JOB SUMMARY

The Access Services Representative 3 obtains current and accurate demographics and insurance information in order to register patient, verification of insurance benefits, negotiates and collects patient financial responsibilities. This position provides help on special projects, account maintenance, and reports; serves as a mentor and / or trainer to other employees; and may be accountable for covering supervisory assignments as necessary.

ESSENTIAL FUNCTIONS OF THE ROLE

• Conducts and documents patient interviews to obtain demographic and financial data for registration, insurance verification, precertification and billing.

• Knows the patient flow processes in each area.

• Identifies process improvement opportunities that promote team concepts with co-workers while improving revenue cycle functions and the patient experience.

• Interacts on an ongoing basis with other areas and departments in order to provide appropriate information related to such items as: patient delays, change of schedules Intra-departmentally and Interdepartmentally.

• Verifies patient eligibility for insurance coverage and appropriate benefit levels for anticipated services. Calculates and collects patient liability due according to financial clearance policies related to existing and/or bad debt accounts. Establishes patient liability and advises patient of deposit requirements per policy. Negotiates payment arrangements with patient where necessary per policy.

• Assists patients to nursing units by providing directions, personal escort, and/or medical mobility assistance (ex; wheelchairs), when applicable.

• Adheres to compliance with regard to order validation, cash policy requirements, Government Payor requirements and patient safety requirements for appropriate patient identification.

• Relying on assignment, may be accountable for performing cashiering responsibilities according to established policies and procedures and /or verification of all cash deposits.

• Conducts quality audits, provides help on special projects, account maintenance and reports.

• Functions as a super-user, formal trainer and subject matter expert of the department. Monitors daily workflows and notifies management of trends. Communicates trends and monitors work flow for an optimum patient experience. Relying on assignment, may serve in an interim position covering supervisory assignments

KEY SUCCESS FACTORS

• 2 year of healthcare or customer service experience or education equivalency required.

• Proven ability to problem-solve, perform critical thinking.

• Proven to have good listening and communication skills, and professional telephone etiquette.

• Ability to maintain a professional demeanor in a highly stressful and emotional environment, to include crime, behavioral health and suffering patients in addition to life or death situations.

• Must be able to exhibit a high level of empathy with the ability to effectively communicate with patients and family members during traumatic events, while demonstrating exceptional customer service skills.

• Demonstrates ability to manage multiple, changing priorities in an effective and organized manner.

• Excellent data entry, numeric, typing and computer navigational skills.

• Basic computer skills and Microsoft Office.

BENEFITS

Our competitive benefits package includes the following

• Immediate eligibility for health and welfare benefits

• 401(k) savings plan with dollar-for-dollar match up to 5%

• Tuition Reimbursement

• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

• EDUCATION - Associate's or 2 years of work experience above the minimum qualification

• EXPERIENCE - 2 Years of Experience

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.