At Houston Methodist, the Patient Access Center Representative position is responsible for assuring that patients referred between employed and aligned physicians are scheduled to receive services in their assigned location and are financially cleared prior to their scheduled appointment through accurate and timely scheduling, registration and verification of eligibility and benefits. This position assists management with ongoing observations and notifications of opportunities while providing innovative suggestions for process improvement. This position also assists management with auditing/quality review to ensure accurate and appropriate scheduling and registration. Additional responsibilities include providing excellent customer service when communicating with patients who visit our clinics and providing notification to patients, physicians and management of issues that may result in potential service delays or reimbursement denials.
PRIMARY JOB RESPONSIBILITIES
Job responsibilities labeled EF capture those duties that are essential functions of the job.
PEOPLE - 30%
SERVICE - 30%
QUALITY/SAFETY - 15%
FINANCE - 20%
GROWTH/INNOVATION - 5%
This job description is not intended to be all inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.
o High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
o Three years of experience in healthcare setting/call center operations required
o Healthcare setting knowledge and experience with a strong understanding of medical terminology preferred
CERTIFICATIONS, LICENSES AND REGISTRATIONS REQUIRED
o Satisfactory program completion and clinical licensure such as Medical Assistant or Licensed Vocational Nurse preferred
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
o Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
o 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
o 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
o Excellent communication and interpersonal skills via telephone and in person
o Demonstrated proficiency in medical terminology to include diagnoses, operative procedures, and CPT codes
o Knowledge of medical terminology and applicability
o Excellent spelling/grammar skills
o Working knowledge of PC environment utilizing Windows and word processing and basic Excel knowledge
o Capable of working and navigating several applications and websites related to registration simultaneously
o Managed care knowledge with the ability to differentiate between insurance plans such as PPO, POS, HMO, etc.
Work Attire Yes/No
Business professional Yes
Other (dept approved) No
On-Call* Yes, on a limited basis (for Exempt jobs only)
*Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Event, etc) regardless of selection above.
May require travel within Yes
Houston Metropolitan area
May require travel outside No
of Houston Metropolitan area
**Travel specifications may vary by department.
Houston Methodist is one of the nation’s leading health systems and academic medical centers. Houston Methodist consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston area. Houston Methodist also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities. Overall, Houston Methodist employs more than 27,000 employees and is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide high quality patient care.
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