Patient Access Representative, UT Health Austin

The Access Center with UT Health Austin at the Dell Medical is looking for a Patient Access Representative to join the team.

Purpose

The Patient Access Representative is the first point of contact for patients at UT Health Austin and is responsible for ensuring smooth and efficient access to healthcare services. This role involves patient registration, verifying insurance information, collecting payments, scheduling appointments, and providing excellent customer service. The Patient Access Representative supports the overall operations of the healthcare facility by ensuring that patient information is accurately recorded and accessible for the clinical team.

Responsibilities

• Patient Registration: Complete patient check-ins and check-outs, ensuring that demographic and insurance information is accurate. Collect and verify patient data, including identification, contact details, and insurance coverage.

• Appointment Scheduling: Schedule patient follow-up appointments for various services, ensuring that appointments are accurately logged into the system and confirmed with patients.

• Insurance Verification: Verify insurance eligibility and coverage, ensuring that all necessary pre-authorizations and referrals are in place prior to appointments. Inform patients of their insurance benefits and any potential financial responsibilities.

• Payment Collection: Collect co-pays, deductibles, and outstanding balances from patients at the time of service. Provide patients with receipts and ensure proper documentation of all transactions. Coordinate with the billing department to resolve discrepancies or questions about charges.

• Customer Service: Provide high-quality customer service to patients, addressing any questions or concerns regarding appointments, billing, insurance, and healthcare services. Serve as a liaison between the patient and clinical staff to ensure patient needs are met.

• Data Entry and Record Management: Accurately input and update patient information in the Electronic Health Record (EHR) system. Maintain confidentiality and adhere to HIPAA guidelines for patient data protection.

• Patient Communication: Provide clear communication to patients regarding appointment details, wait times, and any required pre-visit documentation or preparation. Contact patients for appointment reminders and follow-ups.

• Collaboration with Clinical and Administrative Teams: Work closely with healthcare providers, nurses, and administrative staff to ensure a smooth workflow and efficient patient care. Help troubleshoot scheduling conflicts or delays.

• Problem Solving and Conflict Resolution: Address patient concerns or issues, escalating as necessary to ensure that complaints are resolved promptly and professionally. Use de-escalation techniques to manage stressful situations.

• Compliance: Ensure that all patient interactions comply with healthcare facility policies, legal standards, and insurance guidelines. Maintain an understanding of regulations related to patient access and data privacy.

• Phone Call Management: Answer incoming phone calls promptly and professionally, directing calls to the appropriate department or personnel. Handle patient inquiries over the phone regarding appointments, services, and insurance issues, providing accurate information and assistance as needed.

• Other related duties as assigned.

Required Qualifications

High school diploma or GED and a minimum of 2 years of experience in a healthcare setting or customer service role. Proficiency in electronic health record (EHR) systems and scheduling software. Knowledge of medical terminology and healthcare insurance plans. Strong communication skills, both verbal and written. Exceptional customer service and conflict resolution skills. Ability to manage multiple tasks in a fast-paced environment. Attention to detail and accuracy in data entry and patient registration processes. Basic math skills for handling payments and financial transactions.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

Experience in patient access, registration, or medical office administration. Familiarity with HIPAA guidelines and healthcare compliance standards. Bilingual in English and Spanish. Experience with insurance verification and authorizations. Knowledge of referral and pre-authorization processes. Experience working in a multi-specialty or high-volume medical office setting.

Salary Range

$37,000 depending on qualifications

Working Conditions

• Work in standard office environment

• Repetitive use of a keyboard

Required Materials

• Resume/CV

• 3 work references with their contact information; at least one reference should be from a supervisor

• Letter of interest

Importantfor applicants who are NOT current university employees or contingent workers:You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure thatALLRequired Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers:As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questionspresented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.