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Patient Access Representative - Access Operations

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Admin/Clerical Support
💼
Access Operations 710606
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141795 Requisition #
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The Patient Access Representative in Access Operations at MD Anderson Cancer Center provides accurate, efficient, and courteous access to services for new patients. They provide excellent customer service to patients and providers, communicate with referral sources, schedule and register new patients, verify insurance information, secure authorizations, and advise patients of their financial responsibility. The Patient Access Representative works to support the organizational mission and produces exceptional customer experience results in access and phone service measures.

The Patient Access Representative position is considered Onsite/Remote Hyrbid within Texas only. Once successfully completing the training period, these employees can fulfill their job duties partially remotely, but may be required to spend some time on campus. 

JOB SPECIFIC COMPETENCIES

Patient Access   

  1. 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.
  2. 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.
  3. Supports successful implementation of department-wide new tools, support, and operational models to improve access to care and employee workflow.
  4. 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  

  1. 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.
  2. Uses technical expertise to obtain insurance information when needed and electronically verifies eligibility when available.
  3. 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   

  1. 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).
  2. 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 assigned

Service Orientation

  • Provide service to our stakeholders, including patients, caregivers, colleagues and each other, in a safe, courteous, accountable, efficient and innovative manner to include:
  • Promoting inclusiveness and collegiality that demonstrates respect and professionalism to our stakeholders at all times
  • Modeling safe, ethical behavior that mitigates risk to the institution through sound business practices, and adherence to MD Anderson’s Standards of Conduct, institutional policies and procedures
  • Responding to requests in a timely manner while proactively communicating expectations for procedures, service arrival, or project deliverables to stakeholders
  • Using the steps to HEAL (Hear, Empathize, Address and Learn) the relationship when service recovery is needed

Customer Focus

Builds and maintains customer satisfaction with the products and services offered by the organization through skills demonstrated in communication, personalization of interaction, regulation of emotions, and proactive problem solving.

Performance Statement Examples

  • Presents a cheerful, positive manner with customers either on the phone or in person. Shows interest in, actively listens to and responds in a clear and timely manner to customer's expressed needs.
  • Focuses on the customer's results, rather than own. Goes beyond basic service expectations to help customers implement complete solutions through personalized service that anticipates the customer's unspoken needs.
  • Delivers services when and where the customer needs them. Explores options when unable to deliver a requested product or service, and pursues solutions until the customer is satisfied by addressing the root cause of the issue. Problem solves with patient, family member, care giver or clinical team to aid in proactively resolving issues and concerns.
  • Provides to customers status reports and progress updates. Seeks customer feedback and ensures needs have been fully met.
  • Talks to customers (internal and external) with a pleasant tone to find out what they need and how satisfied they are with the service. Remains in control of own reactions and responds in a manner that demonstrates appropriate nonverbal cues and complements the customer's emotions in the situation.
  • Recognizes when it is necessary to escalate situations to leadership to ensure customer satisfaction. 

COGNITIVE DEMANDS

Mathematical Skills/Reasoning
Attention to detail
Multitasking
Oral Communication
Problem Solving
Interpersonal Skills
Written Communication
Appropriate Behavior
Following Instructions
Organizing
Reading Skills/Comprehension

EDUCATION

Required: High school diploma or equivalent.  

 

EXPERIENCE

Required: Four years of experience in healthcare, insurance, or related field, to include one year of experience in a patient access setting. 

 

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.html

 

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