Houston Methodist
Patient Access Center Representative - Central Scheduling (Katy)
Houston Methodist, Katy, Texas, United States, 77493
Patient Access Center Representative
At Houston Methodist, the Patient Access Center Representative position is responsible for assuring that patients in need of scheduling appointments are scheduled to receive services in their assigned location and are financially cleared prior to their scheduled appointment through accurate and timely scheduling, registration, and verification of eligibility and benefits. This position assists management with ongoing observations and notifications of opportunities while providing innovative suggestions for process improvement. The Patient Access Center Representative position also assists management with auditing/quality review to ensure accurate and appropriate scheduling and registration. Additional responsibilities for this position include providing excellent customer service when communicating with patients who receive services at our facilities and providing notification to patients, physicians, hospital/clinical staff and management of issues that may result in potential service delays or reimbursement denials. The Patient Access Center Representative position also: Demonstrates ability to use critical thinking skills and healthcare knowledge to manage through primary care, specialty care, and ancillary scheduling processes. Serves as the front door of Houston Methodist interacting with new and established patients providing them with information needed to schedule and register multiple services for Houston Methodist. Triages calls for the System Patient Access Center as appropriate to other areas as received on a daily basis. Follows established protocols directly as indicated by management and physicians on applicable platforms on an as needed basis. Keeps open channels of communication with all parties involved, including physician, patient, and service areas. Utilizes courteous and professional telephone techniques and interpersonal skills to establish and maintain rapport with patients, physicians/office personnel and various hospital personnel. Coordinates the workflow to assist patients with appointment scheduling and/or requests for services. Helps facilitate, coordinate, and resolve issues with patients by exhibiting and exercising exceptional telephone, verbal, written, exemplary critical thinking and interpersonal communication skills. Adheres to scheduling processes and workflows as defined in the electronic medical record platform. Maintains standard of productivity set by department policy and procedures and meets scheduling goals set by the department. Works in partnership with the revenue cycle team and other departments to ensure the correct information and registration is complete and accurate prior to the patient visiting Houston Methodist for services. Works directly with physicians, clinic staff, hospital departments and patients to ensure best practices within department. This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises. Qualifications: High School diploma or equivalent education. Three years of experience in healthcare setting/call center or customer service operations or successful completion of one-year Houston Methodist Call Center Apprenticeship in lieu of years of experience. Healthcare setting knowledge and experience with a strong understanding of medical terminology preferred. License/Certification: N/A Knowledge, Skills, and Abilities: Demonstrates the skills and competencies necessary to safely perform the assigned job. Sufficient proficiency in speaking, reading, and writing the English language. Ability to effectively communicate with patients, physicians, family members and co-workers. Excellent communication and interpersonal skills via telephone and in person. Demonstrated proficiency in medical terminology. Working knowledge of PC environment utilizing Windows and word processing and basic Excel knowledge. Managed care knowledge with the ability to differentiate between insurance plans. Supplemental Requirements: Business professional attire. May require travel within the Houston Metropolitan area. Company Profile: Houston Methodist (HM) is one of the nation's leading health systems and academic medical centers. HM consists of eight hospitals, an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities. Overall, HM employs over 25,000 employees. In 2019 Houston Methodist and its physicians treat more than 6,333 international patients from more than 76 countries. Houston Methodist Global Health Care Services' consulting and education divisions also provide advisory services and training and development to health care organizations around the world.
At Houston Methodist, the Patient Access Center Representative position is responsible for assuring that patients in need of scheduling appointments are scheduled to receive services in their assigned location and are financially cleared prior to their scheduled appointment through accurate and timely scheduling, registration, and verification of eligibility and benefits. This position assists management with ongoing observations and notifications of opportunities while providing innovative suggestions for process improvement. The Patient Access Center Representative position also assists management with auditing/quality review to ensure accurate and appropriate scheduling and registration. Additional responsibilities for this position include providing excellent customer service when communicating with patients who receive services at our facilities and providing notification to patients, physicians, hospital/clinical staff and management of issues that may result in potential service delays or reimbursement denials. The Patient Access Center Representative position also: Demonstrates ability to use critical thinking skills and healthcare knowledge to manage through primary care, specialty care, and ancillary scheduling processes. Serves as the front door of Houston Methodist interacting with new and established patients providing them with information needed to schedule and register multiple services for Houston Methodist. Triages calls for the System Patient Access Center as appropriate to other areas as received on a daily basis. Follows established protocols directly as indicated by management and physicians on applicable platforms on an as needed basis. Keeps open channels of communication with all parties involved, including physician, patient, and service areas. Utilizes courteous and professional telephone techniques and interpersonal skills to establish and maintain rapport with patients, physicians/office personnel and various hospital personnel. Coordinates the workflow to assist patients with appointment scheduling and/or requests for services. Helps facilitate, coordinate, and resolve issues with patients by exhibiting and exercising exceptional telephone, verbal, written, exemplary critical thinking and interpersonal communication skills. Adheres to scheduling processes and workflows as defined in the electronic medical record platform. Maintains standard of productivity set by department policy and procedures and meets scheduling goals set by the department. Works in partnership with the revenue cycle team and other departments to ensure the correct information and registration is complete and accurate prior to the patient visiting Houston Methodist for services. Works directly with physicians, clinic staff, hospital departments and patients to ensure best practices within department. This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises. Qualifications: High School diploma or equivalent education. Three years of experience in healthcare setting/call center or customer service operations or successful completion of one-year Houston Methodist Call Center Apprenticeship in lieu of years of experience. Healthcare setting knowledge and experience with a strong understanding of medical terminology preferred. License/Certification: N/A Knowledge, Skills, and Abilities: Demonstrates the skills and competencies necessary to safely perform the assigned job. Sufficient proficiency in speaking, reading, and writing the English language. Ability to effectively communicate with patients, physicians, family members and co-workers. Excellent communication and interpersonal skills via telephone and in person. Demonstrated proficiency in medical terminology. Working knowledge of PC environment utilizing Windows and word processing and basic Excel knowledge. Managed care knowledge with the ability to differentiate between insurance plans. Supplemental Requirements: Business professional attire. May require travel within the Houston Metropolitan area. Company Profile: Houston Methodist (HM) is one of the nation's leading health systems and academic medical centers. HM consists of eight hospitals, an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities. Overall, HM employs over 25,000 employees. In 2019 Houston Methodist and its physicians treat more than 6,333 international patients from more than 76 countries. Houston Methodist Global Health Care Services' consulting and education divisions also provide advisory services and training and development to health care organizations around the world.