Patient Access Center Representative II- PAC

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.

We are hiring for a Patient Access Center Rep II role that involves collecting patient information through a phone system. Key tasks include supporting patients by gathering their details, scheduling appointments, and addressing their concerns. You'll use MS Office for scheduling, documenting patient communications, and providing customer service. The role also includes correcting insurance codes, maintaining high-quality standards, ensuring HIPAA compliance, handling inquiries, reviewing correspondence, and performing quality assurance tasks as needed.

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:

• Some knowledge of business office, patient access, medical terminology, healthcare front office or healthcare setting
• Proficient in GE Centricity Business
• Proficient in EHR system
• Skilled to between 1-5 ACD skills/clinics
• Knowledge of insurance products
• Proficient in keyboard skills
• 10-key excellent verbal and written skills
  
  

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:

One (1) year of hospitality and/or hospital/medical front office, patient access experience. 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 job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code

• 51.215
  
  

Residency Requirement:

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