Patient Access Associate

High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

Two years of experience in a strong customer service environment

One year of registration experience in a hospital environment preferred

Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

Ability to multi-task and flexibility to meet the requirements of the patients and the department

Knowledge of basic registration/access functions and insurance procedures

Ability to problem solve

Ability to remain calm in stressful situations with patience and understanding

Excellent customer service and professional communication skills

Proficient computer skills and ability to learn and navigate multiple software programs

Ability to handle detail work accurately and rapidly

Promotes a positive work environment and contributes to a dynamic team focused work unit that actively helps one another to achieve optimal departmental and organizational results.

Communicates openly in a non-judgmental manner and in a professional demeanor during all interactions with customers and co-workers.

Obtains and records accurate demographic and insurance information on patients by interviewing patients, family members and physicians. Ensures that the correct insurance plan codes are utilized for the billing process.

Explains the consent forms, obtains signatures on the forms and responds to any questions in a professional manner.

Contributes to departmental and hospital patient experience. Proactively seeks solutions to address patient issues and concerns. Alerts management in a timely manner to any unusual and/or difficult situations impacting the level of service.

Consistently takes the necessary steps to ensure that protected health information remains private and confidential, according to established HIPAA guidelines. Uses patient identifiers consistently to properly identify patients and the correct medical records. Refrains from issuing new medical record numbers to patients with existing accounts.

Meets goals set by the department (e.g., registration error rate, productivity/activities per hour, etc.).

Ensures that ordered services meet established medical necessity criteria when applicable.

Collects payments based on pre-determined information. Performs insurance verification to determine patient out of pocket expenses for services. If applicable, offers payment options after the minimum required payment has been received. Fulfills monthly goals for cash collection.

Accurately posts and receipts patient payments. Balances cash drawer on a daily basis; follows the department policy related to cash drawers and cash receipting.

Organizes time effectively, minimizing incidental overtime and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members.

Displays initiative to improve job functions. Demonstrates adaptability and flexibility during changing demands. Offers suggestions to streamline process for efficient patient flow.

Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development.

Uniform: Yes

Scrubs: No

Business professional: Yes

Other (department approved): Yes

On Call* No

May require travel within the Houston Metropolitan area No

May require travel outside Houston Metropolitan area No

Houston Methodist Willowbrook Hospital is a Magnet-recognized, not-for-profit, faith-based hospital that serves the growing Northwest Houston community. We are committed to providing quality, cost-effective health care in a compassionate environment for a full range of services, including emergency care, cardiology, orthopedics and sports medicine, comprehensive women’s services, neurology and neurosurgery, oncology, and primary and general medicine.

Houston Methodist is an Equal Opportunity Employer.