Patient Access Representative I

Job 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 always maintain a patient centered attitude, 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.

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

Why UT Southwestern?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. At UT Southwestern, we invest in you with opportunities for career growth and development to align with your future goals and to provide security for you and your family. 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 life-changing career!

Experience and Education

• High school diploma or GED is required.
• One (1) years’ experience in a Customer Service field preferred.
• Two (2) years’ experience in a Clinical/Medical office setting preferred.

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.
• Always maintains a patient centered attitude, 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. 
• Level Specific Duties:
  • Knowledge of policies regarding services, pricing, insurance billing, and payment of account.
  • Monitors the correct patient work queue for the assigned department(s.) 
  • Schedule walk-in appointments if applicable. 

Knowledge, Skills, & Abilities

• Good general health and stress coping ability. 
• Ability to speak and hear to allow discussions with patients, co-workers and public.
• Light lifting (requires lifting 20 lbs., with frequent carrying of up to 20 lbs.) 
• 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 daily.
• 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.)

The following is the acronym, “PACT”, and is fundamental to all clinical positions at UT Southwestern Medical Center:

• P-Problem Solving: To achieve excellence in patient care and service, all employees are expected to take ownership in solving problems effectively, efficiently and to the satisfaction of the patient.
• A-Ability, Attitude and Accountability: In keeping with a professional healthcare environment, all employees are expected to have the ability to perform their jobs and to appear and conduct themselves in a professional and positive manner.
• C-Communications and Compassion: It is our goal that all our communications are clear, courteous, timely, and delivered with compassion, respect, and appropriate confidentiality.
• T-Teamwork: In our medical environment, our patients regard every employee they encounter as a member of the UT Southwestern Medical Center team. Our goal is to individually work hard to contribute to our team, support our co-workers, and to achieve not only excellent patient care and service, but also a satisfying, caring environment for each other.

This position is security-sensitive and thereby subject to the provisions of Texas Education Code §51.215.

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.