Job Description

General Notes

The Dell Medical School is seeking a Patient Access Representative

Purpose

The Patient Access Representative is the first point of contact for patients 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.

Marginal or Periodic Functions:

• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency while supporting department-based goals which contribute to the success of the organization; Serves as preceptor, mentor, and resource to less experienced staff.

• Adheres to internal controls and reporting structure.

• Performs related duties as required.

Other Job Duties may apply as assigned

KNOWLEDGE/SKILLS/ABILITIES

• Working knowledge of Electronic Practice Management systems to include scheduling and general billing functions.

• Professional verbal and written communication. Capable of documenting patient communication, referral notations, and clinical chart notes accurately and appropriately. Ability to maintain and respect the confidential nature of medical information.

• Ability to anticipate needs and follow through with internal and external customers. Exceptional customer services skills, awareness and phone etiquette. Ability to follow directions. Ability to communicate effectively with patient and the healthcare team, including the ability to explain registration policies and procedures.

• Must be able to interpret basic medical terminology and have proficiency in the use of basic math skills. Ability to use experience and judgement to plan and accomplish goals. Must have ability to read and interpret documents such as charts, safety rules, operating and maintenance instructions, and procedure manuals.

• Demonstrated strong problem-solving and critical-thinking skills with the ability to process complex information, break into logical steps/tasks to help solve defined problems, and present it clearly to a range of audiences, ability to multi-task, balance priorities, set and manage timelines for deliverables.

• Familiarity with health care delivery, especially value-based health care delivery models and relevant metrics, including patient-reported outcome measures.

• Understanding of clinical workflows and experience with performance improvement in clinical settings.

• High degree of self-motivation and ability to work efficiently and flexibly in a fast-paced environment with minimal guidance.

• Ability to succeed in a fast-paced, demanding and fluid work environment.

Required Qualifications

High school diploma or GED. Minimum of 3 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

• The Patient Access Representative works in a healthcare office or hospital environment, interacting with patients in person, over the phone, or via electronic communication. The role may require sitting or standing for extended periods and handling stressful or time-sensitive situations.

• 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

Important   for 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 that ALL Required 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 questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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