What are the responsibilities and job description for the PATIENT ACCESS REP III position at UT Southwestern?
WHY UT SOUTHWESTERN?
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report , we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!
JOB SUMMARY
The Patient Access Representative III directly interacts with patients on the phone and/or in person under minimal supervision to perform complex medical front office business operations in an in a hospital or hospital based clinic location; Perform other duties and projects related to clinical business operations as designated by clinic management; Precept and assist with training of new PAR staff. They maintain a patient centered attitude at all times, demonstrating compassion and empathy for patients and their families. They work as part of an elite team to support UT Southwestern operations and initiatives. They may be required to travel to both on and off-campus locations. This position offers a career ladder based on progressive responsibilities and performance.
BENEFITS
UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:
PPO medical plan, available day one at no cost for full-time employee-only coverage
100% coverage for preventive healthcare-no copay
Paid Time Off, available day one
Retirement Programs through the Teacher Retirement System of Texas (TRS)
Paid Parental Leave Benefit
Wellness programs
Tuition Reimbursement
Public Service Loan Forgiveness (PSLF) Qualified Employer
Learn more about these and other UTSW employee benefits!
EXPERIENCE AND EDUCATION
Required
Education
High School Diploma or GED
Experience
1 year Patient Access Representative Career Development Program Requirements: 1 year experience as a Patient Access Representative II and
1 year Internal Applicants: 1 year of experience as a Patient Access Representative II, OR 1 year experience as a CSA II
and
1 year External Applicants: 1 year of experience in registration in an EPIC environment.
Licenses and Certifications
(CHAA) CERT HEALTHCARE ACCESS ASSOC NAHAM within 1 Year and
(NAHAM) NATL ASSOC HLTHCARE ACCESS MGT Associate Membership within 1 Year
Preferred
Experience
3 years 3-5 years' experience in a Customer Service setting and
4 years experience in a Clinical/Medical Office setting and
JOB DUTIES
Pre-register/Register patients for scheduled/unscheduled services, inpatient/outpatient procedures within all applicable hospital based areas.
Interview patient(s) and/or their representative at workstation or bedside to obtain demographic/insurance information or verify information already on file. All registrations performed utilizing available up to date technology (i.e. carts/workstation on wheels, tablets, etc)
Obtain copies of necessary identification and insurance cards.
Document appropriate information in the registration system based upon departmental documentation standards.
Accurate and timely deployment of legal and compliance consent forms and documents.
Initiates the Advance Directive process when applicable.
Ensures all patients are continually informed of their visit status when services are delayed.
Initiate, obtain and/or update insurance verification as appropriate for patient services.
Coordinate accurate patient data to determine financial obligation. Collection of insurance co-payments, deductible amounts, self-pay deposits and patient balances from the patient/guarantor. Request full or partial payment for services rendered according to collection policies.
Follows all guidelines set forth in the Cash Handling policy. Produce paperwork on each patient for distribution to appropriate departments.
Obtain ABN's and/or non-covered notice forms when applicable.
Learn and maintain up to date knowledge of registration system user operations, front line workflows and policies and procedures
Deliver superior customer service, representing UT Southwestern in a positive and professional manner to patients, colleagues and the community following AIDET guidelines.
Greets and direct/escort patients and/or visitors to appropriate location, providing information as needed or obtain transport assistance.
Build rapport and effective communication with internal and external team members to ensure best outcomes for the patient(s) in our care
Maintain neatness of waiting area and assigned workspace; keeps area stocked with pamphlets and other materials as appropriate. Ensure adequate inventory of items necessary for day-to-day functions of assigned registration location, such as office supplies and patient forms.
Release patient records as needed.
Knowledge of various regulatory agencies: The Joint Commission, Center for Medicare and Medicaid Services, State & Federal Laws, Hospital/Departmental Policies.
Meet established department productivity, collections and quality standards.
Meets/exceeds performance expectations and completes work within the required timeframe.
Protects the privacy and security of patient health information to ensure that confidentiality is maintained. Adheres to HIPAA guidelines when contacting patient.
