The mission of The University of Texas M. D. Anderson Cancer Center is to eliminate cancer in Texas, the nation, and the world through outstanding programs that integrate patient care, research and prevention, and through education for undergraduate and graduate students, trainees, professionals, employees and the public.SUMMARYThe primary responsibility of the Patient Access Representative is to facilitate accurate, efficient and courteous access to services for new patients. This includes but is not limited to: providing excellent customer service to patients and providers, communicating with referral sources, scheduling and registering new patients, verifying insurance information, securing authorizations, and advising patients of their financial responsibility. The Patient Access Representative works to support the organizational mission and create an exceptional customer experience by producing positive results in access and phone service measures. The Patient Access Representative staff also provides coaching and mentoring to Associate, Patient Access Representative staff, and assists with department-wide change initiatives.The ideal candidate will have experience working in a call center.JOB SPECIFIC COMPETENCIESPatient Access
Consistently and accurately utilizes medical acceptance criteria to screen and schedule appointments for new patients in a way to ensure optimal efficiency in clinic operations.
Clearly and professionally communicates information during all patient communication.
Follows established customer service guidelines and strives to meet all reasonable patient requests.
Reliably routes patient to appropriate destination with warm transfer whenever possible.
Supports successful implementation of department-wide new tools, support, and operational models to improve access to care and employee workflow.
Completely and accurately captures and documents communications with payors, patients, and the treatment team.
Captures information using established guidelines for each area while demonstrating appropriate task prioritization and urgency.
Revenue Integrity
Collects complete and accurate financial and consent data during intake and registration process, verifies data during new patient registration to ensure compliance with required forms and consents.
Uses technical expertise to obtain insurance information when needed and electronically verifies eligibility when available.
Provides financial information to patients obtained during verification process by financial clearance staff, to include cost estimates, payment plans, discounts, and supplemental financial assistance.
Oral and Written Communication
Uses excellent oral communication and listening skills to communicate with patient, referral source, MDACC physician and MDACC clinical staff regarding barriers to access or financial clearance.
Responds to voicemail and myChart messages within one business day and answers phone calls in a timely manner (within 3 rings).
Clearly and professionally communicates information during all patient communication. Follows established customer service guidelines and strives to meet all reasonable patient requests. Reliably routes patient to appropriate destination with warm transfer whenever possible.
Other duties as assignedEducationRequired : High school diploma or equivalent.ExperienceRequired : Fours years experience in healthcare, insurance, or related field.Must pass pre-employment skills test as required and administered by Human Resources.It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.htmlAdditional Information
Requisition ID: 170570
Employment Status: Full-Time
Employee Status: Regular
Work Week: Days
Minimum Salary: US Dollar (USD) 45,000
Midpoint Salary: US Dollar (USD) 56,500
Maximum Salary : US Dollar (USD) 68,000
FLSA: non-exempt and eligible for overtime pay
Fund Type: Hard
Work Location: Hybrid Onsite/Remote
Pivotal Position: No
Referral Bonus Available?: No
Relocation Assistance Available?: No
Science Jobs: No
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