Patient Access Center Representative II/III - Neurosurgery (NABI)

Patient Access Representative II/III

What we do here changes the world. UTHealth Houston is Texas' resource for healthcare education, innovation, scientific discovery, and excellence in patient care. That's where you come in.

UTHealth Houston Neurosciences is hiring for a Patient Access Representative II/III to join their team of professionals in the Novel Treatments for Acute Brain Injury Institute (NABI). This role supports a high-performing clinical team and plays a key part in ensuring a smooth, coordinated, and patient-centered transitions of care.

The PAR will be responsible for: registration; clinic check-in and payment collection; confirmation calls; appointment scheduling; clinic preparation, including registration information confirmation; and preparing for clinic sessions by verifying registration and patient information. The role also includes coordination of medical records to support timely and accurate clinical decision-making. Additional responsibilities may include supporting front-end clinic operations and assisting with patient flow to help create a seamless experience for patients and providers.

The ideal candidate will have excellent customer service experience. Knowledge of billing and coding is a plus!

Location: 6400 Fannin Street, Houston, Texas 77030

Once you join us you won't want to leave. It's because we reward our team for the excellent service they provide. Our total rewards package includes the benefits you'd expect from a top healthcare organization (benefits, insurance, etc.), plus:

• 100% paid medical premiums for our full-time employees
• Generous time off (holidays, preventative leave day, both vacation and sick time all of which equates to around 37-38 days per year)
• The longer you stay, the more vacation you'll accrue!
• Longevity Pay (Monthly payments after two years of service)
• Build your future with our awesome retirement/pension plan!

We take care of our employees! As a world-renowned institution, our employees' wellbeing is important to us. We offer work/life services such as...

• Free financial and legal counseling
• Free mental health counseling services
• Gym membership discounts and access to wellness programs
• Other employee discounts including entertainment, car rentals, cell phones, etc.
• Resources for child and elder care
• Plus many more!

Position Summary:

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

Position Key Accountabilities:

• Provides inbound call support for patients that includes obtaining caller demographics, insurance information, and scheduling appointments.
• Responsible for navigating MS Office documents in order to obtain information in a scheduling environment.
• Addresses patient concerns within duration of initial call or escalates to Team Lead if necessary.
• 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.
• May identify corrections to insurance plan codes, and works with PAC leadership to update systems, and protocol manuals as needed.
• Maintains a 95% or higher QA score per departmental QA process.
• Responsible for complying with all policies and procedures regarding HIPPA compliance.
• Identifies and handles a variety of routine to complex customer or prospect inquiries or requests.
• Reviews incoming correspondence and promptly takes appropriate action.
• Performs QA as assigned by Team Lead or direct supervisor.
• Performs other duties as assigned.

Certification/Skills:

• None

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:

1 year of hospitality and/or hospital/medical front office, patient access experience required 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 position is a security-sensitive position pursuant to Texas Education Code 51.215 and Texas Government Code 411.094. To the extent that a position requires the holder to research, work on, or have access to critical infrastructure as defined in Texas Business and Commerce Code 117.001(2), the ability to maintain the security or integrity of the infrastructure is a minimum qualification to be hired for and to continue to be employed in that position. Personnel in such positions, and similarly situated state contractors, will be routinely reviewed to determine whether things such as criminal history or continuous connections to the government or political apparatus of a foreign adversary might prevent the applicant, employee, or contractor from being able to maintain the security or integrity of the infrastructure. A foreign adversary is a nation listed in 15 C.F.R. 791.4.

Residency Requirement:

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