Work with physician offices, insurance verification, financial counseling and/or patients when an insurance issue becomes apparent-
Coordinates with case management, physician's office and/or ancillary department regarding any additional information needed on their part to obtain pre-certification and insurance benefits
Practice and adhere to the "Code of Conduct" philosophy, Core Values and "Mission and Value Statement"
Search MPI completely to ensure that we are using the correct medical record number. Notify HIM for any duplicate unit numbers
Performs other related duties and projects as assigned. This job description should not be considered an exhaustive listing of all duties and responsibilities performed in this position. Our practice encourages all employees to develop personal and professional goals for themselves and will provide opportunities for continued growth and development.
Maintains a patient centered attitude at all times, demonstrating compassion and empathy for patients and their families.
ACD Line- monitor and appropriately direct calls and/or assist as necessary.
RightFax- monitor and complete registrations/direct faxes as needed.
Understand/explain policies regarding services, pricing, insurance billing, and payment of account.-
Monitors the correct patient work queue for multiple departments as assigned and do additional research into problem accounts ensuring that each account is resolved in a timely manner.
Cross-trained to register patients in 4 registration areas that are not their home department and/or 4 Patient Access functionalities.
Patient Access Functionalities Registration Areas
a. Cashier a. Lab
b. Scheduling b. Imaging
c. Insurance Verification c. CUH Main Admissions
d. Financial Counseling d. Zale Admissions
e. OSC Admissions
f. ED Admissions
EPIC super-user to be involved in EPIC leadership training and user acceptance testing.
Demonstrates ongoing competency skills including above level problem solving skills and decision- making abilities.
Precept and assist with training of new PAR staff
Assist with doing the daily deposit.
Assist with training existing staff on new processes.
Schedule walk-in/patient appointments for multiple locations if applicable.
SECURITY AND EEO STATEMENT
Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.
EEO Statement
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status. Benefits UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:
PPO medical plan, available day one at no cost for full-time employee-only coverage
100% coverage for preventive healthcare – no copay
Paid Time Off, available day one
Retirement Programs through the Teacher Retirement System of Texas (TRS)
Paid Parental Leave Benefit
Wellness programs
Tuition Reimbursement
Public Service Loan Forgiveness (PSLF) Qualified Employer
Learn more about these and other UTSW employee benefits!
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report , we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!
JOB SUMMARY
The Patient Access Representative III directly interacts with patients on the phone and/or in person under minimal supervision to perform complex medical front office business operations in an in a hospital or hospital based clinic location; Perform other duties and projects related to clinical business operations as designated by clinic management; Precept and assist with training of new PAR staff. They maintain a patient centered attitude at all times, demonstrating compassion and empathy for patients and their families. They work as part of an elite team to support UT Southwestern operations and initiatives. They may be required to travel to both on and off-campus locations. This position offers a career ladder based on progressive responsibilities and performance.
BENEFITS
UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:
PPO medical plan, available day one at no cost for full-time employee-only coverage
100% coverage for preventive healthcare-no copay
Paid Time Off, available day one
Retirement Programs through the Teacher Retirement System of Texas (TRS)
Paid Parental Leave Benefit
Wellness programs
Tuition Reimbursement
Public Service Loan Forgiveness (PSLF) Qualified Employer
Learn more about these and other UTSW employee benefits!
EXPERIENCE AND EDUCATION
Required
Education
High School Diploma or GED
Experience
1 year Patient Access Representative Career Development Program Requirements: 1 year experience as a Patient Access Representative II and
1 year Internal Applicants: 1 year of experience as a Patient Access Representative II, OR 1 year experience as a CSA II
and
1 year External Applicants: 1 year of experience in registration in an EPIC environment.
Licenses and Certifications
(CHAA) CERT HEALTHCARE ACCESS ASSOC NAHAM within 1 Year and
(NAHAM) NATL ASSOC HLTHCARE ACCESS MGT Associate Membership within 1 Year
Preferred
Experience
3 years 3-5 years' experience in a Customer Service setting and
4 years experience in a Clinical/Medical Office setting and
JOB DUTIES
Pre-register/Register patients for scheduled/unscheduled services, inpatient/outpatient procedures within all applicable hospital based areas.
