Patient Access Center Representative II- PAC (Finance)

Position Summary:

Responsible for accurate and timely collection of patient information via an Automated Call Distribution (ACD) phone environment.

Position Key Accountabilities:

1. Provides inbound call support for patients that includes obtaining caller demographics, insurance information, and scheduling appointments.

2. Responsible for navigating MS Office documents in order to obtain information in a scheduling environment.

3. Addresses patient concerns within duration of initial call or escalates to Team Lead if necessary.

4. Documents patient communications accurately and provides customer service to both patients and UTP clinic locations based on protocols set for each clinic, and follows up as required.

5. May identify corrections to insurance plan codes, and works with PAC leadership to update systems, and protocol manuals as needed.

6. Maintains a 95% or higher QA score per departmental QA process.

7. Responsible for complying with all policies and procedures regarding HIPPA compliance.

8. Identifies and handles a variety of routine to complex customer or prospect inquiries or requests.

9. Reviews incoming correspondence and promptly takes appropriate action.

10. Performs QA as assigned by Team Lead or direct supervisor.

11. Performs other duties as assigned.

Certification/Skills:

• Some knowledge of business office, patient access, medical terminology, healthcare front office or healthcare setting

• Proficient in GE Centricity Business

• Proficient in EHR system

• Skilled to between 1-5 ACD skills/clinics

• Knowledge of insurance products

• Proficient in keyboard skills

• 10-key excellent verbal and written skills

Minimum Education:

High school diploma or equivalent required. Graduate from a vocational business school with a minor in a job related field preferred.

Minimum Experience:

One (1) year of hospitality and/or hospital/medical front office, patient access experience. Experience within a call center environment preferred. May substitute required experience with equivalent years of education beyond the minimum education requirement.

Physical Requirements:

Exerts up to 20 pounds of force occasionally and/or up to 10 pounds frequently and/or a negligible amount constantly to move objects.

Security Sensitive:

This job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code § 51.215

Residency Requirement:

Employees must permanently reside and work in the State of Texas.