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 #1 hospital in Dallas-Fort Worth for the fifth consecutive year, we invite you to continue your healthcare career with us at William P. Clements Jr. University Hospital. You’ll discover a culture of teamwork, professionalism, and consistent opportunities for learning and advancement into leadership roles.

Summary

The Patient Access Representative I directly interacts with patients on the phone and/or in person under direct supervision to support front office business operations in a hospital or hospital based clinic location.  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. 

Experience and Education

Minimum Qualifications

• High school diploma or GED is required
• 1-3 years’ experience in a Customer Service field preferred
• 2 years’ experience in a Clinical/Medical office setting preferred

Job Duties

Essential Functions

1. Pre-register/Register patients for scheduled/unscheduled services, inpatient/outpatient procedures within all applicable hospital based areas.
2. 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)
3. Obtain copies of necessary identification and insurance cards.
4. Document appropriate information in the registration system based upon departmental documentation standards.
5. Accurate and timely deployment of legal and compliance consent forms and documents.
6. Initiates the Advance Directive process when applicable.  
7. Ensures all patients are continually informed of their visit status when services are delayed.
8. Initiate, obtain and/or update insurance verification as appropriate for patient services. 
9. 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.
10. Follows all guidelines set forth in the Cash Handling policy. Produce paperwork on each patient for distribution to appropriate departments.
11. Obtain ABN’s and/or non-covered notice forms when applicable.
12. Learn and maintain up to date knowledge of registration system user operations, front line workflows and policies and procedures
13. Deliver superior customer service, representing UT Southwestern in a positive and professional manner to patients, colleagues and the community following AIDET guidelines.
14. Greets and direct/escort patients and/or visitors to appropriate location, providing information as needed or obtain transport assistance. 
15. Build rapport and effective communication with internal and external team members to ensure best outcomes for the patient(s) in our care
16. 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.
17. Release patient records as needed.  
18. Knowledge of various regulatory agencies: The Joint Commission, Center for Medicare and Medicaid Services, State & Federal Laws, Hospital/Departmental Policies.
19. Meet established department productivity, collections and quality standards.
20. Meets/exceeds performance expectations and completes work within the required timeframe.
21. Protects the privacy and security of patient health information to ensure that confidentiality is maintained. Adheres to HIPAA guidelines when contacting patient.
22. Work with physician offices, insurance verification, financial counseling and/or patients when an insurance issue becomes apparent. 
23. 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
24. Practice and adhere to the “Code of Conduct” philosophy, Core Values and “Mission and Value Statement”
25. Search MPI completely to ensure that we are using the correct medical record number. Notify HIM for any duplicate unit numbers
26. 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.
27. Maintains a patient centered attitude at all times, demonstrating compassion and empathy for patients and their families. 
28. ACD Line- monitor and appropriately direct calls and/or assist as necessary.
29. RightFax- monitor and complete registrations/direct faxes as needed. 

Level Specific Duties

30. Knowledge of policies regarding services, pricing, insurance billing, and payment of account.
31. Monitors the correct patient work queue for the assigned department(s)
32. Schedule walk-in appointments if applicable.

**Other Duties: Performs other duties as assigned.

Knowledge, Skills, & Abilities

• Light lifting (requires lifting 20 lbs, with frequent carrying of up to 20 lbs) 
• Good general health and stress coping ability.  Ability to speak and hear to allow discussions with patients, co-workers and public
• Possess near vision acuity for accurate reading of computer screens
• Basic computer data entry and typing skills
• Excellent written and oral communication skills
• Excellent internal and external customer service skills
• Ability to work with confidential information on a daily basis
• Effective and Efficient Problem Solving
• Ability to read and write effectively
• Ability to multitask
• Type minimum of 35 wpm
• Understand and follow established policies and procedures
• Experience with Microsoft Office and Outlook
• Experience with general office equipment (fax, copier, etc.)

 Working Conditions

Work is performed while sitting in an office environment, at the patient bedside via workstation on wheels or tablet and/or Kiosk

Compliance with the COVID-19 vaccine mandate enforced by the Centers for Medicare and Medicaid (CMS) is a requirement for this position.  Federal law requires individuals holding this position to be fully vaccinated or have an approved exemption for certain medical, disability, or religious reasons.  Individuals who do not meet CMS vaccination requirements are not eligible and should not apply for this position but are encouraged to apply for other non-healthcare positions at UT Southwestern for which they qualify.

For COVID-19 vaccine information, applicants should visit https://www.utsouthwestern.edu/covid-19/work-on-campus/

To learn more about the benefits UT Southwestern offers, visit https://www.utsouthwestern.edu/employees/hr-resources/

Security

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information

Salary

Salary Negotiable

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.