Interview patient(s) and/or their representative at workstation or bedside to obtain demographic/insurance information or verify information already on file. All registrations performed utilizing available up to date technology (i.e. carts/workstation on wheels, tablets, etc)
Obtain copies of necessary identification and insurance cards.
Document appropriate information in the registration system based upon departmental documentation standards.
Accurate and timely deployment of legal and compliance consent forms and documents.
Initiates the Advance Directive process when applicable.
Ensures all patients are continually informed of their visit status when services are delayed.
Initiate, obtain and/or update insurance verification as appropriate for patient services.
Coordinate accurate patient data to determine financial obligation. Collection of insurance co-payments, deductible amounts, self-pay deposits and patient balances from the patient/guarantor. Request full or partial payment for services rendered according to collection policies.
Follows all guidelines set forth in the Cash Handling policy. Produce paperwork on each patient for distribution to appropriate departments.
Obtain ABN's and/or non-covered notice forms when applicable.
Learn and maintain up to date knowledge of registration system user operations, front line workflows and policies and procedures
Deliver superior customer service, representing UT Southwestern in a positive and professional manner to patients, colleagues and the community following AIDET guidelines.
Greets and direct/escort patients and/or visitors to appropriate location, providing information as needed or obtain transport assistance.
Build rapport and effective communication with internal and external team members to ensure best outcomes for the patient(s) in our care
Maintain neatness of waiting area and assigned workspace; keeps area stocked with pamphlets and other materials as appropriate. Ensure adequate inventory of items necessary for day-to-day functions of assigned registration location, such as office supplies and patient forms.
Release patient records as needed.
Knowledge of various regulatory agencies: The Joint Commission, Center for Medicare and Medicaid Services, State & Federal Laws, Hospital/Departmental Policies.
Meet established department productivity, collections and quality standards.
Meets/exceeds performance expectations and completes work within the required timeframe.
Protects the privacy and security of patient health information to ensure that confidentiality is maintained. Adheres to HIPAA guidelines when contacting patient.
Work with physician offices, insurance verification, financial counseling and/or patients when an insurance issue becomes apparent-
Coordinates with case management, physician's office and/or ancillary department regarding any additional information needed on their part to obtain pre-certification and insurance benefits
Practice and adhere to the "Code of Conduct" philosophy, Core Values and "Mission and Value Statement"
Search MPI completely to ensure that we are using the correct medical record number. Notify HIM for any duplicate unit numbers
Performs other related duties and projects as assigned. This job description should not be considered an exhaustive listing of all duties and responsibilities performed in this position. Our practice encourages all employees to develop personal and professional goals for themselves and will provide opportunities for continued growth and development.
Maintains a patient centered attitude at all times, demonstrating compassion and empathy for patients and their families.
ACD Line- monitor and appropriately direct calls and/or assist as necessary.
RightFax- monitor and complete registrations/direct faxes as needed.
Understand/explain policies regarding services, pricing, insurance billing, and payment of account.-
Monitors the correct patient work queue for multiple departments as assigned and do additional research into problem accounts ensuring that each account is resolved in a timely manner.
Cross-trained to register patients in 4 registration areas that are not their home department and/or 4 Patient Access functionalities.
Patient Access Functionalities Registration Areas
a. Cashier a. Lab
b. Scheduling b. Imaging
c. Insurance Verification c. CUH Main Admissions
d. Financial Counseling d. Zale Admissions
e. OSC Admissions
f. ED Admissions
EPIC super-user to be involved in EPIC leadership training and user acceptance testing.
Demonstrates ongoing competency skills including above level problem solving skills and decision- making abilities.
Precept and assist with training of new PAR staff
Assist with doing the daily deposit.
Assist with training existing staff on new processes.
Schedule walk-in/patient appointments for multiple locations if applicable.
SECURITY AND EEO STATEMENT
Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.
EEO Statement
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status. Benefits UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:
PPO medical plan, available day one at no cost for full-time employee-only coverage
100% coverage for preventive healthcare – no copay
Paid Time Off, available day one
Retirement Programs through the Teacher Retirement System of Texas (TRS)
Paid Parental Leave Benefit
Wellness programs
Tuition Reimbursement
Public Service Loan Forgiveness (PSLF) Qualified Employer
Learn more about these and other UTSW employee benefits!
