the role

The Senior Patient Access Associate position at Houston Methodist is responsible for obtaining and entering accurate demographic and insurance information in the electronic health record (EHR) on patients presenting at various entry points of the facility. This role also performs cashiering functions, ensuring that all hospital accounts are secure through the collection of required co-payments, deductibles, and co-insurance. The position involves working in multiple areas such as the emergency department registration, main registration, bed management, cashier, and EHR work queues specific to patient access.

Responsibilities

• Obtains and records accurate demographic and insurance information on patients by interviewing patients, family members, and physicians.
• Explains consent forms, obtains signatures, and responds professionally to any questions.
• Works in multiple areas including emergency department registration, main registration, bed management, cashier, and EHR work queues specific to patient access.
• Serves as a resource, trainer, and mentor to less experienced and new staff, helping to build their confidence and competency in skills, knowledge, and abilities.
• Ensures that ordered services meet established medical necessity criteria when applicable.
• Collects payments based on pre-determined information, performs insurance verification to determine patient out-of-pocket expenses, and offers payment options after the minimum required payment has been received.
• Accurately posts and receipts patient payments, balances cash drawer on a daily basis, and follows department policies related to cash drawers and cash receipting.
• Organizes time effectively, minimizing incidental overtime, and helps other team members utilize time between heavy workloads efficiently.
• Displays initiative to improve job functions, demonstrates adaptability and flexibility during changing demands, and offers suggestions to streamline processes for efficient patient flow.
• Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development.

Qualifications

• Education: High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.).
• Experience: Four years of customer service experience, including two years in hospital registration.
• Skills and Abilities: Demonstrates the skills and competencies necessary to safely perform the assigned job, communicates effectively, multi-tasks, and problem solves.

Skills and Abilities

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going 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.
• Ability to effectively communicate with patients, physicians, family members, and co-workers in a manner consistent with a customer service focus and application of positive language principles.
• Ability to multi-task and flexibility to meet the requirements of the patients and the department.
• Knowledge of basic registration/access functions and insurance procedures.
• Ability to problem solve.
• Ability to remain calm in stressful situations with patience and understanding.
• Excellent customer service and professional communication skills.
• Proficient computer skills and ability to learn and navigate multiple software programs.
• Ability to handle detail work accurately and rapidly.
• Strong training, leadership, and mentoring skills.